Getting a better deal for passengers

Consequential loss

We helped to secure the right for passengers to be able to make a claim for consequential loss when their train is delayed or cancelled.

Removal of toilet charges at Network Rail-managed stations in London

Our pressure helped prompt Network Rail's decision to scrap charges for toilets at the stations they manage.

Fairer compensation for London commuters who have been delayed

Our work has helped to secure a commitment from the Government to delay repay compensation that is paid by operators after delays of 15 minutes rather than 30 minutes.

Ticket office changes

We ensured passengers' interests were taken into account when several rail operators proposed closing ticket offices or varying the opening hours.

Bus branding

We encouraged TfL to improve the information available about the different bus routes and places that they serve.

Extending Oyster and Contactless payments to Gatwick Airport 

We helped secure the acceptance of Oyster PAYG and Contactless payments on journeys to London Gatwick Airport Station and five Surrey stations along the route on 11 January 2016.

Paying for taxi journeys by credit or debit card

We pushed for passengers to be able to pay for taxi journeys by credit or debit card, a change that was introduced by TfL in October 2016.

Extending the number of Oyster retail outlets following the introduction of cashless buses

After we pointed out that in some parts of London there were not enough Oyster outlets which would make it difficult for bus users when cashless buses were introduced, TfL appointed new Oyster agents in these areas.

Taxi and Private Hire Regulations Review

TfL introduced new taxi and private hire regulations which were largely in line with our responses.