Monday, 21 December 2015

Rail Ticket Refunds Too Difficult to Claim

UK Railway News



As if it was not hard enough to find the cheapest ticket for a particular rail journey, (see "Are Rail Passengers Being Ripped Off by Complex Ticket Pricing Structures?", 20/12/15), it now appears that passengers are having to 'jump-through-hoops' to try and claim refunds for which they are entitled to due to late trains.


The consumer group, Which?, has recently reported that train companies are making it too hard for passengers to claim compensation, or even find out it they are eligible.

According to a poll of 7,000 passengers, only 36% remembered being informed of their rights after their delay.

After carrying out a 'mystery shopper' exercise at 102 railway stations, Which? found that not enough was being done to remove unnecessary barriers to complaining for passengers.

Richard Lloyd, executive director for Which?, said: "Millions of passengers are left out of pocket each year, so train companies must do more to put their passengers first and make rail refunds easier."

Which? has made a 'super-complaint' to the Office of Rail and Road (ORR) formally requesting that it investigates the issue.  The ORR is required to respond to Which? within 90 days.

In defence of these accusations the Department for Transport said it was committed to improving compensation arrangements and that measures to simplify the process had helped produce a seven-fold increase in payments since 2011.

You may also wish to visit my other blog, 'Pen To Paper', which contains interesting posts on a wide variety of subjects.


A selection of railway videos from 'Along These Tracks'
UK Railways - Banbury Trains 16 June 2014 Video 
UK Railways - Trains at Gravesend March 2014 Video
UK Railways - Class 321 and 319 EMUs at Northampton 1999
UK Railways - Freight Through Northampton May 1999 Video
UK Railways - Class 58018 Heading a Ballast Train at Finedon
UK Railways - Banbury Trains at Night Video
UK Railways - Trains at Basingstoke Station 12 August 2013
UK Railways - 375 and 395 EMU's at Martin Mill and Ashford International
UK Railways - Freight Trains Through Northampton May 2013
UK Railways - Virgin Pendolinos Through Bletchley May 2013
UK Railways - Class 350 Desiro EMU Trains at Northampton May 2013
UK Railways - Class 390 Virgin Pendolinos Through Wolverton 2013 Video
UK Railways - Class 350 'London Midland' EMU's at Wolverton 2013 Video
UK Railways - Chiltern Railways, First Great Western, XCountry DMU's at Banbury 2013
UK Railways - Class 222 Trains DMU's at Wellingborough Apr 2013
UK Railways - Class 43 IC125 Trains at Wellingborough Apr 2013 Video
UK Railways - Class 222 Trains, DMU's, at Wellingborough Apr 2013 Video
UK Railways - Class 321 EMU Snakes into Bletchley Sidings 1990's
UK Railways - Class 321 & 350 EMU's at Wolverton Video
UK Railways - Class 321 Network South East leaves Bletchley Video
UK Railways - Class 321 Silverlink Trains EMU leaves Wolverton Video
UK Railways - Class 325 Royal Mail EMU Passes through Rugby Video
UK Railways - Class 350 127 EMU Passes through Rugby Video
UK Railways - Class 321 418 Silverlink EMU at Wolverton
UK Railways - Class 60 015 Diesel Locomotive approaches Wolverton
UK Railways - Virgin Pendolino Class 390 041 EMU at Rugby Video







Class 67s 'Royal Sovereign' and 'Diamond Jubilee' Locos Northampton

During the reconstruction of Northampton's railway station in 2014, I decided to take a trip there on the 24th June to see how thing...