Rail companies have finally updated their terms and conditions to ensure passengers aren’t put off of claiming compensation, including seeking reimbursement for consequential losses.
Despite the Consumer Rights Act (CRA) coming into force in the rail industry on 1 October 2016, the National Rail Conditions of Travel (NRCoT) and rail companies failed to update their terms to reflect this. Changes to the NRCoT are set to be published on Sunday 11 March 2018 to ensure passengers are not misled about their ability to claim compensation and their entitlement to seek consequential losses under common law.
Our Managing Director of Public Markets, Alex Hayman, said:
‘For over a year train companies have been misleading passengers about their rights to claim for out-of-pocket expenses when they have failed to deliver a good service.
‘Train companies can now no longer hide behind misleading terms to avoid paying passengers. They need to go further and proactively inform passengers about their compensation rights. If they fail to uphold these rights, they should be held to account by the Government and the regulator.’