Train ticket refunds may be offered if passengers cannot get a seat or the wifi does not work

Crowded: First class passengers who do not get a seat could be entitled to full refunds under new legislation

Andrew Matthews / PA Wire/Press Association Images

29 October 2015

Train passengers will be granted refunds if they cannot get a seat in first class or the wifi connection does not work, under new proposals announced today

Travellers will be able to get some or all of their money back from next year if they are not provided with the full service expected.

The announcement comes as the Department for Transport outlines proposals to give rail passengers a “better deal” on services across the country.

Under the proposals, passengers could claim a full or partial refund if they experience substandard conditions that do not meet the rail company’s promise when they purchased the ticket.

The plans form part of a consultation under the Consumer Rights Act (CRA) which was launched today, October 29.

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, the new legislation would apply to the transport system from April and train companies would have to provide refunds within 14 days.

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.

But the Campaign for Better Transport (CBT) said that trains across the UK rail network are “not fit for purpose” and urged the Government to act and replace rolling stock instead.

Martin Abrams, public transport campaigner at CBT, said: “The problem is there's no national rolling stock strategy from the Government and that's what needs to change.

“The Government needs to come up with a plan to replace outdated rolling stock and ensure passengers have trains fit for the 21st century.”

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Train ticket refunds may be offered if passengers cannot get a seat or the wifi does not work

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