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Railways: Compensation

Question for Department for Transport

UIN 66100, tabled on 1 March 2017

To ask the Secretary of State for Transport, what steps the Government is taking to tackle non-compliance of train companies related to the provision to passengers of information relating to their rights required under the Consumer Rights Act 2015.

Answered on

6 March 2017

It is the responsibility of train operators to ensure they are compliant with their legal obligations and, as service providers, that their customers are made aware of their rights to compensation or other redress in cases of service failure or disruption. Train operators’ own compensation schemes provide the main means of redress for passengers.

My Department has worked 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, including all options open to them. The ORR has also been working with the Rail Delivery Group and individual train operators over the last year to raise their awareness of the Consumer Rights Act 2015 (CRA) and their obligations under it.

The ORR is currently reviewing train operators’ compliance with the rules around how refunds must be paid under the CRA.

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