“Train operators must do more” – Which? response to reports that passengers will soon be able to get compensation for rail delays in cash

Which? executive director, Richard Lloyd, said:

“Our latest train survey showed that people are dissatisfied with the service provided by many of the operators, and it’s little wonder when three in ten people suffered a delay when they last travelled.

“As ticket prices continue to rocket, train operators must do more to improve levels of satisfaction and to inform people of their right to a refund as a result of delays.”

Notes to Editors

> In our latest train satisfaction survey – three in 10 (29%) rail passengers told us they had suffered a delay when they last travelled, while three quarters of those held up for more than an hour said they were not told that this meant they qualified for a full refund.

> The Which? consumer website has helpful advice on how to make a claim if your train is delayed.

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