Which? response to compensation for Northern Rail passengers

Alex Hayman, Which? Managing Director of Public Markets, said:

“Compensation is a welcome step but what passengers really need is for Northern and the Government to get a grip on this crisis and put an end to the chaos that has been having a negative impact on their work and family lives.

“If the rail system is to start working for passengers they should be automatically compensated for delays and cancellations and the new Rail Ombudsman must be up and running as soon as possible so that passenger complaints don’t continue to go unheard.”


Notes to editors

  • You may be entitled to compensation for delays and consequential loss, Which?’s guide to train delay and cancellation rights and how to claim compensation can be found here: which.co.uk/consumer-rights/l/train-delays


Which? research on impact of timetable chaos on people’s money, time and health (conducted between 12th and 13th June 2018):

  • Three in five respondents affected by the timetable changes said they have had a negative impact on both their work (61%) and family life (61%).
  • Nearly four in 10 (38%) also saying it had a negative impact on their health.
  • Close to one in two (49%) of respondents affected by the chaos said it has had an adverse effect on their finances.
  • 72% of respondents affected by the disruption said they had not been informed on the train or at the platform about any compensation they may be entitled to receive.
  • Nine in ten (89%) respondents affected by the disruption believed operators should have anticipated teething issues and had a process in place to automatically compensate delayed passengers.
  • Two in three (65%) respondents troubled by the delays did not believe that they were adequately consulted about the timetable changes.
  • 85% said that the Government should do more to hold train companies to account for the failures.


Research note: YouGov conducted 2,003 online interviews with a nationally representative sample of respondents aged 18+ in Great Britain. Interviews took place between the 12th and 13th June 2018. Of those surveyed 150 responded to say they were affected by the