Working in partnership with London TravelWatch

Transport User Voice – January 2020 – More disruption for rail passengers

20 December 2019

Extra compensation called for 

General poor performance in some areas, strikes, and a timetable change all hit long-suffering passengers this month. 

Train crew issues, some related to the timetable change, led to cancellations and delays on TransPennine, Northern and Govia Thameslink Railway. 

We have called on operators to do the right thing and offer enhanced compensation to those affected.  

We’re also surveying affected passengers in some areas to find out how effective the communication from operators has been. We use this feedback to push for improvements.  

Click here for our report on South Western Railway which we used to call for enhanced compensation earlier this month. 

Last month London Northwestern Railway (LNR) and West Midlands Railway (WMR) said that they would offer compensation to customers on top of standard Delay Repay schemes. 

Linda McCord, senior stakeholder manager at Transport Focus, said: 

“When lives are disrupted on a daily basis for such a long period, it’s only right that those responsible do the right thing. We want to see this made simple to understand and really easy to claim, including a lot of publicity to ensure that passengers don’t miss out. 

“Only around a third of passengers tend to claim when they are entitled to so we urge everyone to keep an eye out for the announcement, put in a claim and Make Delay Pay.” 

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