Railways: Compensation
(asked on 10th October 2016) - View Source
Question to the Department for Transport:
To ask the Secretary of State for Transport, pursuant to the Answer of 10 October 2016 to Question 46147, what steps he has taken to inform rail passengers of their right from 1 October 2016 to challenge compensation amounts awarded for delays and cancellations where the train operator is at fault; whether his Department has produced any advice to assist passengers on how and when to make such a challenge; what discussions he has had with train operators about publicising the new rights; when the 15 minute threshold for compensation will be introduced; and if he will make a statement.
My Department has been working with the Office of Rail and Road (ORR), industry and consumer groups to identify actions to improve passenger awareness of their rights to claim compensation in general, including all options available to them. This work takes place in the context of the ORR’s investigation into the Which? super-complaint, published in March.
I have approved new National Rail Conditions of Travel from 1 October 2016 to ensure that the conditions, which set out the agreement between passengers and train companies, are consistent with consumers’ rights under the Consumer Rights Act.
Transport Focus, the independent transport user watchdog, has produced a guide to passengers’ rights under the Consumer Rights Act.
As announced on 13 October 2016, passengers will soon be able to claim compensation if their train is more than 15 minutes late under an improved compensation scheme. The new scheme will be introduced within months on Govia Thameslink Railway services, including Southern. All franchise competitions let by the Department will include requirements to introduce this scheme and the Department will explore opportunities to roll this out for all DfT franchises during this Parliament.