Alex Hayman, Which? Managing Director of Public Markets, said:
“Train companies still aren’t adequately dealing with the vast majority of disgruntled passengers’ complaints, from problems with late and dirty trains through to issues buying their tickets.
“This dysfunctional system adds insult to injury for passengers. A new ombudsman needs to be introduced and all train companies should sign up, so that passengers aren’t ignored and can get a satisfactory outcome when they complain.”