§ Mr. HoyleTo ask the Secretary of State for the Environment, Transport and the Regions what assessment he has made of the adequacy of passenger compensation for late trains. [45028]
§ Ms Glenda JacksonThis is a matter for the Franchising Director. He is required by his objectives, Instructions and Guidance from the Government to require each franchisee to publish a Passenger's Charter which includes payment of compensation to passengers in the event of poor performance. The Franchising Director requires that the compensation offered under each franchisees' Charter is no less than that offered under the former British Rail Passenger's Charter. Some operators offer significantly more than BR. The Franchising Director continues to look for improvements in Passenger Charters when suitable opportunities arise.
§ Mr. HoyleTo ask the Secretary of State for the Environment, Transport and the Regions if he will make a statement on the current levels of passenger complaints relating to train services. [45027]
§ Ms Glenda JacksonI understand that the Central Rail Users' Consultative Committee (CRUCC) has reported an increase of 94% in the number of complaints received in the first three months of 1998 compared with the same period 1997. It is clear that passengers are still not getting the best deal from the privatised railway and we are determined to put that right, starting with our forthcoming White Paper. In the meantime, I expect train operators to listen to what their passengers are telling them and act on it. Poor performance has undoubtedly contributed to the increase and the House will know of my determination to see the Franchising Director act over that.