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

Senior Traffic Engineer

East Riding of Yorkshire Council
£32,029 - £34,788 per annum
Currently seeking an enthusiastic and experienced individual to manage our Traffic Team. East Riding of Yorkshire
Recuriter: East Riding of Yorkshire Council

Ugobus Driver (multiple positions)

Essex County Council
Up to £18938 per annum
Please note that we have permanent, fixed term and relief contract opportunities on a part time, job share and flexible working basis. The salary is u England, Essex, Chelmsford
Recuriter: Essex County Council

Principal Transport & Infrastructure Planning Officer

Essex County Council
£52000 - £57570.0 per annum
Please note this is a two year fixed term contract with a potential for extension, subject to budget and workload. Job purpose Calling all transport P England, Essex, Chelmsford
Recuriter: Essex County Council

Food Safety Environmental Health Officer

Camden London Borough Council
£36,630 to £42,490
Seeking a highly motivated and experienced Environmental Health Officer to join our busy Food Safety team. Camden, London (Greater)
Recuriter: Camden London Borough Council

Policy Planner

London Borough of Richmond upon Thames and London Borough of Wandsworth
£25,327 - £36,486 depending on skills and experience
We have an exciting opportunity within the Spatial and Transport Planning service for 2 x Policy Planner roles... London (Greater)
Recuriter: London Borough of Richmond upon Thames and London Borough of Wandsworth

Highways Inspector

Cambridgeshire County Council
£19,554 - £23,836
Looking for candidates who have experience of highways maintenance and have a sound technical understanding of highways. Cambridgeshire
Recuriter: Cambridgeshire County Council

Street Services Recruitment Day

Royal Borough of Greenwich
Competitive Salary
This role involves collecting residents and business wheelie bins and waste containers you will work as... Greenwich, London (Greater)
Recuriter: Royal Borough of Greenwich

Assistant Tree Officer

Camden London Borough Council
£25,880 - £27,904
Looking for an assistant tree officer to join a busy Tree Section working with the most up to date arboriculture equipment’s and IT resources.  Camden, London (Greater)
Recuriter: Camden London Borough Council

Traffic Officer

Bedford Borough Council
£23,313 - £26,999 per annum
You will work as part of the Highways team providing specialist knowledge and advice on traffic management issues. Bedford, Bedfordshire
Recuriter: Bedford Borough Council

Vehicle Technician x2

Sandwell Metropolitan Borough Council
£24,313 - £28,785 per annum
Seeking to recruit two Vehicle Technicians, based at our Waterfall Lane Depot in Cradley Heath. Sandwell, West Midlands
Recuriter: Sandwell Metropolitan Borough Council

Senior Design Engineer - Guildford

Surrey County Council
£39,438 - £43,744 per annum
An opportunity has arisen within Surrey County Council's Highway Design & Delivery Team... Guildford, Surrey
Recuriter: Surrey County Council

Environment and Low Carbon Work Package Manager

Essex County Council
£38400 - £42420 per annum
Please note that this position is to be offered on a 3-year, fixed term contract.Interviews likely to be held week commencing 30th September 2019.Esse England, Essex, Chelmsford
Recuriter: Essex County Council

Director of External Operations

Somerset West and Taunton Council
£100,000
Somerset West and Taunton Council has been through a transformation that puts customers at the heart of everything we do. Taunton, Somerset
Recuriter: Somerset West and Taunton Council

Zero Emissions Network Officer

Tower Hamlets London Borough Council
£33,759 - £34,986
We are looking for an enthusiastic Zero Emissions Network Officer Tower Hamlets, London (Greater)
Recuriter: Tower Hamlets London Borough Council

Contract Supervisor

London Borough of Richmond upon Thames and London Borough of Wandsworth
£31,013 - £36,486 depending on skills, knowledge and experience
The role of Contract Supervisor (Waste and Street Cleansing) will require you to support ambitious plans to provide services for residents Richmond upon Thames, London (Greater)
Recuriter: London Borough of Richmond upon Thames and London Borough of Wandsworth

Flood Risk Manager

Birmingham City Council
£43,662 - £54,574
The role requires the post holder to be the lead professional for the Authority’s Flood Risk Management and drainage function Birmingham, West Midlands
Recuriter: Birmingham City Council

Head of Highways & Transport

Lewisham London Borough Council
up to £72,705
As our lead expert on highways and transport, you will set the direction and lead on all transport related matters Lewisham, London (Greater)
Recuriter: Lewisham London Borough Council

Assistant Director

Hounslow London Borough Council
Up to £82k
Working across a wide range of high profile direct services, the emphasis for this role is on partnership working. Hounslow (City/Town), London (Greater)
Recuriter: Hounslow London Borough Council

Director of Integrated Transport

Liverpool City Region
Salary up to £124,848
The Liverpool City Region Combined Authority is embarking on a search for an exceptional individual with the passion to deliver on our vision Liverpool, Merseyside
Recuriter: Liverpool City Region