30.05.12
Conditions of carriage revised
Passenger rights and responsibilities have been made easier to understand with a revision of the National Rail Conditions of Carriage, following consultations with ATOC, ORR and the DfT.
The conditions will now be more user-friendly, with a summary of passenger rights provided and passenger and train companies’ responsibilities clearly laid out. Conditions under which tickets can be transferred have been clarified and luggage restrictions have been simplified.
Andy Wakeford, head of fares and retail support for the ATOC, said: “Passengers’ rights and responsibilities are clearer and easier to understand thanks to the most significant revision to the Conditions of Carriage for a number of years. Operators have worked closely with the rest of the rail industry to ensure that the rights of passengers are presented as clearly as possible.”
The Conditions of Carriage state that train companies will:
Give you clear information before, during and after your journey;
Make ticket restrictions clear, offer reservations and assistance at no extra cost;
Give you, if asked, a full refund, if you find out after you bought your ticket that your journey will be delayed, your train is cancelled or that your seat reservation will not be honoured;
Make tickets and reservations available at stations, over the internet or by telephone; and
Keep you informed about on-board services, station calling points and any delays.
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