Taken for a ride. Passenger complaints are up (& how you can get redress)

Picture of a train 2/3 rail commuters unhappy

Transport Focus announced today that their latest National Rail Passenger Survey showed that only a third were happy with their last journey.

Anthony Smith, chief executive of Transport Focus, said:

“For passengers, it’s all about performance – these value for money scores reflect patchy reliability. In London and the South East, Southern, Thameslink and Southeastern passengers have felt performance pick up. However, South Western Railway, TransPennine Express and Arriva Trains Wales passengers, among others, have been buffeted by poorer performance.”

The survey, which included more than 27,000 passengers, showed that satisfaction has dropped to 75% overall and to 64% for South Western Railway. These results contrast starkly with Thameslink, where satisfaction is up 13%, one assumes due to the increase in investment by the company.

“Train companies and Network Rail need to keep to their basic promises and deliver a relentless focus on day-to-day performance and better information during disruption”, said Anthony Smith, chief executive of Transport Focus.

Penny Thompson, blogger at Pennyssavings.com  agrees. “Despite really mucking it up when things go wrong, the new 12-car Thameslink trains really have been an improvement. Yes, services are still busy, but those extra carriages have made a difference, as have the in-train information systems which show you live data on the passenger loading across the carriages.”Train trackI’m not surprised by the results. It doesn’t take a rocket scientist to work out that investment in the railways will improve the service! Although many people moan about rail services, they don’t complain to the companies and get the redress to which they are entitled. If more people did this then at least they would get some recompense and send a strong message out to these companies.

Network Rail compensates train operators for delays due to track problems which are their fault. But the companies do not hand over this compensation to the customers who were inconvenienced. So, what do we need to make sure we get redress in the easiest way possible?

Here are your rights and tips for getting redress:

1.The Consumer Rights Act 2015 covers rail travel, so you can complain about more than just delays! If that journey was provided with poor service and therefore without “reasonable skill and care”, according to the law, write and complain!

2.Passengers are entitled to have their compensation paid within 14 days, issued by the same method the passenger used to pay for the ticket.

3.Keep your tickets as evidence and take a copy if you have to post them.

4.Make a note of your journey: Date, time, where travelling from/to and how long you’ve been delayed at the time, before you forget!

5.Make a note of the reason given by the train company for the delay.

6.Check how long you have to claim, it is usually up to 28 days.

7.Passengers can claim for any length of delay. If you suffer repeated delays of less than half an hour or overcrowding due to an unexpected lack of carriages, you might get money back if you take your case to court. Currently, no compensation is offered for delays less than 30 minutes.

8.Where a service has not been provided with “reasonable skill and care”, passengers will now have a right to a refund of up to the full ticket price.

9.Put your complaint (unless web based delay/cancellation refund) in writing so that you have a record.

10.You don’t need a third party company to claim for you, just like claiming for delayed airline flights. Instead, do it yourself and get 100% of the refund.

11.If the issue was within the company’s control, be objective, succinct and clear in outlining the issue that occurred.

12.Make it clear what you want to happen as an outcome and what you will do if you are not satisfied with the response (e.g. take it further through Transport Focus or if inside London, London Travel Watch or the Small Claims Court.

13.If you are still not satisfied with the response, write to the CEO of the train operator using contact details from the Ceoemail.com The matter will then be escalated and taken seriously.

14.It may also be possible to claim from your credit card company under Section  75 if the cost of the ticket was more than £100.

Transport Focus press release in full

Key results of the survey:

• overall 81 per cent of passengers nationally were satisfied with their journey (73 per cent for commuters)
• satisfaction with punctuality is up to 74 per cent – this figure drops to 65 per cent for commuters
• value for money ratings continue below the half-way mark, at 47 per cent (down to 33 per cent for commuters)
• satisfaction with how well delays are handled is at 38 per cent overall (30 per cent for commuters)
• in Scotland 85 per cent of passengers were satisfied with their journey
• highest-scoring operators were Grand Central (96 per cent), Hull Trains (95 per cent), Virgin Trains East Coast (92 per cent), Virgin Trains West Coast and Heathrow Express, both with 91 per cent satisfaction
• lowest-scored were Southern (72 per cent), TfL Rail (75 per cent), South Western Railway (75 per cent), Great Northern (77 per cent), Arriva, Trains Wales and Great Western Railway, both with 79 per cent
• TransPennine Express passengers were the least satisfied with the level of crowding on their train, at 58 per cent.

Rail delay compensation – Light at the end of the tunnel?

How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

 

For more consumer rights, laws, advice, information and templates for this and other sectors GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!