Vickie Sheriff, Director of Campaigns and Communications, Which? said:
“The sharp increase in passenger complaints is further evidence of the urgent need for train companies to put passengers first.
“Consumers are poorly protected in rail with no independent body to help them resolve a complaint against a train company when they face cancellations, delays and disruption.
“The Government must introduce a new ombudsman that all train companies have to sign up to so that passenger complaints are properly heard and resolved.”
Notes to editors:
- Which? is asking passengers who have experienced delays, overcrowding, poor train conditions, short formation trains or general poor service, to share their nightmare experiences by visiting: www.which.co.uk/mytrainhell