Passengers to get clarity on claiming costs of rail misery

RAIL firms are to drop a misleading clause that deters passengers from claiming back cash for taxis and hotels due to service disruption.

A new law came into force in 2016 allowing customers to recover “consequential losses”.

But rail firms failed to update their terms and conditions which say it is not possible.

Consumer pressure group

EXPENSE Delays can mean costs

Which? urged regulator the Office of Rail and Road to force the changes, which come in on Sunday. Which? wants firms to explicitly state on websites and in T&Cs that people can claim for losses on delays and cancellations that are the firm’s fault. Alex Hayman of Which? said: “Train companies can now no longer hide behind misleading terms to avoid paying passengers. They need to proactively inform passengers.”