Since we have penalty fares for customers who don't keep to their side of the deal, shouldn't the TOCs have to pay a penalty (akin to delay repay) if the customer is materially inconvenienced by the railway not keeping to its side of the deal. This might help concentrate minds and get the staff training improved.
I would love to see this, but in reality, it would never happen.
The DfT has shown it is very keen to further reduce customer rights, increase customer penalties for mistakes, and has no interest in holding TOCs to account.
We aren't allowed to have an effective regulator, ombudsman or passenger watchdog with the power, knowledge or desire to do anything to improve the situation for passengers, and we certainly won't get this.
