Delayed passengers paying over the odds for compensation train tickets The rules governing compensation for passengers whose trains are delayed vary from operator for operator. Virgin for example will issue rail vouchers to the value of 25 per cent of the price of a ticket if a train is more than an hour late and the equivalent to the full cost if the service is more than two hours late. First Great Western will issue vouchers equivalent to the cost of 50 per cent of the fare if a train is more than an hour late and a full refund for delays of more than two hours. Passenger Focus, the consumer watchdog, has called on train operators to follow the example of Southern and state-owned East Coast, which allows vouchers to be used to buy all tickets including the cheapest fares which are only available via the internet. "Passengers tell us that a delay can seriously inconvenience their whole day, so it is vital that train companies proactively inform them of any compensation they are owed," a spokesman said. Most train firms provide rail vouchers, but these can't be used online where many of the cheapest fares are to be found. If train companies want passengers to move away from using ticket offices, they should provide compensation in a way that can be used online. Manuel Cortes, leader of the Transport and Salaried Staffs Association, condemned the current arrangements. "This another glaring example of how the private rail firms rip off passengers when it comes to refunds," he said. A spokesman for the Association of Train Operating Companies defended the arrangements. "Passengers are eligible for a refund if their train is cancelled or for compensation if they are substantially delayed," he said. Compensation has become increasingly generous and easy to apply for during the past 15 years. The exemption which was sought by the previous Government was nevertheless defended by Norman Baker, the rail minister. The current operation of compensation schemes is a matter for individual train operators, however we welcome measures to ensure that passengers who have been delayed can use the vouchers they receive in compensation online. "Passengers should be at the heart of train companies" operations and have access to proper compensation when their service is delayed. That is why we are extending the Delay Repay scheme to all new franchises and obliging future operators to enable passengers to redeem compensation vouchers in a variety of ways including at ticket offices.