Rail operators 'failing to inform passengers when they are due compensation'

Overcrowding and poor value for money among issues raised by the poll of almost 7,000 travellers by consumer group Which?

Which? surveyed 6,986 commuter and leisure passengers (Getty Images)

Many rail operators are failing to inform passengers when they are due compensation, according to new research revealing passengers in the South East are the least satisfied in the country.

Overcrowding, poor value for money and dirty trains were among the issues raised by the poll of almost 7,000 travellers by consumer group Which? Southeastern was the joint worst-performing operator in the research alongside Thameslink and Great Northern, with an overall satisfaction score of just 46 per cent.

Abellio Greater Anglia was almost as bad at 47 per cent, followed by Southern (48 per cent) and Arriva Trains Wales (49 per cent).

In total, almost a third (32 per cent) of commuters said they experienced delays on their last journey.

Last year Which? launched a campaign to make rail refunds easier for delayed passengers.

Most train operators promise a 50 per cent refund if you’re delayed by half an hour and a full refund if you’re delayed by an hour, regardless of the reason for the delay. But many passengers still don’t know their compensation entitlement, or how to claim.

Which? executive director Richard Lloyd said: “Our report shows that commuters are getting a raw deal from their train operator. Whether it’s dirty facilities on the train, overcrowding or delayed trains, it is clear operators need to up their game.

“Rail operators need to do much more to treat their customers fairly, providing better information and access to compensation when passengers are delayed.”

Which? surveyed 6,986 commuter and leisure passengers in November last year about their train journeys during the past 12 months.

Grand Central came top of the Which? table with an overall score of 79 per cent, achieving a maximum of five stars for availability of seating, punctuality, cleanliness of trains, reliability and value for money. Hull Trains was the runner-up at 73 per cent.

A Southeastern spokesman said: “We’re part way through a £70m investment programme, refurbishing our trains and stations, providing more frontline employees for passengers, improving customer service training and more real-time information during journeys.”

A spokesman for the Rail Delivery Group, representing train operators and Network Rail, said: “We’re sorry when our passengers don’t get the service they expect. We never want people to suffer delays.

“Overall satisfaction among rail passengers is up significantly, according to the latest survey by independent watchdog Transport Focus, but we know that we can do better.”

PA