The government has announced a major overhaul of the rail compensation system, making it easier for passengers to claim refunds for delayed trains. Under the new system, passengers will be able to claim compensation directly from the website where they bought their ticket, rather than having to submit applications to individual train operators.
The changes will see compensation claim systems for all train operators merged into a single service under Great British Railways (GBR), the new nationalised rail body. The Department for Transport said the GBR site will also process refunds for customers using private ticketing websites, if the retailer and passenger opt in to share purchase details.
Currently, passengers using third-party retailers such as Trainline must apply to the relevant train operator for refunds, a process that can be complex and confusing. The latest figures from the Office of Rail and Road show train operators paid out £138m in 2023-24 for delayed journeys, but more than half of eligible passengers do not bother to claim.
Transport Secretary Heidi Alexander said: “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.” The DfT also plans to introduce additional checks for railcard holders to cut fraud, saving an estimated £20m a year.
