Rail industry faces 'super complaint' over delay compensation payouts

Many train companies make it too complicated for passengers to claim compensation, consumer group Which? has claimed.

The group has launched a "super-complaint" over how the rail industry compensates passengers for delays, calling for the process of obtaining payouts to be greatly simplified.

Usually, train companies offer compensation if services are delayed by at least 30 minutes, but a survey of 7,000 passengers found that only a third (34%) of those entitled actually made a claim.

The poll revealed that just 36% of passengers remembered being informed of their rights to a pay-out after their last delay.

Richard Lloyd, executive director at Which?, said:

The consumer group carried out a mystery-shopper exercise to ask "basic questions" on refunds at 102 stations.

In only 18% of cases the person was given a "full explanation" of the conditions for claiming, while in 63% of visits they were not told they could request their compensation in non-voucher form, such as a cheque.

During the visits, Which? also found that:

  • Six out of ten visitors left the station unaware of what compensation they might be entitled too.

  • Three in five mystery-shoppers weren't told that we could request cash compensation instead of vouchers.

A spokesman for the Rail Delivery Group (RDG), which represents train operators and Network Rail, claimed compensation has become "increasingly generous and easy to apply for".

It insisted that train companies are doing "lots more" to inform passengers of their entitlement to a pay-out with announcements on trains, handing out claim forms, issuing email reminders and posting messages on Twitter.

The RDG added: "We never want our customers to suffer delays or disruption but when things do go wrong we want to put it right."

Travellers locked out of Finsbury Park station during disruption last Christmas. Credit: PA

David Sidebottom, passenger director of independent campaign group Transport Focus, declared that the super complaint "throws a welcome extra spotlight" on the issue.

"Our original research (from 2013) showed that less than 15% of passengers entitled to compensation for poor performance actually claimed," he said.

"The main reason was that they didn't know they were entitled to and didn't know how to do it."

Certain bodies can issue a super complaints under the Enterprise Act when it appears the interests of consumers are being significantly harmed.The ORR is required to respond to Which? within 90 days.