Rail firms treat passengers with ‘disregard’ over compo
TRAIN operators are misleading passengers over compensation, a consumer group claims.
Some firms are defying recent rules meaning they have to pay for expenses, such as taxis, when a last train is cancelled, said Which?. The watchdog posed the problem to 26 firms in mystery shopper phone calls.
Twelve firms provided “incorrect or inconsistent advice”. While six – Cross Country, Grand Central, Greater Anglia, Heathrow Express, ScotRail and Stan- sted Express – said the passengers could not make a claim.
Alex Hayman, of Which? said firms are treating customers with “breathtaking disregard”. He added: “The regulator [Office of Rail and Road] must take immediate enforcement action.”
Jason Webb, of the Rail Delivery Group, said: “Over the last five years, compensation payments have increased almost 500% to £74million.
“There is still even more we can do to improve customer information.”