Rail Fares

Lord Ranger of Northwood Excerpts

Monday 27th November 2023 Lords Chamber

[Lord Davies of Gower]

I cannot particularly comment on that one issue, but I am sorry to hear of the noble Lord’s experience and it is certainly something I will take back.

[Lord Ranger of Northwood (Con)]

My Lords, as someone who is infrequent on the rail service, as a Londoner, when I do travel I enjoy the experience. What I have seen over the last few years is increased digitisation and more tickets being purchased online. I think we should welcome that, the ease of fares that are being seen online and the work being done by the train operating companies. Another thing I have noticed is that, as personal experience shows, if there are delays and challenges on the rail network then refunds are being offered quite easily—or advertised, at least, to be offered quite easily. The process itself, though, feels a bit more complex, because I have not yet been able to attain one of those refunds. Will the Government and my noble friend look at how we could automate refunds, to make that better for the user experience?

[Lord Davies of Gower]

My noble friend makes a very good point and, as somebody who has made several applications for refunds online, it is not the simplest of processes. Indeed, for those less acquainted with computers and software, it is even more difficult. I take his point and it is something that, again, I will take back.