“Rail travel offers little more value for money than it did a decade ago”, Richard Lloyd, Which? executive director responds to Rail Delivery Group journey figures.

“Journeys may be increasing but passengers say that rail travel offers little more value for money than it did a decade ago. Train companies must do much more to tackle delays and poor service and the Government should be bringing forward new passenger rights as soon as possible.”

Notes to Editors:

  • Rail passengers were due to get further rights from 6 April this year through the Consumer Rights Act, but Government announced the day before that they were exempting rail companies from having to comply with key parts of this legislation until October this year and plan to get approval for a further exemption until October 2017.
  • This would mean consumers will now have to wait another 18 months to be able to claim a full refund or compensation when a train operator does not deliver a service ‘with reasonable care and skill’.
  • Figures from Which? found that 47m passenger journeys were cancelled or significantly late in one year, and they found only a third of passengers who were delayed claimed compensation.
  • In December 2015 Which? made a super-complaint to the rail regulator as it’s far too difficult for passengers to get a refund for rail delays, or to even find out if they are eligible.
  • Full VFM data can be found at: https://public.tableau.com/views/NationalRailPassengerSatisfactionbyTOCVFM/DelayhandlingvsPunctuality?:embed=y&:display_count=yes&:showTabs=y

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