Our undercover investigation has found train company staff aren’t advising delayed customers correctly – despite recent rule changes.
Passengers forced to shell out extra costs when their train is delayed or cancelled are receiving misleading advice from train companies, according to our latest undercover research.
This comes despite recent changes to the rail industry’s terms and conditions which mean train companies should offer compensation for reasonable out-of-pocket expenses, or ‘consequential loss’, when they’re at fault in failing to provide services.
A consequential loss could be, for example, when someone has to pay for a taxi because a train breaks down and is cancelled and there is no other way to get home.
If not properly informed about their legal right to claim back expenses in appropriate circumstances, passengers could be losing out on significant sums of money when forced to make alternative arrangements.