Policy paper

Rail passenger access to compensation: response following Which? super-complaint investigation

Government response following the Office of Rail and Road’s (ORR) investigation of the Which? super-complaint into compensation arrangements in rail passenger services.

Documents

Improving access to passenger compensation: response following the ORR's investigation of the Which? super-complaint

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Details

Government response to the Office of Rail and Road’s (ORR) investigation of the Which? super-complaint into compensation arrangements in rail passenger services.

This explains the actions we would like to see taken in order to:

  • improve passenger awareness and understanding of compensation schemes
  • improve the claims process
  • ensure that compensation is as convenient and valuable to passengers as possible
  • consider how passenger compensation schemes are regulated
  • monitor the progress in addressing these issues

It does not cover the government’s policy on the amount of compensation that franchise operators offer to passengers when trains are delayed or cancelled.

Published 17 November 2016