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| Version 2 | Version 3 |
|---|---|
| Rail delays: Passengers to get cash compensation | Rail delays: Passengers to get cash compensation |
| (about 4 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. |
| Readers' experiences | Readers' experiences |
| Nicholas Johnson, St Neots: It is a deliberately lengthy process to claim a refund. Fill out the form, send it off, get the form stamped at a ticket office etc. There have been times I have wanted to claim but by the time I get to the station it's closed so I cannot get it stamped, so I go home and forget about it. | Nicholas Johnson, St Neots: It is a deliberately lengthy process to claim a refund. Fill out the form, send it off, get the form stamped at a ticket office etc. There have been times I have wanted to claim but by the time I get to the station it's closed so I cannot get it stamped, so I go home and forget about it. |
| Stephanie Mark, London: As a frequent traveller between London and Edinburgh for over three years, I managed to accrue a delay repay for almost every service I was on. Whilst a refund through vouchers was great for my travel needs, it did add additional hassle when they could only be used when buying tickets at the station. After about a year of delays, I also felt bitter about being forced to return to their company. | Stephanie Mark, London: As a frequent traveller between London and Edinburgh for over three years, I managed to accrue a delay repay for almost every service I was on. Whilst a refund through vouchers was great for my travel needs, it did add additional hassle when they could only be used when buying tickets at the station. After about a year of delays, I also felt bitter about being forced to return to their company. |
| Lisa Howe, Maidstone: It's great that we'll finally get cash back from delays rather than vouchers. My thoughts have always been that my train ticket is my receipt - and therefore if there are delays I should get a delay as I would if I'd bought a faulty product. The issue is that even delays of five-10 minutes cause inconvenience, the percentages of delay repay still don't make up for the fact that you've had poor service. | Lisa Howe, Maidstone: It's great that we'll finally get cash back from delays rather than vouchers. My thoughts have always been that my train ticket is my receipt - and therefore if there are delays I should get a delay as I would if I'd bought a faulty product. The issue is that even delays of five-10 minutes cause inconvenience, the percentages of delay repay still don't make up for the fact that you've had poor service. |
| Andrew Leach, Eastbourne: One thing that Southern have done is make refunds easier - just as well given their record of service. They have always offered vouchers, but they have been exchangeable for cash at stations for a number of months. What's needed now is compensation for 10-minute delays during the week: the number of 30-minute delays has improved, but most journeys suffer more than five minutes delay. | Andrew Leach, Eastbourne: One thing that Southern have done is make refunds easier - just as well given their record of service. They have always offered vouchers, but they have been exchangeable for cash at stations for a number of months. What's needed now is compensation for 10-minute delays during the week: the number of 30-minute delays has improved, but most journeys suffer more than five minutes 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." |