Railways: Compensation

Department for Transport written question – answered on 22nd October 2018.

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Photo of Andy McDonald Andy McDonald Shadow Secretary of State for Transport

To ask the Secretary of State for Transport, with reference to his speech at the Conservative party conference on 1 October 2018, what specific stronger obligations he plans to introduce to rail franchises in relation to passenger compensation rights.

Photo of Jo Johnson Jo Johnson Minister of State (Department for Education) (Universities and Science) (Joint with the Department for Business, Energy and Industrial Strategy), Minister of State (Department for Transport), Minister of State (London)

We will continue to monitor and report on Train Operating Companies’ (TOCs’) performance in making the claim process easier for passengers. We will mandate increased use of technology to inform passengers pro-actively that they are entitled to claim, using Apps, email and onboard announcements and hold TOCs to account for delivering claim processes that are swift and simple.

Separately from franchise agreements, the Government is supporting the establishment by the industry of an independent Rail Ombudsman before the end of 2018 to investigate and rule on unresolved customer complaints, with the power to issue decisions, including on compensation, that are binding on the industry.

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