Which? executive director Richard Lloyd, said:
“The rail regulator confirms what Which? has said for years – millions of passengers are not getting the compensation they are owed for train delays and cancellations. The regulator’s plans for action in the short-term are a step in the right direction.
“The pressure is now on the train companies to show they can bring about urgently needed basic improvements for their customers. And, where breaches of consumer law and licence conditions have been found, the ORR must take enforcement action without delay.
“But this alone will not be enough to solve the problem for passengers in the long term. The Government must now ensure that the rail regulator has all the powers and duties it needs to be a consumer watchdog with real teeth.”