Easier to make claims as delay compensation process revamped

Improved processes for rail passengers who suffer delays – intended to close the ‘compensation gap’ between those who can claim and those who actually do - came into force on April 1.

Under new operator licence requirements, agreed in a code of practice with operators, passengers must be provided with clear information before and during their journey

(via on-platform or on-train announcements and electronic notifications) about entitlements to compensation.

Operators must also improve how they process compensation claims and publish data on how well they are meeting their obligations.

Simplified processes must make it easy for passengers to submit claims for delays.

Operators now have 20 working days to process claims. If a claim is rejected, they must give clear justification and details about how to contest it.

In 2019-20, only 37% of passengers eligible for compensation made a claim, a figure unchanged in recent years. Many passengers do not know when they are eligible to claim or are deterred by complex processes.

Stephanie Tobyn, Deputy Director for Consumers at the Office of Rail and Road, said: “When things go wrong, passengers will now have a better understanding of the eligibility criteria for making a claim - including the levels of payment, how to claim, and what information they will need to provide.”