Train delay repay rule changes to make claims easier
If the trial is successful, the plan will save £20m a year in lost revenue, while preventing confused passengers from being prosecuted for fare evasion, the Department for Transport says A separate scheme will also make it easier for passengers who buy their tickets from third-party retailers such as Trainline to claim compensation for late or cancelled services under the Delay Repay scheme.
Currently, all compensation claims have to be made directly with the train operator responsible for each service. According to the DfT says this "creates confusion and frustration". In future, passengers will be able to request money back directly from whoever sold them their ticket, bringing third party retailers such as Trainline into the scheme. Last year, the Office for Rail and Road (ORR) completed a review of rail companies' tactics for dealing with fare evasion. It concluded that while train companies had been taking more robust action to counter an increase in fare evasion, passenger safeguards had not kept pace with the changes.
Once verified, passengers will automatically see the correct discount they are entitled to.
Trials are due to begin later this year, on the Greater Anglia and C2C networks.
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