Alex Hayman, Which? Managing Director of Public Markets, said:
“The appalling disruption we saw to people’s work and family lives during this year’s timetable fiasco demonstrated that passengers suffer the most when the rail system fails – resulting in chronically low levels of trust in the rail industry.
“Passengers can no longer be ignored and must be at the centre of this review. They must be given a voice and be directly consulted so that their concerns are acted upon if there is to be any hope of restoring faith in rail travel.
“It is right the review is not used as an excuse to delay real action to improve passengers’ experiences on the trains today. As a first step, the Government must introduce fully automatic compensation, ensuring more passengers get the money they are owed.”