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Refunds and compensation

Refunds and compensation

Passenger expectations of how rail engineering works are managed

In the latest report from Transport Focus, feedback from passengers gives a detailed picture of the...
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Old Oak Common – impact of HS2 infrastructure works

Transport Focus undertook qualitative research amongst passengers using the Great Western Main Line...
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Extension of the Midland Main Line electrification

Transport Focus undertook qualitative research amongst passengers using the Midland Main Line and...
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Transport User Voice – August 2023

In this month’s Transport User Voice we're reminding people to have their say on the proposed...
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Better information needed amid ongoing rail disruption

Transport Focus is calling on rail operators to focus on three key areas amid ongoing disruption...
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Disruption caused by train safety checks – correspondence with the...

Transport Focus chief executive Anthony Smith wrote to the Rail Delivery Group on 10 May regarding...
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Rail service cancellations – Transport Focus comment

Commenting on rail service cancellations while safety checks are conducted on high-speed trains,...
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Extension of rail travel vouchers – Transport Focus comment

Following the news that rail travel vouchers have been extended by six months, Transport Focus...
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Christmas travel refunds for rail and coach passengers – Transport Focus...

Commenting on the Government decision to offer refunds for cancelled Christmas train and coach...
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Making a rail complaint

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Transport User Community – rail refunds and fee changes

This report from covers Transport Focus’s Transport User Community's thoughts on National Rail's...
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No refund or extension on railcards – Transport Focus comment

Following the Government decision not to offer refunds, extensions or discount on renewal for...
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Season ticket refunds – follow-up survey

Transport Focus carried out a survey with its Transport User Panel to better understand the...
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Awareness of compensation for Thameslink and Great Northern passengers

In July 2018 Govia Thameslink announced details about additional compensation available to...
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One-click compensation for passengers

Commenting on Chris Grayling’s plan for one-click rail compensation, Anthony Smith, chief...
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Compensation for non-season ticket holders affected by timetable disruption

Watchdog welcomes signal from Transport for the North about compensation for non-season ticket...
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Rail timetable compensation and inquiry

Transport Secretary Chris Grayling has announced compensation for people affected by timetable...
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Train timetable disruption

Following the introduction of a new timetable on 20 May delays and cancellations continue for...
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What’s next? Update to our Insight Plan

Want to know what we're currently working on or about to publish? Our Insight Plan sets out what...
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Passengers welcome South West Trains Waterloo compensation

David Sidebottom, Director, responded to the announcement that South West Trains monthly and annual...
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Northern industrial action – Transport User Panel survey

The survey was undertaken in order to get a sense of how passengers feel about the industrial...
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Merseyrail industrial action – Transport User Panel survey

The survey was undertaken in order to get a sense of how passengers feel about the industrial...
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Southern Rail: do passengers know about compensation due to them?

Most passengers were aware of the extra compensation offered by Southern Rail, according to new...
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Transport User Panel survey: awareness of Southern Season Ticket...

This Transport User Panel survey was to assess how aware Southern passengers were of the...
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Ten ways to find cheaper train tickets

Looking to get the best deal on train tickets? Our surveys tell us that more than half of...
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More passengers claiming – but rail operators still need to do better on...

The number of passengers claiming the compensation they are owed has almost trebled – but is...
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Rail delays and compensation – what passengers want

The number of passengers claiming the compensation they are owed has almost trebled – but is...
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Consumer Rights Act – Transport Focus response

Responding to the Government's decision to withdraw an exemption from Consumer Rights Act for the...
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New timetable: how Transport Focus will monitor effect on Southern...

Southern passengers will have a new timetable from Monday, leading to concerns about lack of...
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Southern passengers continue to suffer – independent watchdog calls...

As Southern passengers continue to suffer, we are calling for talks to resume. Anthony Smith,...
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Delays and disruption – Rail passengers have their say

Our previous research has shown a high level of dissatisfaction with handling of disruption. We...
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