75% of rail passengers unaware of compensation and refunds rights

[Michael Browne]

Three quarters of rail passengers are unaware of their compensation and refunds rights when trains are delayed or cancelled, reveals a study by the Office of Rail Regulation (ORR) published today.

As the consumer law enforcement authority for the railways, the regulator conducted an independent study to see if rail passengers across Britain are aware of their consumer rights and how to exercise them. The survey shows that:

 

• Over 75% of rail passengers 'do not know very much' or 'nothing at all' about their rights to a refund or compensation when trains are delayed or cancelled.
  
• Passengers believe that train operators could do more to promote compensation rights awareness - 74% of the study participants said that train companies do 'not very much' or 'nothing at all' to proactively provide information about compensation when there are delays.
  
• Passengers also suggested more effective ways of raising awareness, such as prominently displayed compensation information on websites; posters at stations; information on the back on tickets; automated claims processes; and compensation in cash or vouchers that can be used online.
  

http://orr.gov.uk/news-and-media/press-releases/2014/regulators-study-shows-three-quarters-of-rail-passengers-unaware-of-compensation-and-refunds-rights

 

 

Here's a summary of train companies refund policies:

 

c2c Single, return and weekly ticket holders receive 100% refund after an hour, receiving a rail voucher. Season ticket holders recieve 5% or 7% discount on the cost or renewing their season ticket if c2c's punctuality is less that 87.5% MAA* or reliability less than 98% MAA*

 

Chiltern 50% refund after half an hour, 100% refund after an hour. Season ticket holders can also claim 5% discount for punctuality less than 90% MAA* or reliability less than 99% MAA*. Refunds given in rail vouchers and renewal discounts.

 

Cross Country 50% refund after half an hour, 100% refund after an hour. Refunds given in rail vouchers.

 

DLR 100% refund after 15 minutes for delays within operators' control. Refunds given in vouchers.

 

East Coast 50% refund after half an hour, 100% refund after an hour. Refunds given in rail vouchers.

 

East Midlands 50% refund after half an hour, 100% refund after an hour. Refunds given in rail vouchers.

 

Eurostar Complimentary journey, 50% discount of future journey or 25% cash refund after an hour. Refunds given in rail vouchers or cash.

 

First Capital Connect 50% refund after half an hour, 100% refund after an hour. Refunds given in rail vouchers.

 

First Great Western Single, return and weekly tickets: 50% after an hour, or 50% after half an hour on local Thames Valley services. Season tickets: 5% discount for punctuality less than 88% MAA* or reliability less than 98.2% MAA* (long distance) or punctuality less than 89% MAA* or reliability less than 98% MAA* (local Thames Valley). Refunds given in rail vouchers or renewal discount.

 

Gatwick Express 50% refund after half an hour, 100% refund after an hour. Refunds given in rail vouchers.

 

Grand Central 25% refund after an hour, 50% refund after two hours. Refunds given in rail vouchers.

 

Greater Anglia 50% refund after half an hour, 100% refund after an hour. Refunds given in vouchers.

 

Heathrow Express 100% refund after 15 minutes for delays within the operator’s control.

 

Hull Trains 50% refund after half an hour, 100% refund after an hour. Refunds given in rail vouchers.

 

London Underground 100% refund after 15 minutes for delays within the operators' control. Refunds given in vouchers.

 

South West Trains Single, return or weekly tickets: 100% refund after one hour. Season tickets: 5% discount for punctuality less than 89.5% MAA* on local routes or 86.5% MAA* on mainline routes or reliability less than 98% MAA*. Refunds are given in rail vouchers or renewal discounts.

 

Southeastern 50% refund after half an hour, 100% refund after an hour. Refunds given in rail vouchers.

 

Southern 50% refund after half an hour, 100% refund after an hour. Refunds given in rail vouchers.

 

Stansted Express 50% refund after half an hour, 100% refund after an hour. Refunds given in rail vouchers.

 

Virgin Single, return and weekly tickets: 50% refund after an hour, 100% refund after two hours.

 

 

Your Rights to Compensation and Refunds

http://www.passengerfocus.org.uk/help/your-rights-to-compensation

[rebel11]

http://www.bbc.co.uk/news/business-26275394