Richard Lloyd, Which? executive director said:
‘It is absolutely right that it should made easier for rail passengers to complain. We found that one in ten passengers had cause to complain on their last train journey, yet three-quarters of them didn’t. With satisfaction so low it is important consumers know their rights and find out if they are entitled to compensation.
“Which? is encouraging passengers to formally complain to their train company and to share their experience on our website which will form a dossier of customer complaints to be presented to each train company.”
Notes to Editors
Which? is encouraging passengers to formally complain to their company if they experience a delay and also share their experience at www.which.co.uk/trains to build a picture of the problems they face. We will then present each train company with a dossier of consumers’ complaints. Our site also has free information on passenger rights and what compensation is available for delayed or cancelled journeys: www.which.co.uk/consumer-rights/action/how-to-claim-refunds-for-train-delays-and-cancellations