Changes to your rights – Transport Focus response

30 September 2016

Transport users will get new rights from tomorrow.

The new Consumer Rights Act and National Rail Conditions of Travel come into force on Saturday 1 October.

Anthony Smith, chief executive of the independent watchdog Transport Focus, said :
“The new Act strengthens and broadens passengers’ rights so is a welcome evolution. We hope it encourages train companies to improve communication with passengers when there will be issues with their service, such as rail replacement buses. The promises made to passengers should be clearer. We also welcome the changes to the Conditions of Travel which mean, among other things, all passengers can get their compensation in cash.”


  • The Act should also encourage the consistent delivery of the basic elements of train services such as length of trains and information and focus attention on improving complaints procedures.
  • However, many train companies already go well beyond what they are required to do in individual complaints cases and we would want to see this continued and enhanced.
  • Click for briefings on the Act and the Conditions of Travel.
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