Which? response to the ORR’s Williams Rail Review recommendations

Neena Bhati, Which? Head of Campaigns, said:

“Passengers have been treated as an afterthought for too long on the railways – facing appalling disruption to their lives through delays and cancellations and then facing a confusing compensation system, which puts many off claiming.

“Moves to speed up compensation claims and make the system more consistent are welcome. But to really improve the dire levels of trust in train companies, the rail review should recommend fully automatic compensation so passengers no longer have to jump through hoops to get the money they are owed.”