When travel plans are derailed
This week, Southern Rail has axed almost 350 timetabled services in an attempt to stabilise its strikehit and delay-riddled network.
Commuters have long been facing service disruptions on the Southern franchise – which runs services between London, Surrey and Sussex. Now, a series of walkouts and staffing problems have wreaked havoc, with delayed and cancelled trains often making commuters’ lives a misery and with Southern’s parent now facing an MP Select Committee.
NOT JUST SOUTHERN
This will all be painfully familiar to rail users up and down the UK, whether its industrial action on Great Western, or endless franchise-swapping on the East Coast routes. In short, far too many of our rail journeys are going off the rails.
But what can you do if you encounter a problem? This week I’ve looked into your passenger rights when your train journey goes wrong.
HOW YOU CAN CLAIM FOR A TRAIN DELAY
The rules officially state you can only claim if it’s the train company’s fault and after an hour’ delay, but in practice many companies have a policy of paying out after shorter delays – it very much depends on the train operator.
NATIONAL CONDITIONS OF CARRIAGE
Put simply, this is the agreement for how the railways operate and how you are entitled to compensation if something goes wrong.
If your train is delayed for over an hour, you are entitled to a 20 per cent refund on a single ticket or 10 per cent on a return ticket. If you choose not to travel because the train is delayed or cancelled, then you can apply for a complete refund from the train station or submit your tickets back to the train company. Remember if possible to have some proof of when the train was delayed.
CHECK YOUR TRAIN COMPANY
Different train companies have different rules – the compensations levels I’ve already mentioned are the minimum standards set by Government. Over 50 per cent of train companies will give you compensation if your train is later than 30 minutes behind its scheduled time, so it’s worth checking, and remember you can use www. resolver.co.uk to submit your query.
SEASON TICKETS
Refunds are based on the length of delays as a proportion of the daily cost of your ticket.
There are two ways to get compensation; some firms offer an automatic system for delays, while on others you have to complete a manual process.
WHAT NEXT?
If an issue cannot be resolved with the train company, you have the right to take your case for independent inspection to Passenger Focus (or London Travelwatch).
WHEN COMPENSATION IS NOT PAYABLE ON A TRAIN
• Acts or threats of vandalism or terrorism • Suicides or accidents involving trespassers • Gas leaks or fires in lineside buildings not caused by a train company • Line closures at the request of the police or emergency services • Exceptionally severe weather conditions • Industrial action • Riots or civil commotion • Fire, mechanical or electrical failure or a defect (except where caused by a train company or its trains’ defects)
James Walker is the founder of online complaint-resolution service Resolver.co.uk
Follow James via @resolvercouk, or email James@resolver.co.uk