Home Rail Business Season ticket holders need clarity

Season ticket holders need clarity

While rail travel has been cut back to key workers only, and everyone else is working from home, where does that leave the thousands of season-ticket holders who have spent a lot of money on them?

Because of this, independent watchdogs Transport Focus and London TravelWatch are calling for improvements in the way the existing process is communicated to passengers. They have called on the rail industry to make the following crystal clear to passengers:

  • That claims will be backdated to a 17 March ‘hand in’ date (the day after Government said ‘stay at home’) and not the date they are received by the train company or retailer;
  • That passengers do not have to physically go to their station to hand in their ticket;
  • That the amount to be refunded will not be affected by how quickly claims are processed.

They are also calling for the £10 admin fee for processing season ticket refunds to be waived in England, as has already happened in Scotland and Wales.

Transport Focus and London TravelWatch Chief Executive Anthony Smith said: “This is a very worrying time for people who are facing financial uncertainty. No one should feel they have to make a special trip to their station to hand in their season ticket for fear of getting less money back if they don’t.

“If passengers post their ticket, they shouldn’t need to worry that they’ll lose out because their claim is sitting in a pile of letters waiting to be opened.

“We welcome the decision to backdate claims to 17 March – the government and rail industry have done the right thing by passengers. But train companies now need to step up and communicate this to passengers as clearly as possible.”

The watchdogs have reviewed how easy transport operators are making it to claim money back. Their summary reveals a lack of consistency across the country.

Recommended

Well-known public figures thank rail workers – and remind us all to ‘be safe, be patient, be kind’

A host of well-known politicians, sports stars and media personalities have said “thank you” to railway staff for keeping freight and critical...

Transport for London to extend use of RISQS supplier qualification scheme

Transport for London (TfL) has extended its use of rail-industry body RSSB’s Railway Industry Supplier Qualification Scheme (RISQS), which will now be...

BTP praised for cracking down on County Lines gangs

Priti Patel MP, the Home Secretary, has praised the impact of a nationwide crackdown on county lines drug dealing by forces including...

GTR staff cover over 800 miles for NHS

To raise cash for NHS staff and volunteers caring for Covid-19 patients, a group of railway workers has cycled, walked and jogged...

LNER chooses the innovative startups it will work with to improve UK rail travel

As part of London North Eastern Railway’s innovation programme, LNER FutureLabs, the train operator will be working with five of the most...