Rail companies will have to use the latest technology to make it
easier for rail passengers to claim compensation for disruption,
announced the Transport Secretary, .
The initiative will enable passengers to claim fair and fast
compensation. It is unfortunate when things go wrong and journeys
are delayed, but when it does happen passengers want to know that
they can receive compensation and train companies must work to
make claims as easy as possible for rail users.
The announcement comes after the Transport Secretary unveiled a
major review into the whole rail system, putting passengers at
the heart of reforms. The current system to claim can be
complicated and time consuming, meaning some passengers aren’t
bothering to claim what they are owed. We want to make it
quicker, easier and fairer. We are introducing a simple and
speedy ‘one-click’ claims system, using technology to do the
heavy lifting in filing a claim, so the passengers don’t have to.
The new system will mean passengers need only make ‘one-click’ to
submit their claim once registered rather than entering their
details every time. New operators will be expected to make
greater use of technology to inform
passengers when they are entitled to claim compensation, such as
through mobile phone apps.
, Transport Secretary, said:
“As a rail commuter myself I know how frustrating it can be when
things go wrong. This Conservative government is on the side of
passengers, making sure you can claim what you are owed when rail
journeys don’t go to plan.”
ENDS
Notes to Editors
This is on top of the introduction of Delay Repay 15, which is
being rolled out as franchises come up for renewal. It was
recently also introduced on Northern, where passengers
experienced disruption after the introduction of a new timetable.
Delay Repay 15 allows consumers to claim money back from the cost
of their ticket if their train is more than 15 minutes late.
The total amount of compensation paid to passengers has risen by
80 per cent in the past two years, as we have increased the
requirements of train operators to publicise passengers’ rights.
Claims are also being dealt with more quickly, with 67 per cent
resolved within two weeks, an increase from 48 per cent in 2016.
