London, March 18 (IANS) British authorities have promised to provide millions of rail passengers more help in claiming refund when their train is delayed or cancelled, the media reported on Friday.
The Office of Rail and Road (ORR) – the regulator – admitted that 80 percent of passengers do not claim compensation, BBC reported.
Now there is to be a new website, a national publicity campaign, and better staff training, to encourage claims.
The ORR was responding to a so-called “super-complaint” by the consumer group “Which?”.
The group complained in December 2015 that millions of people were being left out of pocket by the system.
Under the law, the ORR had 90 days to respond. It admitted that passengers’ awareness of their rights was not high, and that the system needed to improve.
“We want all passengers to be able to claim the compensation they are entitled to. The information they receive needs to be better and the process must be clearer and simpler,” said ORR chief executive Joanna Whittington.