Commuters are infuriated by rail hikes and poor handling of delays

The number of people seeking online consumer advice about trains has trebled new figures from Citizens Advice find, as the latest National Rail Passenger Survey is released. Passenger Focus reveals satisfaction in how train operators handled delays dropped from last year’s 44 to 40%. In some places satisfaction with dealing with delays was as low as 23%.

Citizens Advice Chief Executive Gillian Guy said:

“Recent hikes in travel costs infuriate commuters as people feel they are paying more for a service that is not entirely up to scratch.  Delays, cramped trains and cancellations are adding extra pressure to people’s working day but people are paying more for the displeasure.

“Three times as many people sought online advice about train travel from Citizens Advice in 2013, compared to 2012.  Of those, 58 per cent were about getting compensation or making a complaint.

“Passengers can send a strong message to rail firms that they are not happy with the service by complaining.  At a minimum rail companies need to provide compensation if the train company was responsible for a delay of more than an hour or cancellation.”

In 2013, 43,282 people sought online help from Citizens Advice about trains compared to 14,138 in 2012.

Advice on how to complain and get compensation you may be entitled to is available at

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