Passenger compensation – Passenger Focus response

28 March 2013

Anthony Smith, Passenger Focus chief executive, said:

“Train companies should work hard to inform passengers of their right to compensation when they fail to deliver the train services that passengers have paid for. On a daily basis we work with train companies on improving their complaints handling, and we strongly urge them to be generous towards passengers.

“It’s simply not acceptable that such a small proportion of the money given to train companies by Network Rail ends up back with the people who’ve had to suffer the bad service.  The onus must be on the industry and not the passenger.” 



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