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legislature › pref label	House of Lords
answering body	Department for Transport
answer › is ministerial correction	false
date tabled	2018-11-26
creator › label	Biography information for Lord Greaves

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registered interest

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answering body

answering dept id

answering dept short name

answering dept sort name

hansard heading

house id

legislature


pref label

question text

tabling member printed

uin

answer

is ministerial correction

date of answer

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answer text

answering member printed

question first answered

answering member


label

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label

1014644

registered interest

date

26/11/2018

answering body

Department for Transport

answering dept id

answering dept short name

Transport

answering dept sort name

Transport

hansard heading

Railways: Compensation

house id

legislature

25277

pref label	House of Lords

question text

To ask Her Majesty's Government what is the system for compensation for passengers who have bought a ticket for their journey but whose trains have not turned up, and who have therefore (1) suffered delays by having to catch the next train, or (2) had to take a taxi to complete their journeys.

tabling member printed

Lord Greaves

uin

HL11782

answer

is ministerial correction

date of answer

10/12/2018

answer text

Passengers who are delayed due to the cancellation of a scheduled train service but who have to travel on a subsequent train or take a taxi to complete their journey should be entitled to compensation in accordance with the Train Operating Company’s (TOC’s) published Passenger’s Charter. The passenger’s arrival time at their destination should determine their entitlement to Delay Repay compensation. The majority of TOCs operate the Delay Repay compensation system which provides compensation to the value of 50% of the ticket price for delays or cancellations when the passenger is delayed in reaching their destination by 30-59 minutes. Delay Repay 15 (DR15) additionally entitles passengers who have been delayed by 15-29 minutes to compensation worth 25% of the ticket price. The next TOC to introduce this will be Northern expected by the end of December. The rail industry has also recently launched the new Rail Ombudsman service, which will give passengers a stronger voice and help ensure they get a fair deal when disputes with train operators cannot otherwise be resolved.

answering member printed

Baroness Sugg

question first answered

10/12/2018 17:34:20

answering member

4584

label	Biography information for Baroness Sugg

tabling member

2569

label	Biography information for Lord Greaves