The words “travel chaos” have become almost as familiar at Christmas as turkey and tinsel, but this year rail passengers have something to cheer – those caught in delays can claim compensation in cash rather than vouchers. However, research by The Observer has found train firms don’t always make that obvious to customers.
More than £25m was paid to passengers whose trains were delayed in 2014-15, with the festive season accounting for a sizable proportion of claims. Until July, all that was available was compensation in the form of a 12-month voucher, even for people making one-off rail journeys who would not get any use out of it. That has changed, and now compensation can either be paid in rail travel vouchers or, if customers request it, in money.
Passengers are usually entitled to compensation if delays or cancellations mean they arrive at their destination station more than 30 minutes late (although in the recent autumn statement the chancellor announced plans requiring companies to pay compensation for delays of more than 15 minutes). Rail operators usually repay 50% of the price paid for a single ticket, while on a return ticket it is 50% of the price paid for the relevant portion of that ticket. This means if a passenger travelling from Brighton to London is delayed by 30 minutes they would be entitled to £8.55 if they held a single ticket costing £17.10, or £9.87 if they had a return ticket costing £39.50. Check individual train companies’ passenger charters for exact details.
But during our survey carried out in mid-November we discovered many national rail companies were failing to tell customers that cash compensation was an option. We found several operators had failed to amend their forms so customers could make a claim for cash. Grand Central’s form still does not include a field for customers to request compensation by cash, cheque or Bacs payment. Nor does C2C’s form make reference of the right to request money, although the company said it was in the process of correcting this. Greater Anglia and Arriva have only changed their forms since November.
The regulations do not allow operators to limit when they offer money, yet Chiltern Railways’ website states cash can only be paid on claims worth £30 or more, otherwise passengers would be compensated in vouchers. Chiltern told us it was amending its website to “include vouchers or cheques to enable customers to select their preferred method to receive compensation payment”.
Other operators persisted with out-of-date information. South West’s passenger charter didn’t refer to monetary compensation until it was contacted by The Observer; Virgin Trains’ T&Cs made no reference to monetary compensation – the company has now added this, although you need to speak to the customer relations team to make a request as there is no opportunity to do so via the claims form. It offers cash repayment by cheque or by bank transfer if an Advance ticket was purchased.
Information on Hull Trains’ website stated cash compensation was only possible in “some special circumstances”. The firm now says: “We will ordinarily provide compensation in the form of National Rail Vouchers, Bacs or by cheque. However, in some special circumstances we will consider providing compensation appropriate to the circumstances.”
For some commentators the sector is failing its customers. Andy Webb from the BeCleverWithYourCash website said: “The compensation scheme is a total mess, leaving customers struggling to know what they are entitled to and how to go about lodging a claim. To still be only offered vouchers rather than cash is deplorable.”
The Campaign for Better Transport says rail operators should acknowledge that customers looking for compensation will rely on what they read on train companies’ web pages. James MacColl, head of campaigns at the group, says: “It is simply unacceptable that a number of train operators are still failing to tell passengers that they are entitled to monetary compensation. Rail passenger numbers are at an all-time high, but despite this passenger satisfaction remains low.”
Despite problems with complying with the National Conditions of Carriage, rail operators insist they are working in their customers’ best interests. Jacqueline Starr, director of customer experience at the Association of Train Operating Companies, says: “Train operators are doing lots more to inform passengers about when they are entitled to claim and how, including more announcements on trains, handing out claim forms or using Twitter, and sending email reminders to people who booked online.”
KNOW YOUR RIGHTS
When can I claim compensation?
If your train is cancelled, delayed or your reservation will not be honoured, you are entitled to a full refund.
How is the amount of compensation calculated?
Usually if you arrive at your destination station more than 30 minutes late, you can lodge a compensation claim. Some rail providers only compensate for longer delays, so always check the company’s passenger charter.
Do I have to accept vouchers ?
No. You have the right to request monetary compensation.
How do I claim?
Submit a delay repay compensation form within 28 days of the delay. Keep a copy of your ticket if you are required to submit the original.
What if my claim is disputed?
In the event of a dispute you can take the matter to the relevant watchdog, which will be Transport Focus for routes outside London, and London TravelWatch for services in the capital.
