Plans to bolster refund rights for railway travellers

Train passengers will receive refunds if there are no seats left in first class or the wifi connection does not work, under new proposals.

The Department for Transport plans say passengers could claim a full or partial refund if they experience conditions that do not meet the rail company's promise when they purchased the ticket.

They are part of the DfT's proposals for applying the Consumer Rights Act, which came into effect on October 1, to the rail, maritime and aviation sectors.

Some of the act's provisions are due to come into effect on April 6 next year as far as they apply to transport customers.

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The DfT is consulting on the plans but expects them to be in place from April to ensure "a better deal" for customers.

The consultation states: "If a passenger had paid for a first class ticket but no first class accommodation was available, or they had been promised an onboard wifi service that was not available, they would be able to make a claim under the CRA for a price reduction which, in appropriate circumstances, could be up to a full refund."

If approved, train companies would have to provide refunds within 14 days.

The document says: "Transport users, like other consumers, have the right to expect that they can get things put right if services are not delivered to the standard they expect.

"Transport users are entitled to clarity, and providers have a duty to be clear, about which rules and schemes should apply when things go wrong."

Rail Minister MP Claire Perry said: "We have a plan for passengers which is delivering a better deal for people who use the trains.

"We're freezing regulated fares and investing record amounts in seats, service and carriages, to make sure customers get better value for money."