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End of the line for rail compensation vouchers

Millions of rail passengers who suffer travel delays will soon be able to claim refunds in cash, after a major policy change, the BBC has learned. Up to now most train companies have only offered vouchers as compensation.

The voucher system has long been criticised by consumer groups, as vouchers cannot always be used online or to access the cheapest fares. The Rail Delivery Group, representing train operators and Network Rail, said the change would come in this summer.

"Planned changes to the National Rail Conditions of Carriage will enable passengers to claim their compensation in cash, instead of rail vouchers," said a spokesman. "This will be a welcome move for passengers."

It is not yet known whether customers with existing vouchers will be able to swap them for cash.

'Our money'

The move marks a major change in policy, as the current voucher system has been in place for around 20 years.

The news was welcomed by Transport Focus, which has campaigned on the issue for some time. James Daley, a consumer expert with Fairer Finance, called it "a victory for common sense".

It was also welcomed by Budd Shenkin and his wife Ann, two Californian tourists who were frustrated by the voucher system. After paying for first-class tickets on a train from Inverness to Edinburgh last month, they boarded the train to find no first class available. When they tried to get a refund at the ticket office, they were told they could only have vouchers - of little use to a couple only in the UK on holiday.

"They sold us seats that didn't exist - and then wouldn't give us our money back," said Ann, a retired lawyer.

But her husband Budd said he was pleased to see that good sense had now prevailed. "Implementation is always an issue, however," he told the BBC. "Nothing short of putting a credit onto the customer's credit card without a physical visit to the office should be acceptable."

After being approached by the BBC, ScotRail eventually agreed to refund their money.

Delay Repay

However, Transport Focus is still concerned that too few people claim refunds when their trains are delayed. In a survey published in 2013, it found that 88% of passengers entitled to compensation did not bother to ask for it.

And that's despite the fact that the rules on compensation have been widely toughened up. Nearly half of the 26 train operators have adopted the so-called Delay Repay guarantee, which means passengers are entitled to redress after a delay of as little as 30 minutes. Furthermore, those train companies cannot get out of paying by claiming that the delay was not their fault, because they, in their turn, can claim compensation from Network Rail if the delay was caused by signalling problems or other network issues.

The companies not signed up to Delay Repay usually offer compensation when a train is at least 60 minutes late.

I don't see why the claim forms cannot have an option for the customer to choose their repayment preference, either cheque or payment into bank account.  Maybe the cheque could be payable for cash at the drawing bank for those without bank accounts.

Refunding to a credit/debit card would add an extra complexity, especially where the ticket retailer is not the compensating TOC.

Coo, when disd you last see an uncrossed cheque? Not possible, and hasn't been for years.

Sorry, I think your wrong.

"Account Payee only" means what you say it does.

Crossing a cheque (or any instrument like a postal order, means it has to be paid into an account & is not encashable.

Both means it can only be paid into an account in the name of the payee.

........surely a facility can be put in place whereby the customer could just present their tickets with a claim form at "any manned station" and get a refund via cash or card?

If it's a different TOC then they can have the discussion with each other afterwards and recharge as necessary.............customer is supposed to come first, remember? Especially where something has gone wrong?

The TOCs, quite rightly, would want paying for the staff involved in this....

It can - likely it was uncrossed....

Coz I can't see one that works for the same cost as that contracted currently.

I can't see them issuing cashable vouchers though. too much chance of fraud. I hope they retain the vouchers too, although that would bump up the cost of having both schemes - I suspect an easing of the 'cheque available over ^30' that they have now.

So, it's vastly more expensive for Southern Railway to allow their RTVs to be cashed at their stations? And they have continued to offer this facility despite your assertion that there is too much chance of fraud.

Cashable vouchers is a solution that many other TOCs could implement. Not a total solution mind you - other options will be needed for the likes of CrossCountry and Serco Caledonian Sleeper who do not operate stations.

