Rail passengers face ‘fragmented and confusing’ compensation system

ScotRail's being accused for having one of the most complicated and lengthy compensation claims processes for delays.

The consumer group Which? says passengers have to submit up to 24 separate pieces of information from what it calls a 'fragmented and confusing' system.

It found that customers are often asked for “seemingly irrelevant details'' which creates “unnecessary barriers'' to receiving the money they are owed.

The amount of compensation which can be claimed following disruption varies between train companies and depends on the length of delay and the type of ticket.

Recent Transport Focus research found just 35% of passengers who are eligible for compensation submit a claim.

Other operators with the most complicated compensation processes were found to be Great Anglia, London Northwestern, Transport for Wales and West Midlands Trains.

Even the firms with the simplest forms - Chiltern Railways and Heathrow Express - ask for 10 pieces of information.

Which? is calling for automatic compensation payments for passengers

The worst companies ask for 13 pieces of information about a ticket including whether it was a paper ticket, its cost, the class of travel and how it was paid for.

The group's managing director of public markets, Alex Hayman, said: “It's clear this fragmented and confusing compensation system leads to people losing out on a lot of money when they have already suffered enough from unacceptable levels of delays and cancellations.

“The technology exists to deliver compensation automatically, but the industry continues to drag its heels, while benefiting from a system that deters passengers from claiming the money they are owed.

“Passengers want to see swift changes, so the Government's Rail Review must prove it is serious about putting them first by ensuring that automatic compensation is introduced across the network.''

A ScotRail spokesperson said: “We are absolutely committed to providing the best possible service for our customers and our Delay Repay Guarantee is at heart of that approach.

"We know how much of an inconvenience it is to customers when things don’t go to plan, and it is only right that they are compensated when that happens.

“The Delay Repay system is easy to use and we regularly remind our customers to claim for compensation if their journey is delayed by 30 minutes or more."

Jacqueline Starr, chief operating officer at the Rail Delivery Group, which represents rail firms, said: “Train companies want to make it easy for passengers to claim compensation, and asking questions like what train they caught and the price of their ticket ensures they receive what they are entitled to as quickly as possible, while also guarding against fraudulent claims.

“We're doing more to encourage claims, including sending reminders to people who booked online, making announcements on trains and handing out claim forms, which has led to an 80% increase in compensation over the last two years to £81 million a year."