Henry Smith MP has joined with consumer champion Which? to support their Make Rail Refunds Easier campaign.

Henry said;

“As delays continue on Govia Thameslink Railway’s Southern and Thameslink services, so does their responsibility to ensure it’s as easy as possible for passengers to claim their money back.

“I’m concerned to read Which?’s findings which show that only a third of passengers who may have been entitled to compensation actually made a claim. Train companies need to do more to advise passengers of their compensation scheme for a rail delay or cancellation, and to find out if they’re eligible.

Which?’s campaign to Make Rail Refunds Easier calls for passengers to be given clear information on how to get a refund for delays and for all train companies to offer cash as default for refunds. It also asks that train companies are held to account if they fail to encourage passengers to claim refunds for delay.

The latest figures show 47 million passenger journeys were either cancelled or significantly late in one year. Most train companies' passengers are entitled to compensation if they’re delayed by half an hour or more but a Which? survey of nearly 7,000 rail passengers found only a third (34 per cent) of passengers who may have been entitled to compensation said they actually made a claim.

The survey also revealed only around a third (36 per cent) of passengers remembered being informed of their rights after their last delay.

Which? have used their legal powers to submit a super-complaint to ask the rail regulator to take action. They have 90 days to respond and a reply is expected by mid-March.

External links:
Make Rail Refunds Easier