Which? response to Transport Focus’ National Rail Passenger Survey

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

“Thousands of people have told us about their miserable train journeys, so it’s no surprise to see satisfaction is down overall and chronically poor on value for money and handling of delays.

“Our research has shown that seven million journeys were significantly delayed last year and satisfaction with delay handling has been persistently low for over a decade. Passengers are also finding it too difficult to claim compensation when things go wrong.

“These basic failings make the case even stronger for automatic compensation to be introduced across the industry so that people can get the money they are owed.”

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