Which? executive director, Richard Lloyd, said:
“Our latest train survey showed that people are dissatisfied with the service provided by many of the operators, and it’s little wonder when three in ten people suffered a delay when they last travelled.
“As ticket prices continue to rocket, train operators must do more to improve levels of satisfaction and to inform people of their right to a refund as a result of delays.”
Notes to Editors
> In our latest train satisfaction survey – three in 10 (29%) rail passengers told us they had suffered a delay when they last travelled, while three quarters of those held up for more than an hour said they were not told that this meant they qualified for a full refund.
> The Which? consumer website has helpful advice on how to make a claim if your train is delayed.