The UK government has announced plans to simplify compensation claims for train delays, merging refund systems for individual operators into a single service under Great British Railways (GBR). Passengers will be able to claim directly from the website where they bought their ticket, including third-party retailers like Trainline, if they opt in to share purchase details.
The Department for Transport (DfT) said the current system, involving 14 different train companies, creates confusion and frustration. In 2023-24, train operators paid out £138 million in compensation for delayed journeys, but over half of eligible passengers do not apply. The DfT aims to make the process more straightforward and increase uptake.
Transport Secretary Heidi Alexander stated: "Using the railway will be simpler and more reliable under Great British Railways. When services are delayed, passengers should be able to easily claim the compensation they’re owed." She added that the changes will allow the industry to focus on freezing fares and delivering upgrades.
The DfT will also introduce new checks to combat fraud, including a trial requiring railcard holders to scan or enter details when buying discounted tickets. This is expected to save about £20 million annually. Additionally, from April, flexible tickets will only be refundable before travel, targeting fraudulent claims that cost the railway £40 million each year.
