Regulator consults on compensation code of practice

The Office of Rail and Road is seeking views on its latest proposals to improve delay compensation for passengers.

The regulator is proposing a new licence condition for train operating companies which will require them to meet new standards, set out in a new code of practice that requires them to provide passengers with clear information about their entitlements to compensation before and during their journeys.

Operators will also have to improve the way they process delay compensation claims and publish data on how well they are meeting those obligations.

The regulator wants the claims process to be simpler and quicker, and to enable passengers to submit claims via ticket retailers and intermediaries who meet the standard of a new ORR Code of Conduct.

ORR Deputy Director for Consumers Stephanie Tobyn said: “These proposed reforms will make it as easy as possible for people to better claim delay compensation, protect the interests of passengers, and promote positive behaviours among train companies.

“Providing compensation when a passenger has experienced a delay to their journey is one way in which the train company is able to demonstrate to the passenger that it recognises it has failed to provide the service that the passenger expected. It builds trust and can provide a tangible acknowledgement of where the industry has fallen short.”

Responses are required by August 28.