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Rail delays: Passengers to get cash compensation Rail delays: Passengers to get cash compensation
(about 7 hours later)
Rail passengers who suffer travel delays can now claim refunds in cash instead of vouchers as new compensation arrangements come into effect.Rail passengers who suffer travel delays can now claim refunds in cash instead of vouchers as new compensation arrangements come into effect.
The changes have been made after consumer groups criticised the vouchers, saying they could not be used online or to access cheap fares.The changes have been made after consumer groups criticised the vouchers, saying they could not be used online or to access cheap fares.
Passengers will be entitled to refunds if their train is delayed by at least 30 minutes.Passengers will be entitled to refunds if their train is delayed by at least 30 minutes.
Train operators said they wanted to give passengers "an even better deal".Train operators said they wanted to give passengers "an even better deal".
Up to now most train companies have only offered travel vouchers as compensation - a system that has been in place for about 20 years.Up to now most train companies have only offered travel vouchers as compensation - a system that has been in place for about 20 years.
David Mapp, commercial director at the Association of Train Operating Companies, said compensation for delays had "become increasingly generous and easy to apply for".David Mapp, commercial director at the Association of Train Operating Companies, said compensation for delays had "become increasingly generous and easy to apply for".
"Today's changes underline the industry's commitment to offering passengers an ever better deal, including how they receive compensation," he said."Today's changes underline the industry's commitment to offering passengers an ever better deal, including how they receive compensation," he said.
"Train operators and Network Rail are working hard together to make more trains run on time but when things do go wrong we want to put it right.""Train operators and Network Rail are working hard together to make more trains run on time but when things do go wrong we want to put it right."
Compensation varies between train companies but in general, passengers can claim a minimum cash refund of 20% of the cost of a single fare and 10% on a return fare if there was a delay on only one leg of the journey.Compensation varies between train companies but in general, passengers can claim a minimum cash refund of 20% of the cost of a single fare and 10% on a return fare if there was a delay on only one leg of the journey.
Claims must be submitted within 28 days of the delay.Claims must be submitted within 28 days of the delay.
'More improvements''More improvements'
The change has been welcomed by passenger group Transport Focus, which has campaigned on the issue for some time.The change has been welcomed by passenger group Transport Focus, which has campaigned on the issue for some time.
However the group said it was still concerned that too few people claim refunds when their trains are delayed.However the group said it was still concerned that too few people claim refunds when their trains are delayed.
In a survey published in 2013, it found that 88% of passengers entitled to compensation did not bother to ask for it.In a survey published in 2013, it found that 88% of passengers entitled to compensation did not bother to ask for it.
Rail minister Claire Perry said: "Passengers have told us that they want better compensation when their trains are delayed, and I am pleased that the industry has responded.Rail minister Claire Perry said: "Passengers have told us that they want better compensation when their trains are delayed, and I am pleased that the industry has responded.
"This change is a positive first step but I am working with the industry to ensure more improvements are delivered as soon as possible.""This change is a positive first step but I am working with the industry to ensure more improvements are delivered as soon as possible."
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