Railways: Standards

Department for Transport written question – answered on 26th May 2016.

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Photo of David Mackintosh David Mackintosh Conservative, Northampton South

To ask the Secretary of State for Transport, what steps his Department is taking to tackle the performance of those train companies that scored low marks in the Office of Rail and Road's mystery shopping exercise on delay compensation, reported on in March 2016.

Photo of Claire Perry Claire Perry Parliamentary Under-Secretary (Department for Transport)

The Department is already working closely with the ORR and the Association of Train Operating Companies to bring about improvements to passenger compensation arrangements.

The Department will consider the results of the mystery shopping as part of its response to the ORR’s report into the Which? super-complaint in the summer of 2016.

I also understand the ORR has followed up the results of the mystery shopping exercise with each Train Operating Company. It intends to assess the level of improvement by carrying out a further survey in due course, as set out in its March 2016 report. The ORR will publish the mystery shopper results alongside its first annual report on consumers, titled ‘Measuring Up’, shortly.

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