Guidance

Passenger compensation: train companies' actions to improve passenger awareness

Report on the actions that train companies take to improve passenger awareness of compensation.

Documents

Passenger compensation: train companies' actions to improve awareness of passenger compensation

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Details

In April 2018, the Department for Transport asked franchised train operating companies (TOCs) what they do to improve passengers’ awareness of the right to claim compensation. We wanted to find out:

  • what channels of communication TOCs have with their customers to promote awareness of compensation schemes and to inform customers when they are eligible to claim
  • what steps TOCs are taking to monitor passengers’ awareness of their right to compensation
  • what methods of compensation payment are available to passengers
  • how TOCs have communicated to passengers the changes to the National Rail Conditions of Travel that came into effect on 11 March 2018

This report details the responses that the department received from train companies.

Published 1 October 2018