臺鐵列車誤點及補償措施之研究

The Study for Delay and Compensation Treatment of Taiwan Railways

臺鐵的準點性一直是通勤族所關心的議題，當無法準時到達時，受影響之補償與善後處理問題，卻較少進行討論，因此本研究針對臺鐵列車誤點與補償方式進行探討，並經過問卷調查，彙整旅運者之意見，以提出可能的改進措施。經調查發現臺鐵現行補償制度中，不滿意補償之旅運者占25％，顯示現行制度仍有改進之空間，以符合旅運者期望|本研究並針對臺鐵列車發生誤點時，調查民眾期望臺鐵的改善方式，至於當臺鐵進行誤點改善，必須提高票價時，普遍認為調漲票價10～20％最為合理。由調查反應受訪者希望臺鐵降低補償誤點的時間門檻，大多希望臺鐵將歸咎臺鐵造成誤點45分鐘以上之門檻縮短為20分鐘內，無法歸咎於臺鐵造成誤點2小時以上之門檻縮短為1小時，建議可供臺鐵改進誤點補償制度之參考。

The punctuality of Taiwan Railways Administration (TRA) is quite concerned and valued by the public. However, the delay and compensation treatment are rarely discussed. Therefore, this study analyzes the problem of delays and compensation issues, and with a questionnaire to survey the opinions of travelers to improve the current system. The survey reveals that 25% of passengers are not satisfied with the current compensation system. We should focus on the problem of delay compensation to provide the good quality of life of the people. This study also reveals that passengers expect the Taiwan Railways to improve when the trains are delayed. As for the delay treatment of the Taiwan Railways, it is reasonable for the treatment cost to increase the fare by 10-20%. The survey reveals that the TRA should cut down the threshold from 45 minutes to 20 minutes, if the delay blaming on TRA, and cut down threshold from 2 hours to 1 hours, if the delay not blaming on TRA. Therefore, the results of this study can provide for TRA to improve the delay compensation system in the future.