Cashable vouchers is a solution that many other TOCs could implement. Not a total solution mind you - other options will be needed for the likes of CrossCountry and Serco Caledonian Sleeper who do not operate stations. Uncrossed cheques perhaps?  :P

Foreign tourists may need another solution, but then the current offer of RTVs is hardly suited to them any way.

But what's the point of 'A/C Payee' then? Crazy & odd

The fastest and most secure way to settle your claim is by bank transfer to a UK account.  I will be happy to arrange this for you.  Please provide the following information so I can set up your bank transfer:

    Bank name
    Branch name
    Sort code (6 digits)
    Account number (8 digits)

If you would like to fax us your details our fax number is ... or you can send your details by email.  Please feel free to send more than one email or fax if you are concerned about providing all your information at once, and include your case reference number on all correspondence.

Indeed they can - and if left uncrossed, cashed.

However, if crossed, they *have* to be deposited to a bank account - and if A/C Payee added, into an account in the payees name (ie not transferable)

I was saying that cheques used to operate in the same way....it appears they no longer do, although still printed with A/C Payee & crossed. Seems to be odd that these rules don't apply to cheques any longer.

I don't see why the claim forms cannot have an option for the customer to choose their repayment preference, either cheque or payment into bank account.  Maybe the cheque could be payable for cash at the drawing bank for those without bank accounts.

Refunding to a credit/debit card would add an extra complexity, especially where the ticket retailer is not the compensating TOC.

But what's the point of 'A/C Payee' then? Crazy & odd

Compensation will be paid in rail travel vouchers or, at your request, in money. This will be by means of a refund to the debit or credit card used to pay for your ticket or, at the Train Company^s discretion, in notes and coins, a cheque or a bank transfer payment (usually referred to as a BACS payment).

Compensation for delays will be available in 'money' from 19th July 2015. On this date a new National Rail Conditions of Carriage comes into effect. This specifies that the choice of how compensation is paid rests with the passenger: 'Money' or Rail Travel Vouchers. How 'money' compensation is paid will depend on the payment method used to purchase the ticket.

Good news indeed.

Is there any news yet on compensation for season ticket holders in respect of the recent strikes?

Do any TOCs (other than Southern) exchange their RTVs for cash?  I have a few at home from a variety of operators but never use a booking office any more (my usual station is TVM only and advance fares are bought online).

As of 13th July Maidenhead ticket office told me comp was yet to be decided.

Compensation - payment method

As per our Passengers Charter compensation is paid in the form of Rail Travel Vouchers or via an e-voucher, which will show as a credit on your First Great Western online account, we will always ask which you prefer. From the 19th July 2015 passengers can also request to receive compensation in cash and this will be paid, via a cheque at the rate set down in the National Conditions of Carriage.

I wasn't aware that they were offering a credit to your e-account.....

The changes also offer improvements for passengers who lose their season ticket. Previously, passengers could only have their season ticket replaced once, but from today this limit has been removed. This covers existing and newly issued tickets.

Passengers with duplicate season tickets who no longer require them can also now receive a refund, whereas previously they could not. Train companies can still refer or refuse applications for issuing or refunding duplicate season tickets if there are grounds to suspect fraud.

Something else that comes in the same changes to NRCoC that failed to get a mention in the press.

From Network Rail (http://www.networkrail.co.uk/news/2015/july/Rail-passengers-to-benefit-from-new-compensation-arrangements/)

Given the value of many season tickets, they are both very welcome developments.

First Great Western have decided that if you want a cash refund it will be at the rates published in the National Rail Conditions of Carriage. If you opt for Rail Travel Vouchers it will be at the rates published in their Passenger's Charter.

...

Well done FGW for making the compensation arrangements even more difficult and anti-passenger. Why couldn't you just match the cash compensation arrangement to those in your passenger charter? Oh, I see, because the NRCoC is less generous in most cases and it just isn't good customer service in your eyes to go above and beyond.  >:( >:( >:( ::) ::) ::)

Martin Lewis has a lot more clout than me.