“Further evidence of train companies letting their customers down”, Alex Neill, Which? Director of Policy and Campaigns, response to ORR ‘Measuring Up’ report

“This is further evidence of train companies letting their customers down. It clearly shows why the Government needs to introduce a simple, effective route for passengers to get redress when things go wrong.

“We want to see the introduction of a statutory compensation scheme and for the regulator to be given the powers it needs to effectively hold the train companies to account when they breach licence conditions and consumer law.”

Statement: Transport