Neena Bhati, Which? Head of Campaigns, said:
“Delays and cancellations have caused chaos in people’s work and family lives in the last year – so it’s no surprise that passenger complaints are rising and punctuality is still the biggest area of concern.
“The government’s rail review must introduce automatic compensation so passengers no longer have to jump through hoops to get the compensation they are owed after facing disruption to their journey.
“More than a third of train companies are failing to hit their targets for closing complaints so it is vital that passengers are made aware they can turn to the rail ombudsman if they do not feel their voices are being heard.”
Notes to editor
- Q4 ORR complaints data: https://orr.gov.uk/__data/assets/pdf_file/0017/41336/passenger-rail-service-complaints-2018-19-q4.pdf