Which? celebrates end of 'misleading' rail terms

 

Consumer watchdog Which? has trumpeted imminent changes to the industry-wide National Rail Conditions of Travel (NRCoT), including one that acknowledges passengers' right to claim compensation for consequential loss.

The changes will mean that passengers left out-of-pocket because of a failure by a train company will not be put off from claiming by what Which? called ‘misleading terms and conditions’.

”Local

The NRCoT will be changed this Sunday to recognise the different routes to compensation, including the passengers’ right to claim using the Consumer Rights Act.

Consequential loss involves additional losses, such as taxi fares or hotel bookings, when someone’s train journey is disrupted because of a failure to provide the service with 'reasonable care and skill'.

Which? pointed out that although the Consumer Rights Act (CRA) came into effect for the rail industry on 1 October 2016, it has taken more than a year for the NRCoT to better reflect consumers’ rights.

Its managing director of public markets, Alex Hayman, said: ‘Train companies can now no longer hide behind misleading terms to avoid paying passengers.

‘They need to go further and proactively inform passengers about their compensation rights. If they fail to uphold these rights, they should be held to account by the Government and the regulator.’

A spokesman for the Rail Delivery Group, which represents train operators, said: ‘Train companies are sorry whenever journeys are disrupted and we have been happy to work with the government and the regulator to make clearer our customers’ rights.

‘Nevertheless, it is important for our customers to understand that it is very unlikely they will be entitled to compensation for additional losses.

‘Compensation is becoming increasingly generous and easy to claim, which is why payments have increased fivefold in five years to £74m. As part of our plan for a changing and improving railway, train companies have committed to creating a new independent railway ombudsman to rule on complaints and build confidence in our services.’

 

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

Fire Safety Contract Manager

Camden London Borough Council
£40,028 to £46,431
We are currently seeking an experienced Fire Safety Contract Manager to lead and co-ordinate activities and to ensure that the service is managed Camden, London (Greater)
Recuriter: Camden London Borough Council

Pest Control Officer

Camden London Borough Council
£27,093 to £29,188
As a Pest Control Officer within Environmental Health, Business and Consumer Services your focus will be to deliver pest control treatments Camden, London (Greater)
Recuriter: Camden London Borough Council

Senior Waste Prevention Officer

Camden London Borough Council
£35,913 - £41,657
We now have an exciting opportunity for a talented and enthusiastic individual to join us and be part of a team tottenham
Recuriter: Camden London Borough Council

Senior Waste Prevention Officer

Camden London Borough Council
£35,913 - £41,657
We now have an exciting opportunity for a talented and enthusiastic individual to join us and be part of a team developing a new vision Camden, London (Greater)
Recuriter: Camden London Borough Council

Operations Manager – Waste and Recycling

Bath & North East Somerset Council
£38,052- £40,858.
This is an exciting opportunity for an experienced waste management professional Bath, Somerset
Recuriter: Bath & North East Somerset Council

HGV Driver/Loader

Torridge District Council
£18,070 - £20,138
DRIVER/LOADER (HGV) Driving and loading a refuse/recycling collection vehicle up to 26 tonne gross weight, you will collect recycling or household ... Bideford, Devon
Recuriter: Torridge District Council

Principal Transport Officer

Cambridgeshire County Council
£37,320 to £40,198
The role will require close dialogue with developers and their agents and necessitate strong partnership working with District Councils... Cambridge, Cambridgeshire
Recuriter: Cambridgeshire County Council

Senior Engineer – Traffic and Road Safety

Redbridge London Borough Council
£35,992 - £38,994 per annum
Redbridge Council is an outer Borough, working to improve the environment and its services for residents and businesses. Redbridge, London (Greater)
Recuriter: Redbridge London Borough Council

Trainee Technician – Active and Sustainable Travel

Redbridge London Borough Council
£20,667 - £22,424 per annum
Redbridge Council is an outer Borough, working to improve the environment and its services for residents and businesses. Redbridge, London (Greater)
Recuriter: Redbridge London Borough Council

Senior Engineer – Parking

Redbridge London Borough Council
£35,992 - £38,994 per annum
To be responsible for the delivery of parking engineering design and implementation of schemes across the borough Ilford, London (Greater)
Recuriter: Redbridge London Borough Council

Senior Engineer – Highway Maintenance/Asset Management

Redbridge London Borough Council
£35,992 - £38,994 per annum
To be responsible for highway asset management, reactive and planned highway maintenance, highway safety and structural surveys and inspections. Ilford, London (Greater)
Recuriter: Redbridge London Borough Council

Trainee Technician – Projects

Redbridge London Borough Council
£20,667 - £22,424 per annum
Redbridge Council is an outer Borough, working to improve the environment and its services for residents and businesses. Redbridge, London (Greater)
Recuriter: Redbridge London Borough Council

Senior Engineer – Flood Management/Civil Engineering

Redbridge London Borough Council
£35,992 - £38,994 per annum
To provide expert advice on highway and land drainage, flood risk management, sustainable drainage, highway structures and bridges... Ilford, London (Greater)
Recuriter: Redbridge London Borough Council

Senior Engineer – Development Control

Redbridge London Borough Council
£35,992 - £38,994 per annum
To be responsible for assisting and supporting the operational delivery of the Council’s highways development control function and to assist the lead Ilford, London (Greater)
Recuriter: Redbridge London Borough Council

Engineer – Projects

Redbridge London Borough Council
£30,930 - £32,638 per annum
To assist with the delivery of highway and land drainage, flood risk management, sustainable drainage, highway structures and bridges... Ilford, London (Greater)
Recuriter: Redbridge London Borough Council

Engineer – Parking

Redbridge London Borough Council
£30,930 - £32,638 per annum
To assist with the delivery of parking engineering design and implementation of schemes across the borough Ilford, London (Greater)
Recuriter: Redbridge London Borough Council

Engineer (Bridges)

Cambridgeshire County Council
£32,825 - £35,401
You will have experience in the development, planning, design and implementation of transport infrastructure and related projects Cambridgeshire
Recuriter: Cambridgeshire County Council

Pest Control Officer

Brent Council
£25,746 - £27,342 p.a. inc.
Salary range
Recuriter: Brent Council

Streetworks Officer

Westminster City Council
£32,592 - £41,601
As Streetworks Officer you will be a member of the permitting and streetworks team City of Westminster, London (Greater)
Recuriter: Westminster City Council

Vehicle Mechanic

Rugby Borough Council
£23,866 - £28,221 (£28,703 - £33,941 pro rata for 44.5 hours per week)
The post holder will ideally be qualified to undertake taxi compliance testing, preparation for MOT testing from Class 4 and 7. Rugby, Warwickshire
Recuriter: Rugby Borough Council