Which lambasts TOCs for incorrect compensation advice

Six train operators are not giving passengers the correct advice on whether they can claim consequential losses, according to consumer watchdog Which?

It follows a change in March in the National Rail Conditions of Travel, giving passengers the right to claim for losses incurred when they are forced to make alternative travel arrangements, such as paying for a taxi when the last train of the day is cancelled.

Which? made two calls to 26 train operators, asking if an elderly friend or relative was eligible for compensation in such circumstances. Half of the train companies gave the correct advice on each call, but the remaining 13 either gave inconsistent or inaccurate advice.

Southern, Gatwick Express, Great Western Railway, Northern, South Western Railway, TransPennine Express, East Midlands Trains, London North Western, TfL Rail, c2c, Virgin Trains East Coast, Merseyrail and Heathrow Connect all gave the correct advice.

However, Which? says ScotRail, Greater Anglia, Grand Central, Stansted Express, CrossCountry and Heathrow Express gave incorrect answers.

Meanwhile, Thameslink/Great Northern, Chiltern, Southeastern, West Midlands Trains, Arriva Trains Wales and Virgin West Coast were inconsistent, with one call eliciting the correct information and the other either incorrect or “vague and unhelpful” answers. 

  • For the FULL story, read RAIL 855, published on June 20, and available digitally on iPad/Android on June 16.

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