Rail travellers kept in the dark by operating companies about new refund rules that allow them to claim money back for issues other than delays 

  • Three in four companies fail to inform customers entitled to compensation
  • Consumer Rights Act was extended on Saturday to cover the rail industry 
  • Money can now be claimed back for overcrowding or unclean toilets 

By Alexander Holmes For The Daily Mail

Published: 19:53 EST, 2 October 2016 | Updated: 13:07 EST, 3 October 2016

Passengers are unaware of new rules that would give them stronger powers to claim refunds from UK train companies, it was reported last night.

Three quarters of the UK's train companies are failing to tell customers when they are entitled to compensation, as a total of 16 operators including Virgin Trains, Transport for London and Stagecoach have not updated their terms to inform customers of the law change, the Telegraph said.

The Consumer Rights Act was extended on Saturday to cover the rail industry, which would allow passengers to claim back money for issues other than delays, such as overcrowding, unclean toilets and expenses incurred because of delays.

Passengers are unaware of new rules that would give them stronger powers to claim refunds from UK train companies, it was reported last night (File photo)

Passengers are unaware of new rules that would give them stronger powers to claim refunds from UK train companies, it was reported last night (File photo)

Ministers have called the lack of information for passengers disgraceful and expect them to inform their consumers of the law change.

Louise Ellman, the Labour chairman of the Transport Select Committee, which has oversight of the rail industry, said: 'This is disgraceful. Passengers have been demanding change and the train operators must deliver on their promises.'

Paul Maynard, the rail minister, added to the Daily Telegraph:'I would urge all the rail companies to make sure their websites are updated to reflect the latest change in the law.'

The initial Consumer Rights Act of 2015 came into effect in October 2015 and did not extend to the rail, aviation and maritime sectors in certain divisions.

There were schemes in each of these sectors for passenger compensation and reimbursement in the event of delays, cancellation and denied boarding.

However, with the new extension the rail industry are now required by law to inform consumers on their rights for refunds. 

Three quarters of the UK's train companies are failing to tell customers when they are entitled to compensation (File photo)

Three quarters of the UK's train companies are failing to tell customers when they are entitled to compensation (File photo)

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