Alex Hayman, Which? Managing Director of Public Markets, said:
“This long overdue rollout of smart ticketing across the rail network is a positive step towards making journeys simpler and improving passengers’ experience.
“However last year train companies failed to resolve a quarter of a million compensation claims on time and too many people miss out on getting back the compensation they are owed for delays and cancellations. Plans to link smart ticketing to one-click compensation do not go far enough. The rail review should capitalise on this opportunity to finally introduce automatic compensation for all passengers across the network.”