18 July 2018
Responding to the appointment of a ‘Dispute Resolution Ombudsman’ to rule on complaints as part of the rail industry’s plan to change and improve, Steve Chambers from Campaign for Better Transport, said:
“Whilst we welcome the appointment of an independent ombudsman to step in when passengers feel let down by train companies, an ombudsman should be a last resort and not something people have to access very often. What we really want to see is train companies providing a better service, so that passengers have no need to complain in the first place. Train companies need to improve the way they handle passenger complaints and deal with compensation claims quickly. They must also look at how they communicate when things do go wrong and learn from the recent mistakes surrounding the introduction of the timetable.”
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Notes to Editors
- Campaign for Better Transport is the UK's leading authority on sustainable transport. We champion transport solutions that improve people's lives and reduce environmental damage. Our campaigns push innovative, practical policies at local and national levels. Campaign for Better Transport Charitable Trust is a registered charity (1101929).