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<p>It is the responsibility of train operators to ensure they are compliant with their
legal obligations and, as service providers, that their customers are made aware of
their rights to compensation or other redress in cases of service failure or disruption.
Train operators’ own compensation schemes provide the main means of redress for passengers.</p><p>
</p><p>My Department has worked with the Office of Rail and Road (ORR), industry and
consumer groups to identify actions to improve passenger awareness of their rights
to claim compensation, including all options open to them. The ORR has also been working
with the Rail Delivery Group and individual train operators over the last year to
raise their awareness of the Consumer Rights Act 2015 (CRA) and their obligations
under it.</p><p> </p><p>The ORR is currently reviewing train operators’ compliance
with the rules around how refunds must be paid under the CRA.</p>
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