Rail passengers across the UK are collectively missing out on a staggering sum exceeding £80 million each year in compensation they are rightfully owed for delayed journeys, according to new research. This substantial financial loss is primarily attributed to the frustrating and convoluted claims process that deters many from pursuing what is legally due to them.
The 'Fair Play on Delay Repay' Campaign Launch
In response to this systemic issue, the prominent rail ticketing company Trainline has today initiated its 'Fair Play on Delay Repay' campaign. This concerted effort aims to confront and dismantle the complicated claims procedure that, as Trainline asserts, actively prevents independent ticket retailers from providing a streamlined '1-click' Delay Repay service to their customers.
Government Urged to Simplify Compensation Rules
The campaign is directly urging the UK Government to implement crucial changes to the existing Delay Repay regulations. The core objective is to significantly simplify the claims process for all passengers, thereby ensuring fair and equitable access to compensation regardless of where they purchase their tickets.
Official data from the Department for Transport indicates that approximately 26 per cent of UK train passengers buy their tickets through independent rail ticket websites and mobile applications. However, these millions of travellers are currently excluded from the convenient '1-click' Delay Repay claim system available through some operator channels, forcing them to navigate a more arduous and time-consuming alternative.
Research Highlights Widespread Claim Avoidance
Commissioned by Trainline, new YouGov research paints a clear picture of passenger frustration. It reveals that 29 per cent of passengers admitted to failing to claim compensation they were entitled to for delayed journeys in the last year alone. This widespread avoidance directly contributes to the estimated £80 million in unclaimed funds.
The complexity of the process is a major deterrent. A significant 43 per cent of passengers describe the current claims procedure as 'frustrating and time-consuming'. Furthermore, 58 per cent report that their most recent claim took six minutes or longer to complete, and over half confess to having missed out on compensation for eligible delayed journeys in the past.
Industry Voices Call for Reform
Anthony Smith, Chair of Independent Rail Retailers and former Chief Executive of the watchdog Transport Focus, emphasised the need for passenger-centric change. "As the railway reforms take shape, it's vital that passengers see change where it matters most to them," he stated. "Allowing independent retailers to offer '1-click' Delay Repay is a simple, deliverable reform that would make compensation easier to access and ensure passengers aren't penalised for where they chose to buy their ticket."
The proposed simplification resonates strongly with the travelling public. An overwhelming 85 per cent of passengers surveyed expressed support for the introduction of a universal '1-click' claims system.
Ben Plowden, CEO of the Campaign for Better Transport, added: "When journeys are delayed, passengers need to be able to trust that the system will treat them fairly. Too many people miss out on Delay Repay simply because the process is unclear or time-consuming. Making compensation easy and consistent would help rebuild confidence in the railway and show passengers that their time and money are valued."
Petition and Practical Steps
To amplify its call for government action, Trainline has launched a public 'Fair Play on Delay Repay' petition. The company is actively inviting other rail retailers and passenger advocacy groups to join the coalition campaigning for a simpler and fairer system.
While current industry rules prevent Trainline from offering a full '1-click' Delay Repay experience, the company is implementing supportive measures. These include notifications alerting customers to their potential eligibility for compensation and providing assistance throughout the claims process. In December, Trainline updated its app to include these real-time Delay Repay notifications, which estimate potential compensation owed and redirect users to the relevant train operator with necessary claim information pre-filled.
Broader Benefits of a Simpler System
Beyond the direct financial benefit to passengers, a more accessible compensation system could foster charitable giving. The research found that more than half of the adults surveyed showed interest in having the option to donate any compensation they receive directly to charity.
Trainline CEO Jody Ford concluded: "The railway wins public trust when it treats passengers fairly. Six minutes of form-filling after a delayed train is unacceptable. With years of innovation and industry cooperation, we've made huge progress in simplifying ticket buying, but compensation must be just as easy when journeys are disrupted. Passengers want rail reform that focuses on what matters to them, and '1-click' Delay Repay is a practical change the industry and government can do together."
A Department for Transport spokesperson responded, stating: "We are overhauling our railways and building back public trust so that passengers can rely on trains that run on time. But where there are delays, millions of passengers do successfully receive delay repay, with most publicly-owned operators offering a one-click service. Our reforms are also making ticketing simpler throughout your journey – from rolling out more contactless tech at stations and trialling pay-as-you-go fares, to making it simpler to claim delay repay, including through our upcoming GBR app."
