Commenting on today’s super-complaint from Which? calling for more action to make refunds for delayed rail passengers easier, Labour London Assembly Member Tom Copley AM said:
“Millions of London passengers who are entitled to refunds end up missing out because of the cumbersome process train operators insist on to claim money back.
“With automatic refunds technology readily available, train operators should be rushing to introduce the system. Instead, what we’ve seen in London is some train operators actively putting barriers in the way of refunds, for example putting up posters apologising for delays but omitting any detail on how to claim compensation.
“Which? are entirely right that train operators should be made to make the refunds process as easy as possible, including adopting automatic refunds as a standard practice. Anything less would suggest train operators are more interested in chasing profit than delivering a fair service for passengers.”