Latest Rail News

27.09.16

‘More to be done’ than compulsory compensation announcements

Train companies could be forced to inform passengers as soon as they are entitled to compensation for delays, the rail minister has said.

However, Campaign for Better Transport said that Paul Maynard’s proposals did not go far enough.

In an interview with the Daily Telegraph, Paul Maynard said he is considering a number of options for increasing the number of passengers who receive compensation, including requiring train companies to inform passengers of the compensation process after delays of more than 30 minutes.

“I have been clear from day one that I want to make sure train operators put passenger interests first, and not just the convenience of the industry,” he said.

Maynard also said he wanted to test “a range of options” to see which had “most impact”, with other options including staff handing out claim forms when passengers leave the train.

The minister has made clear since his appointment that he views a fairer and more transparent ticketing system as a key priority.

Lianna Etkind, from Campaign for Better Transport, said: “Compulsory announcements when passengers are entitled to compensation would be a step in the right direction, but there is still a lot more could be done to make claiming compensation simple and straightforward.

“For many passengers, it’s not so much that they don't know they’re entitled to compensation, it’s that the process of claiming it is a hassle.”

An Office of Rail and Road (ORR) report in response to a super-complaint by consumer rights group Which? found that around 80% of passengers do not claim compensation they are entitled to.

Etkind called for an ambitious programme of reforms, including on-train announcements after 15 minutes, standard compensation arrangements across all services, online claims and automatic reimbursement for passengers using smart tickets.

The latest monthly PPM figures show all train companies but one experiencing an increase in delays.

From 1 October, the Consumer Rights Act 2015 will apply to rail services. This will entitle passengers to statutory redress if train companies “fail to provide a passenger service with reasonable care and skill”, which Etkind said applied to the quality of the service, not just punctuality.

“How much compensation will passengers be able to claim when the there is no working toilet on board, when there are no seats available or the promised wifi is not working?” she said. “We will be working with passengers to press for answers.”

Have you got a story to tell? Would you like to become an RTM columnist? If so, click here.

Comments

Jerry Alderson   28/09/2016 at 20:45

TOCs have claimed that certain faciltities are complimentary and therefore not a committment so there is no entitlement to a refund. A good example is food and drink in First Class. That doesn't wash with me. I would not pay for First Class on a long-distance train unless it gave me free food and drink (or the ticket was cheaper than standard, which occasionally it is!).

Add your comment

 

related

rail technology magazine tv

more videos >

latest rail news

Record number of passenger journeys as UK rail revenue rises to four-year high

18/06/2019Record number of passenger journeys as UK rail revenue rises to four-year high

Record figures of rail passenger journeys have been recorded in England, Scotland and Wales, according to the most recent quarterly report by the... more >
Rail union Aslef launches 'On Track with Diversity' report at Houses of Parliament

18/06/2019Rail union Aslef launches 'On Track with Diversity' report at Houses of Parliament

Train drivers’ union Aslef launched its On Track with Diversity report at the Houses of Parliament on Monday, as it looks to increase ... more >
Dawlish railway may be ‘moved out to sea’ to protect it from storms under new proposals

13/06/2019Dawlish railway may be ‘moved out to sea’ to protect it from storms under new proposals

The storm-battered Dawlish rail line could be “moved out to sea” and away from the “hazard” of the cliffs under new plans... more >

editor's comment

23/01/2018Out with the old...

Despite a few disappointing policy announcements, especially for the electrification aficionados amongst us, 2017 was, like Darren Caplan writes on page 20, a year generally marked by positive news for the rail industry. We polished off the iconic Ordsall Chord (p32), hit some solid milestones on Thameslink (p40), progressed on ambitious rolling stock orders (p16), and finally started moving forward on HS2 (p14) ‒ paving the way for a New Ye... read more >

rail industry focus

View all News

interviews

Advancing the rail industry with management degree apprenticeships

08/05/2019Advancing the rail industry with management degree apprenticeships

In answering the pressing questions of how current and future generations of managers can provide solutions to high-profile infrastructure projec... more >
Women in rail - is the industry on the right track?

12/03/2019Women in rail - is the industry on the right track?

RTM sits down with Samantha Smith, sole female member of the TransPennine Route Upgrade Alliance Leadership Team, to find out more about encourag... more >
TfN Strategic Transport Plan: not just for transport's sake

22/01/2019TfN Strategic Transport Plan: not just for transport's sake

Peter Molyneux, Transport for the North’s (TfN’s) strategic roads director, has been leading on the development of the seven economic... more >

last word

Encouraging youngsters to be safe on the railway

Encouraging youngsters to be safe on the railway

This summer, Arriva Group's CrossCountry and the Scout Association joined to launch a new partnership to promote rail safety among young people. ... more > more last word articles >

'the sleepers' daily blog

Apprentice to Co-leading the Rail Sector Deal

05/06/2019Apprentice to Co-leading the Rail Sector Deal

In a series of Q&A’s with key speakers on the run up to TransCityRail Midlands, we caught up with TransCityRail panellist and Amey&rsqu... more >
read more blog posts from 'the sleeper' >

comment

Hitachi trains for Happy trains

10/06/2019Hitachi trains for Happy trains

ScotRail project manager Kirsty Devlin discusses the withdrawal of Class 365s, to be replaced with the brand-new Class 385 fleet. While Scot... more >
Malcolm Holmes on new stations for the Black Country

10/06/2019Malcolm Holmes on new stations for the Black Country

Malcolm Holmes, executive director of the West Midlands Rail Executive, described the new stations set to be built for the Black Country region o... more >
The skills bottleneck: Dealing with growing apprenticeship demand

10/06/2019The skills bottleneck: Dealing with growing apprenticeship demand

Richard Turner, head of apprenticeships at Network Rail, details the reasons for growing apprenticeship demand in the rail sector over the coming... more >
A train journey on the Midland Main Line 15 years from now…

10/06/2019A train journey on the Midland Main Line 15 years from now…

Chris Hobson, director of policy and external affairs at the East Midlands Chamber, talks in detail about what travelling through the region will... more >