Train passengers unaware of rights to compensation
Date published: 21 February 2014
Most train passengers are unaware of their rights to compensation after cancellations or delays, the rail regulator has said.
As many as 75% of those using Britain's railways do not know enough about claiming money back, said the study for the Office of Rail Regulation (ORR).
For example, passengers choosing not to travel after a delay or cancellation are entitled to a full refund.
In response, the industry admitted that more needed to be done.
In addition to being unaware of their rights, the study found that 74% of passengers thought train operators did not do enough to inform people about how to claim compensation.
The study also found that train operators were inconsistent in publishing data on compensation claims.
The most recent figures available show that nearly £10.2m was paid out to passengers in 2010-11.
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