Improving passenger compensation – Transport Focus responds

17 March 2016

Responding to the recommendations called for by the Office of Rail and Road (ORR) to help rail passengers get more of the compensation, Transport Focus’s chief executive, Anthony Smith, said:

“Passengers will be pleased to see these proposals for making claiming refunds quicker and easier which build on work Transport Focus has done in recent years. We know that too many passengers are put off claiming due to lack of awareness or knowledge of how to claim.

“We will work with the rail industry to take these proposals on board and help build back passenger trust. In the longer term, passengers expect the process to become smarter and automatic, taking the onus off them to have to claim in the first place – automatic Delay Repay is the way forward.”