21.02.14
Fair ticketing information lacking – ORR
The majority of passengers are unaware of their compensation and refunds rights, a new report from the ORR has highlighted.
Three quarters of passengers surveyed did not know their rights when trains are delayed or cancelled, and many believe the TOCs could do much more to promote compensation rights awareness.
This could be achieved through prominently displayed information on websites, posters at stations and on the backs of tickets, and could include an automated claims process.
The ORR will oversee the development of a code of practice on the provision of ticket retail information, which will be in place by the end of the year. This will provide clarity on the information passengers can expect, including different types of fares, restrictions, key terms and conditions, compensation and refund rights.
ORR chair Anna Walker said: “Passengers must be at the heart of the rail industry and are crucial to its growth and success. We want to see that passengers are treated fairly, receive the quality of service they pay for, and when this is not the case, can hold their service providers to account. Our research suggests that simply putting information on a website, or only making it available on request, is not sufficient to help consumers be aware of or exercise their rights.
“Britain’s rail industry needs to be more transparent and proactive in providing information. This includes data on passenger compensation. ORR will work with industry to develop a code of practice for train companies which will be in place by next year, setting out what ticketing information should be provided to customers to help them make informed choices.”
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