Latest Rail News

15.06.18

Compensation schemes are ‘not optional’, Grayling warns TOCs

Transport secretary Chris Grayling expects passengers to be promptly compensated when they experience delays, he has told train operating companies.

Responding to the Which? investigation, suggesting that some franchises have refused to pay compensation to claimants who have made a high volume of claims, Grayling has written to rail operators.

“When things go wrong, and passengers experience delays and cancellations to their rail journeys, they rightly expect to be promptly compensated for the disruption caused,” the transport secretary wrote.

“I want to be clear with you all: my department obliges franchisees to operate well-defined compensation schemes so that passengers receive appropriate redress for the disruption caused to their rail journeys. These schemes are not optional,” he added.

Grayling argued that that the schemes are not to be “applied selectively at the discretion of franchises”, and that operating companies are obliged to accept and process all eligible compensation claims “swiftly and fairly”.

The transport secretary’s warning comes at a time when passengers across the country have been suffering disruption since the new timetable was rolled out last month - particularly Northern and Govia Thameslink Rail customers.

Grayling added: “If passengers’ trust in the rail industry is to be rebuilt, it is crucial that they feel they are getting a fair deal when things go wrong.

“I trust that franchisees will always ensure that clear and accurate information is given to passengers regarding their compensation rights, and that all eligible claimants receive the compensation to which they are entitled.”

Top image: Dominic Lipinski, PA Wire

 

Enjoying RTM? Subscribe here to receive our weekly news updates or click here to receive a copy of the magazine!

Comments

There are no comments. Why not be the first?

Add your comment

related

Rail industry Focus

View all News

Comment

The challenge of completing Crossrail

05/07/2019The challenge of completing Crossrail

With a new plan now in place to deliver Crossrail, Hedley Ayres, National Audit Office manager, major projects and programmes, takes a look at ho... more >
Preparing the industry to deliver trains for the future

04/07/2019Preparing the industry to deliver trains for the future

The move to decarbonise the rail network involves shifting to cleaner modes of traction by 2050. David Clarke, technical director at the Railway ... more >

Most Read

'the sleepers' blog

On the right track, Sulzer is awarded RISAS accreditation for Nottingham Service Centre

29/06/2020On the right track, Sulzer is awarded RISAS accreditation for Nottingham Service Centre

Following an independent audit, Sulzer’s Nottingham Service Centre has been accepted as part of the rail industry supplier approval scheme (RISAS). The accreditation reinforces the high-quality standards that are maintained by Sulzer’s... more >
read more blog posts from 'the sleeper' >

Interviews

Andrew Haines, CE of Network Rail, tells BBC News his organisation could issue future rail franchises

24/06/2019Andrew Haines, CE of Network Rail, tells BBC News his organisation could issue future rail franchises

Andrew Haines, the Chief Executive of Network Rail, has told the Today programme on Radio 4's BBC’s flagship news programme that he would not rule out his organisation issuing future r... more >
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 projects across the UK, Pearson Business School, part of... more >