Transport Focus survey finds that almost 60% of rail season ticket holders who have requested a refund have got it, but some are still waiting after six weeks

 
Transport Focus is calling for train operators to communicate clearly with their customers

 
Some rail passengers are waiting six weeks or more for a refund on their season ticket, Transport Focus has found.

A survey of 700 passengers this month revealed that more than a third had not yet received a refund on their season ticket.

The independent transport watchdog also found six out of ten passengers hadn’t been kept informed how long their claim could take.

However, almost 60% of rail season ticket holders who had requested a refund had got it.

While operators are under huge strain following the unprecedented demand for refunds, Transport Focus is calling for improvements in the way train operators communicate the refund process.

“While the majority passengers have received a refund, six weeks on from applying others are still out of pocket and in the dark,” said Transport Focus chief executive Anthony Smith.

Operators must reassure passengers on how long they can expect their refund to take and when they can realistically expect to see the money back in their bank account.

“Operators must reassure passengers on how long they can expect their refund to take and when they can realistically expect to see the money back in their bank account.”

John who normally travels into Manchester on Northern told Transport Focus he has yet to receive his refund for £720 more than eight weeks on from making a claim.

Transport Focus also spoke to Hywel who travels on Thameslink. He says he is owed £3,000 for his season ticket and despite an initial promise of a refund, one month on he has yet to hear from the operator about how he will receive it.

Transport Focus is calling for train operators to communicate clearly with their customers to outline how long refunds will take given the exceptional circumstances, and if they have a backlog of refund requests.

 
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