Which? responds to Transport Focus rail passenger trust report

Neena Bhati, Which? Head of Campaigns, said:

“It’s no surprise that rail passenger trust has remained chronically low given major delays and cancellations have hit an 18-year peak, bringing chaos to the work and family lives of many thousands of people.

“The government’s rail review must lead to tangible improvements for passengers, but the industry can start to restore lost trust by immediately introducing automatic compensation so that after battling delays and cancellations passengers don’t have to fight to get the money they are owed.”

Notes to editors

• Major delays and cancellations have hit an 18-year high
• Two of the highest scorers for trust in this Transport Focus analysis – Heathrow Express and Chiltern – also asked for the fewest pieces of information, 10, from rail passengers claiming for Delay Repay compensation in Which?’s analysis: Train companies demanding up to 24 pieces of information for compensation claims, Which? reveals
• The latest Which? consumer insight tracker for March 2019 put trust in train travel at 24 per cent. Populus, on behalf of Which?, conduct bi-monthly surveys of 2000 consumers to gauge perception and attitudes to the consumer landscape. Data were weighted to be demographically representative of the UK population.

Statement