Which? response to ORR annual consumer report

Alex Hayman, Which? Managing Director of Public Markets, said:

“Long-suffering rail passengers did not need this report to tell them that many train companies are doing a woeful job of providing them with clear information and are failing to meet consumer expectations for complaints and compensation claims handling. What they do need is for the regulator to take tougher action against operators that continue to fail their customers.

“If the rail system is to start working for passengers the Government must step in to ensure they are automatically compensated for delays and cancellations and the new Rail Ombudsman must be up and running as soon as possible so passenger complaints don’t continue to go unheard.”