From Lawpack's Leaves on the Line!
Whether you commute or travel only occasionally, you're a lucky person if you haven't experienced the exasperation of being stranded at a station due to delays and missed connections, or stuck on an overcrowded train heading nowhere.
Here's some advice on how to complain and hopefully get a refund:
Underground trains
For underground services outside London, first write to the service operator - their name and address must be displayed at the station. For London Underground services, complain first to the manager of the tube line in question - this information will be on display at the station.
Give the details of the complaint, date and time of journey, and the route and direction of the service in question. The operator should have a compensation policy. For example, in London if you have been delayed for more than 15 minutes, London Underground Ltd is to blame, so it's worth completing a refund form (you can get one from any underground station). If they agree with your complaint, you will receive a voucher for the value of the journey.
Your next step outside London is to write to the appropriate Passenger Transport Executive. Finally you have recourse to the Rail Passengers Committee for your area. In London you can complain to London Underground Ltd Customer Service Centre and then to the London Transport Users Committee (LTUC).
Overland rail services
For complaints about overland rail services, first write to the train operator's customer services office. If you are uncertain which train operating company provides your service, then contact Passenger Focus which is an independent body set up to protect the interests of rail passengers. You can get a complaints form from the station or phone your complaint in - the information or booking service at the station will give you further details; failing that, there will be notices at the station and on trains telling you what to do. It may help your complaint if you can refer directly to their passengers' charter (all operators must have one), as this sets out their standards as well as complaints procedures.
If your complaint relates to railway infrastructure, then you should contact Network Rail (condition and maintenance) and if they don't deal with your complaint satisfactorily, put your complaint to the Office of Rail Regulation (ORR). Alternatively, if your complaint relates to train safety, contact the Health and Safety Executive.
For complaints about services out of London, contact the Rail Passengers Committee (RPC) in your area. The Rail Passengers Council will advise you if you're not clear about whom this is. If it's a London service, go to the London Transport Users Committee (LTUC). These bodies may decide to refer your complaint to ORR, Network Rail or the Strategic Rail Authority (SRA), depending on the nature of your complaint.
Delays and cancellations - compensation
Here we outline the minimum refunds companies have to pay (if the problem is their fault!), but some companies may be more generous! For day tickets, if as a result of the delay or cancellation you cannot travel on your intended train, you can claim a full refund. If you can travel, but arrive more than one hour late at your destination station, you will be able to claim at least a ten per cent refund. Usually you will get vouchers, not cash. Refunds can be claimed either at the station, by writing to the train operating company, or by using one of their complaints forms. You will need to produce the ticket as evidence. Also, claim other expenses (e.g. a taxi fare to complete your journey), enclosing receipts.
If you are using a season ticket and the company misses its punctuality or reliability targets over a 12-month period, you can ask them to give you a discount on your next season ticket purchase (the minimum is five per cent, although it's ten per cent if both targets are missed). There should be posters displaying these targets at stations.
1 March, 2006