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<p>Train Operating Companies are required under their franchise agreements to inform
passengers if they will be unable to operate trains in accordance with the timetable
4 weeks’ before the travel date, where possible. However, when things go wrong, and
passengers are unable to make informed decisions about their ticket purchases, for
example due to unannounced timetable changes arising from emergency engineering works
(including during holiday periods), passengers are entitled to claim a refund. Condition
30 of the National Rail Conditions of Travel obliges train companies to refund passengers
when they are unable to honour the original timetabled journey. No administration
fee will be charged for these refunds.</p>
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