Rail firms accused of creating barriers to compensation

 

Which? has accused train operating companies (TOCs) of making it ‘very difficult’ for passengers to get compensation by demanding up to 24 pieces of information.

The consumer group said it wants to see rail compensation simplified by the introduction of automatic compensation, with only one in three eligible passengers currently claiming for delayed or cancelled journeys.

It said it had looked at the online claims forms of 24 TOCs and found they required between 10 and 24 bits of information from passengers seeking compensation.

Alex Hayman, managing director of public markets, said: ‘It’s clear this fragmented and confusing compensation system leads to people losing out on a lot of money when they have already suffered enough from unacceptable levels of delays and cancellation.

‘The technology exists to deliver compensation automatically, but the industry continues to drag its heels, while benefiting from a system that deters passengers from claiming the money they are owed.’

Watchdog Transport Focus said it would be campaigning to ensure that more passengers claim compensation.

Chief executive Anthony Smith said: ‘There is no better way for passengers to ensure the rail industry listens to them.

'Transport Focus research found just 35% of passengers who were eligible claimed compensation for their journey. It’s now important that train operators actively encourage passengers to claim, making it quick, easy and automated as soon as possible.’

The Rail Delivery Group, which represents rail firms, said that passengers who create an account with their TOC or use a smartcard only need to complete personal details once, with far less information needed for subsequent claims.

Chief operating officer Jacqueline Starr said: ‘Train companies want to make it easy for passengers to claim compensation and asking questions like what train they caught and the price of their ticket ensures they receive what they are entitled to as quickly as possible while also guarding against fraudulent claims.'

She added that firms were doing more to encourage claims, ‘which has led to an 80% increase in compensation over the last two years to £81m a year’.

”Local
Which? is the source of this infographic

Which? named Greater Anglia, London Northwestern, ScotRail, Transport for Wales and West Midlands as ‘the worst offenders for their complicated and lengthy claims processes’, each demanding 24 pieces of information.

It pointed out that much of the information requested can be found clearly displayed on a photo of the paper ticket, which 23 out of the 24 TOCs require to be uploaded as proof of purchase anyway.

Register now for full access


Register just once to get unrestricted, real-time coverage of the issues and challenges facing UK transport and highways engineers.

Full website content includes the latest news, exclusive commentary from leading industry figures and detailed topical analysis of the highways, transportation, environment and place-shaping sectors. Use the link below to register your details for full, free access.

Already a registered? Login

 
comments powered by Disqus
 
 
highways jobs

(Senior) Environmental Health Officer/Enforcement Officer

Brent Council
£35,724 - £41,706 p.a. inc.
We are looking for Environmental Health Officers; EHRB registered and has current experience in food safety and health & safety enforcement. Brent, London (Greater)
Recuriter: Brent Council

Road worker/Ground worker

City of York Council
£10.30 per hour
Have you successfully worked as part of a team? York, North Yorkshire
Recuriter: City of York Council

HGV Relief Driver

North West Leicestershire District Council
Salary Band D, £21,589- £24,799 per year (pro rata to period of contract)
We are looking to recruit temporary HGV Relief Drivers with occasional loading duties to join NWLDC’s busy Waste Services Team. Coalville, Leicestershire
Recuriter: North West Leicestershire District Council

Waste Services Worker (Loader)

North West Leicestershire District Council
Band B, £18,795 - £19,171 per year (pro rata to the length of contract)
We are looking for Waste Operations Loaders to join our Waste Services Team to undertake waste collection and other related duties. Coalville, Leicestershire
Recuriter: North West Leicestershire District Council

Chargehand/Ganger

City of York Council
£11.09 per hour
Do you have experience of excavation, reinstatement and footway maintenance schemes? York, North Yorkshire
Recuriter: City of York Council

Sustainability & Resilience Manager (maternity cover)

Essex County Council
£51510.0 - £58752 per annum
This fixed-term contract will begin in August 2020 and is expected to last until October 2021 Interviews scheduled to be held Wednesday 10th June 2020 England, Essex, Chelmsford
Recuriter: Essex County Council

Civil Service Deputy Director Roles

GOV.UK
£70,000 - £117,800 & excellent rewards
We’re looking for significant experience of engaging at C-Suite and Board levels, excellent partnership-building and... England
Recuriter: GOV.UK

Engineer (Highways Scheme Design)

Medway Council
£31,888 - £37,646 per annum
The post-holder will be required to have highway engineering expertise in order to contribute to efficient and effective provision of... Medway City Estate, Rochester
Recuriter: Medway Council

Principal Flood Risk Officer

Lancashire County Council
£42,683-£46,566
We have an exciting opportunity for a Principal Floor Risk Officer Lancashire
Recuriter: Lancashire County Council

Resources and Waste Commercial and Contracts Manager

Northumberland County Council
£47,107 - £50,394
We are looking for a strategic, innovative and performance-focused leader to join us as Resources and Waste; Commercial and Contracts Manager. County Hall, Morpeth, Northumberland
Recuriter: Northumberland County Council

SEN Travel Assessment Co-ordination Officer

London Borough of Bexley
£35,529 - £41,796
We are currently seeking an experienced officer administrator who will enjoy working as team and under their own initiative, with duties including... Bexleyheath, London (Greater)
Recuriter: London Borough of Bexley

Principal Planning Liaison Officer X3

Somerset County Council
£33,799 to £37,849 per annum
We have a number of fantastic opportunities in Somerset at various levels Taunton, Somerset
Recuriter: Somerset County Council

Principal Estate Roads Engineer

Somerset County Council
£33,799 to £37,849 per annum
We have a number of fantastic opportunities in Somerset at various levels Taunton, Somerset
Recuriter: Somerset County Council

Principal Travel Plan Officer

Somerset County Council
£33,799 to £37,849 per annum
We have a number of fantastic opportunities in Somerset at various levels Taunton, Somerset
Recuriter: Somerset County Council

Assistant Estate Roads Engineer x2

Somerset County Council
£25,295 to £28,785 per annum
We have 2 exciting opportunities for enthusiastic and committed individuals to join our Highways Development Management Team Taunton, Somerset
Recuriter: Somerset County Council

Design Services Manager

Lincolnshire County Council
£50,430 - £55,503
We are a team of mixed experience and skills, proud to serve the people of Lincolnshire and have fun whilst doing so! Lincolnshire
Recuriter: Lincolnshire County Council

Transport Planning Officer

North Yorkshire County Council
£29,636 to £32,029
We are looking for a Transport Planning Officer to join our Highways and Transportation service. Northallerton, North Yorkshire
Recuriter: North Yorkshire County Council

Transforming Cities Fund - Project Delivery Manager

North Yorkshire County Council
£48,000 to £55,840
We are looking to appoint to the pivotal position of TCF Project Delivery Manager on a 3 year fixed-term contract, to... Northallerton, North Yorkshire
Recuriter: North Yorkshire County Council

Engineer (Drainage)

Medway Council
£31,888 - £37,646 per annum
The post holder will be expected to work closely with our term maintenance contractor to successfully complete schemes. Medway City Estate, Rochester
Recuriter: Medway Council

Senior Street Lighting Engineer

London Borough of Richmond upon Thames and London Borough of Wandsworth
£35,246 - £45,704 depending on skills, knowledge and experience
Are you looking for working arrangements that enhance your work-life balance? London (Greater)
Recuriter: London Borough of Richmond upon Thames and London Borough of Wandsworth