If you travel by train you could be missing out on compensation when your train is delayed and cancelled just through not being aware of the refund rules. A recent study has found that 75% of train users do not know enough about claiming money back to know when to ask for compensation from train operators.
If your train is late or cancelled, and you decide not to travel due to this, you are entitled to a full refund. How 74% of passengers do not feel that this information is being made available to them by train operators. It has been suggested by those surveyed that details about claiming compensation from the train operators should be made available on the company websites or on posters.
Different train operators have different rules regarding refunds but if you arrive at your destination and hour late you are entitled to a 20% refund. Some companies will offer refunds when a train is just 30 minutes late so check with the company that you are using for their compensation guidelines.
The Office of Rail Regulation will release updated guidelines later in the year outlining aspects of train travel such as fare and restriction information plus compensation and refund rights. This follows the finding that Britain’s train network has really low customer satisfaction.
If you are entitled to a claim you must make it within 28 days. Claims are mostly paid to you in vouchers valid for one year. There are some factors which can delay a train that will mean that you cannot claim compensation such as vandalism or bad weather.
By Sasha Davison
If the cost of train travel is adding to an ongoing debt problem you can contact Valour Financial Management for debt management advice and services.
21st February 2014
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