Watchdog says £100m rail delay compensation goes unclaimed

 

The transport watchdog has launched a campaign to encourage more rail passengers to claim compensation for delays as currently only one in three do so.

Transport Focus also called for train operators to make the compensation process quicker and easier, with choices about how passengers make a claim and receive the payment, including the option to donate this to charity.

”Local
Manchester Victoria Station

Launching its Make Delay Pay campaign, chief executive Anthony Smith said: ‘Too many rail passengers miss out on compensation for late running trains. When things go wrong train operators must ensure every eligible passenger knows about Delay Repay and how to claim.

‘They must also do more to make it easy to claim and automate this process wherever possible. To make their voice heard passengers must claim every time.’

Transport focus said that 35% of passengers claimed a total of £81m compensation in 2017-18, as much as £100m remains unclaimed from train operators every year.

Only 18% of passengers claimed for delays of 15 minutes or more, with 39% claiming for delays for 30 minutes or more.

In fact, the £81m figure represents compensation actually paid out by train companies. Data published by the Office of Rail and Road shows that one in six claims are rejected.

As Transport Network has reported, rail firms received over half a billion pounds in compensation from Network Rail in 2017/18 for disruption caused by the track operator.

As well as encouraging passengers to claim, Transport Focus is calling for train operators to make the process quicker and easier and to do more to promote how and when passengers can claim money back for every delayed journey, including making announcements on trains.

It also said there should be more automated compensation schemes, so passengers do not have to claim in the first place.

The Rail Delivery Group (RDG) said the £81m in compensation represented an increase of 80% in from 2015/16 to 17/18, ‘supported by automatic refunds, train and station announcements and awareness raising campaigns’.

Robert Nisbet, the RDG’s director of nations and regions, said: ‘We want passengers to get the compensation they’re entitled to and train companies have helped to increase compensation payments by 80% over the last two years.

‘Working together, we’re sending personal alerts through Facebook, making more station announcements, and more train operators are offering one click or automatic compensation.’

 

Also see

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

Key Route Network Manager

Liverpool City Region
£63,753 - £71,747
An exciting new opportunity has arisen within the Integrated Transport Directorate of the LCR Combined Authority Liverpool, Merseyside
Recuriter: Liverpool City Region

Medium/Heavy Vehicle Mechanic - January 2020

North West Leicestershire District Council
You could earn up to £28,785 + 0.75 hours per week plain time overtime
Tasks will include preparation for DVSA annual examination, servicing, general and defect generated repairs, fault finding including diagnostic tests. Coalville, Leicestershire
Recuriter: North West Leicestershire District Council

Senior Engineer (Co-ordinator) - 2 jobs

Kirklees Metropolitan Council
£22,462 - £29,636 + £2000 Market Rate Supplement
The role is in the Highway Network Management & Co-ordination (HNMC) Team, which is part of Operational Services. Kirklees, West Yorkshire
Recuriter: Kirklees Metropolitan Council

Surface Water Engineer

Essex County Council
£30001.0 - £35350 per annum
At Essex County Council, we're passionate about helping deliver economic growth, the best starts in life and the chance to age well for people in the England, Essex, Chelmsford
Recuriter: Essex County Council

Highways Operations Manager

Swindon Borough Council
Salary up to £41,494 p.a.
In this key role, you will plan, organise, co-ordinate and control the workforce Swindon, Wiltshire
Recuriter: Swindon Borough Council

Director Neighbourhood & Enforcement

Telford & Wrekin Council
Cicra 89k
Telford and Wrekin is a great place to live, work, visit and do business. Telford, Shropshire
Recuriter: Telford & Wrekin Council

Senior Engineer (Highways Maintenance Design)

Kirklees Metropolitan Council
£22,462 - £29,636
Are you looking for an opportunity to work as a Senior Engineer, whilst still being able to develop your career and have a good work-life balance? Kirklees, West Yorkshire
Recuriter: Kirklees Metropolitan Council

Highways Projects Engineer

Cambridgeshire County Council
£33,153 - £35,755
Looking for strong team players interested in working with a variety of professional and community partners across Cambridgeshire and... Cambridgeshire
Recuriter: Cambridgeshire County Council

Senior Heating Engineer

London Borough of Richmond upon Thames and London Borough of Wandsworth
Up to £48,692 per annum
Looking for a Senior Heating Engineer who will work as part of one of the small professional teams. London (Greater)
Recuriter: London Borough of Richmond upon Thames and London Borough of Wandsworth

Lead Practitioner (Infrastructure)

Newark & Sherwood District Council
£33,799 to £35,934 per annum
Newark and Sherwood is looking to recruit to its newly created post of Lead Practitioner for Infrastructure. Newark, Nottinghamshire
Recuriter: Newark & Sherwood District Council

Senior Parking Manager

Brent Council
£55,638 - £58,779 p.a. inc.
As Senior Parking Manager, you will be responsible for the effective management of the Council’s Parking Services contract Brentford (City/Town), London (Greater)
Recuriter: Brent Council

Highways Inspector

Hackney London Borough Council
£28,752 - £32,577
We are seeking an experienced Highways Inspector to join the Highways Team. Hackney, London (Greater)
Recuriter: Hackney London Borough Council

School Crossing Patrol

Brent Council
£21,591 - £22,377 p.a. inc. pro rata. (£11.50 per hour)
A school crossing patrol officer is responsible for assisting children to cross the road safely on their way to and from school. Brent, London (Greater)
Recuriter: Brent Council

Assistant Director - Environment

Redcar & Cleveland Borough Council
£82k per annum
Our Assistant Director – Environment will ensure clean, safe and attractive communities. Redcar, North Yorkshire
Recuriter: Redcar & Cleveland Borough Council

Traffic Engineering Team Leader

Telford & Wrekin Council
£39,782 - £42,683
This is an exciting opportunity to join Telford & Wrekin Council’s Network Management Team Telford, Shropshire
Recuriter: Telford & Wrekin Council

Street Lighting Client Officer

Enfield London Borough Council
£37,842 – £40,728
As a Street Lighting Client Officer, you will assist the Streetlighting Client Manager in managing the Council’s Street lighting Service Provider Enfield (City/Town), London (Greater)
Recuriter: Enfield London Borough Council

Partnership Director (Fixed Term for 2 years)

Tactran
£79,165 - £83,020
An exciting opportunity has arisen for the post of Partnership Director for the Tayside & Central Scotland Transport Partnership (Tactran). Perth, Perth and Kinross
Recuriter: Tactran

Service Director Planning, Transportation and Highways

Wakefield Council
£88,768
To lead on behalf of the Council on all planning, transportation and highways matters Wakefield, West Yorkshire
Recuriter: Wakefield Council

Road Safety and Sustainable Transport Assistant

Telford & Wrekin Council
SCP 13-17 - £11.41 - £12.35
Exciting opportunity to join Telford & Wrekin Council’s Highways, Transport & Engineering, Road Safety & Sustainable Transport Team. Telford, Shropshire
Recuriter: Telford & Wrekin Council