Vickie Sheriff, Director of Campaigns and Communications at Which? said:
“As today’s report confirms, ministers want to see rapid progress made by the industry to improve compensation for passengers so they must now urgently deliver these much-needed, basic improvements.
“Where they fail to deliver, they need to be held to account and action should be taken if licence conditions are breached. That is why we are also calling on the Government to change the powers and duties of the rail regulator as it needs to be a consumer watchdog with real teeth.”
To solve the problem for passengers in the long term, much more also needs to be done. Which? is calling for further action, including:
Ensuring passengers experiencing persistent short delays or overcrowding are able to claim compensation more easily;
The introduction of automatic compensation payments should be speeded up; and
The introduction of a new statutory ombudsman, that is mandatory for all train companies to join, to help resolve passenger complaints.