Alex Neill, Which? Director of Policy and Campaigns, said:
“It’s little wonder that trust in train companies is falling when passengers face cancellations, delays and disruption yet see fares continue to rise. The Government must hold the industry to account by introducing a new mandatory ombudsman to ensure passenger complaints are properly heard, and introduce better compensation for the overcrowding and frequent short delays.”
Trust in train travel sector sourced from Which? Consumer Insight Tracker July 2016. Populus on behalf of Which? surveyed a representative sample of around 2,000 UK adults for the July wave. Populus is a member of the British Polling Council and abides by its rules. http://press.which.co.u
Which? is calling on the Government to make the rail regulator implement a compensation system that ensures passengers experiencing persistent short delays or overcrowding can claim. The Government and rail regulator should also speed up the introduction of automatic compensation payments.
The Government should also introduce a statutory ombudsman that is mandatory for all train companies to join to resolve passenger complaints.