Britons missed out on £35 million in refunds last year because ‘staff had been nice’

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Asking for a refund may seem confrontational, but there is a very clear advantage to biting the bullet and speaking up: money. A staggering 60 percent of Britons say they don’t like asking for a refund with a third going further and actively avoiding doing so.

The average Briton may miss out on over £1,200 a year by not claiming refunds they’re entitled to.

And the average adult missed out on one product or service each week.

Trainline surveyed Britons to find out why they are not asking for refund and 27 percent cited not liking confrontation.

One in five didn’t ask for a refund because “staff had been nice”.

READ MORE: Spain fights to extend 90 day rule for Britons

While it’s great Britons recognise when they have received outstanding customer service, not claiming Delay Repay compensation saw them miss out on £35 million just last year.

The study found almost half of Britons have never applied for train delay compensation.

A quarter didn’t know they were entitled to a refund when their trains were delayed.

The vast majority of train travellers were not aware how late their trains needed to be for them to be eligible for a refund.

And only two out of five knew how to apply.

A third of people in Wales and a quarter of people in Scotland were not aware they were entitled to compensation.

However, 67 percent of Britons in the South West and 63 percent in the North West had never applied or received compensation.

Britons may be eligible for a refund if their trains have been delayed by more than 15 minutes.

There were over one million delayed journeys eligible for a cash return in the past year.

Britons found the refund application process too complicated or simply forgot, according to the research.

Milena Nikolic, Chief Technology Officer at Trainline, said: “Over £35 million of eligible compensation wasn’t claimed in the past year and we wanted to understand why.

“We were amazed to discover that one in four Britons didn’t know they were entitled to compensation if their train is delayed and almost half have never made a claim before.”

To try and help Britons navigate the refund process, Trainline is launching a Delay Repay feature that will notify train travellers when they are eligible for a refund and take them straight to the forms to fill.

Milena said: “We’re delighted to launch the brand-new Delay Repay feature which is designed to help more of our customers get the money back they’re entitled to and support the government’s vision of a simple and easy compensation process.

“It will proactively contact our customers to make them aware that they’re eligible for compensation and it even gives an indication on how much they can expect to receive.”
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