FFE Magazine

UK rail delays: Passengers to get compensation


 UK - Rail delays 1

UK rail passengers who suffer travel delays can now claim refunds in cash instead of vouchers as new compensation arrangements come into effect.


The changes have been made after consumer groups criticised the vouchers, saying they could not be used online or to access cheap fares.


Passengers will be entitled to refunds if their train is delayed by at least 30 minutes.


Train operators said they wanted to give passengers “an even better deal”.


Up to now most train companies have only offered travel vouchers as compensation – a system that has been in place for about 20 years.


David Mapp, commercial director at the Association of Train Operating Companies, said compensation for delays had “become increasingly generous and easy to apply for”.


“Today’s changes underline the industry’s commitment to offering passengers an ever better deal, including how they receive compensation,” he said.


“Train operators and Network Rail are working hard together to make more trains run on time but when things do go wrong we want to put it right.”

UK - Rail delays 2


Compensation varies between train companies but in general, passengers can claim a minimum cash refund of 20% of the cost of a single fare and 10% on a return fare if there was a delay on only one leg of the journey.


Claims must be submitted within 28 days of the delay. With BBC News





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