Alex Hayman, Which? Managing Director of Public Markets, said:
“For the many passengers who are tired of being badly let down by train services and having their complaints ignored, the introduction of a rail ombudsman can’t come soon enough.
“While the introduction of an ombudsman service is welcome it’s vital that it is introduced without further delay and that it provides real redress for passengers, so the rail system can start working for passengers, not just train companies.”
Notes to editors:
- The recent ORR annual rail consumer report found that fewer than a third (29%) of passengers were satisfied with the complaints process
- To report your delays, packed trains and cancelled journeys to Which? visit: which.co.uk/trainpain