Passengers delayed by power outage or heeding advice not to travel must claim compensation
10 August 2019
Following an evening of severe disruption caused by power outage and as severe weather affects rail services in several parts of the UK, David Sidebottom, Director of independent transport user watchdog Transport Focus said today:
“Transport Focus recognises the considerable efforts made in these extreme circumstances by all parts of the railway to ensure passengers were safe and to help those affected to complete essential journeys.
“Any passengers affected any passengers who heeded advice not to travel should claim delay repay compensation in order to get their money back, including those using a season ticket.
- raise passenger awareness of compensation for delayed and cancelled train journeys
- persuade more rail users to claim what they are entitled to
- ensure train operators streamline the claims process through easier online and automated systems.
Notes for Editors
Recent extreme weather events have highlighted the need for clear and specific advice to passengers – including season ticket holders – about the compensation they can claim when train operators issue ‘Do Not Travel’ warnings for any reason, including bad weather and significant network failures.
Current wording in the Conditions of Travel is ambiguous, but Transport Focus argues that where train operating company instruct passengers ‘not to travel’ then season ticket holders (delayed in effect by two hours or more) should be entitled to claim for a ‘lost day’. Transport Focus also believes train operators should make a serious effort to tell season ticket holders this as a matter of course whenever the railway says, ‘do not travel’.
During soaring temperatures at the end of July, on behalf of season ticket passengers in the south east Transport Focus pressed to ensure Govia Thameslink Railway and others offered compensation for travel days lost.