Call for automatic refunds for delayed rail passengers
Commenting on today’s super-complaint from Which? calling for more action to make refunds for delayed rail passengers easier, Labour London Assembly Member Tom Copley AM said:
“Millions of London passengers who are entitled to refunds end up missing out because of the cumbersome process train operators insist on to claim money back.
“With automatic refunds technology readily available, train operators should be rushing to introduce the system. Instead, what we’ve seen in London is some train operators actively putting barriers in the way of refunds, for example putting up posters apologising for delays but omitting any detail on how to claim compensation.
“Which? are entirely right that train operators should be made to make the refunds process as easy as possible, including adopting automatic refunds as a standard practice. Anything less would suggest train operators are more interested in chasing profit than delivering a fair service for passengers.”
Notes to editors
- Details of the super-complaint made by Which? to the Office of Rail and Road (ORR) calling for an investigation into rail delay refunds, are available here.
- A poster from South Eastern trains, displayed at London Bridge Station in September, apologising for delays to services but omitting details on how to claim compensation is available here.
- Tom Copley AM is a Labour Londonwide Assembly Member
For more information please contact London Assembly Labour Group senior press officer, David Courcoux, on 020 7983 4952 or 07917 087 216. Number not for publication.