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Commuters infuriated by rail hikes and poor handling of delays

21 January 2014

The number of people seeking online consumer advice about trains has trebled new figures from Citizens Advice find, as the latest National Rail Passenger Survey is released. Passenger Focus reveals satisfaction in how train operators handled delays dropped from last year’s 44 to 40%. In some places satisfaction with dealing with delays was as low as 23%.

Citizens Advice Chief Executive Gillian Guy said:

“Recent hikes in travel costs infuriate commuters as people feel they are paying more for a service that is not entirely up to scratch.  Delays, cramped trains and cancellations are adding extra pressure to people’s working day but people are paying more for the displeasure.

“Three times as many people sought online advice about train travel from Citizens Advice in 2013, compared to 2012.  Of those, 58 per cent were about getting compensation or making a complaint.

“Passengers can send a strong message to rail firms that they are not happy with the service by complaining.  At a minimum rail companies need to provide compensation if the train company was responsible for a delay of more than an hour or cancellation.”

In 2013, 43,282 people sought online help from Citizens Advice about trains compared to 14,138 in 2012.

Yesterday (Monday 20 January) Citizens Advice revealed 1 in 4 of the problems handled by Citizens Advice Bureaux about public transport are in London.  Between October 2012 and September 2013 Citizens Advice Bureaux in England and Wales helped with 4,622 queries about public transport. In London alone bureaux dealt with 1,067 issues.

Advice on how to complain and get compensation you may be entitled to is available at www.adviceguide.org.uk/how_to_claim_compensation_for_a_cancelled_or_delayed_train.htm

Notes to editors:

  1. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To find your local bureau in England and Wales, visit citizensadvice.org.uk. You can also get advice online at adviceguide.org.uk
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers
  5. Citizens Advice Bureaux in England and Wales advised 2.3 million clients on 5.4 million problems from October 2013 to September 2014. For full 2013/2014  service statistics see our quarterly publication Advice trends
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 3,000 service outlets across England and Wales.