Delayed and cancelled trains: two thirds of passengers don't claim compensation
Despite new rules aimed at making it easier to claim, most delayed rail passengers still aren't doing so, study finds.
Rail firms have been told to improve their compensation schemes after it was revealed that two thirds of delayed passengers still doesn’t make a claim.
It means we’re collectively missing out on £100 million a year, according to analysis by the Press Association.
Paul Maynard, the rail minister, criticised rail firms handling of compensation to date, adding that the Government expects the industry to make “rapid progress” in this area.
“We are determined to ensure passengers are confident in the service and value they will get if they choose to travel by rail,” he said.
“We have been working with partners in the rail industry to ensure passengers are aware of their right to recompense for disruption and, at the same time, we are making the claim process simpler and swifter so that it is easier and more attractive to apply.”
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New compensation rules already in place
Just last month, the Government unveiled tough new rules that mean rail travellers can claim compensation for any journey where they are delayed by 15 minutes or more.
Previously, rail firms are only required to pay out when their service is at least 30 minutes late.
'Delay Repay 15' will eventually be rolled out nationally in the coming months, but will initially be trialled on the the Govia Thameslink Railway (GTR) network.
It means Southern Rail passengers, who have been heavily affected by an ongoing dispite between unions and management, will be among the first to benefit from the new scheme.
Chris Grayling, the Transport Secretary, said last month: "We recognise that, above all else, passengers want a reliable train service, but when things do go wrong it is vital that they are compensated fairly.
"Delay Repay 15 is a major improvement for passengers and we are working with train companies to make it as easy as possible for passengers to claim their rightful compensation."
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How the new Delay Repay scheme will work
If your single fare journey is delayed by between 15 minutes and 29:59, you will be entitled to reclaim 25%.
For single journeys delayed by 30 minutes to 59:59, compensation is 50%, rising to 100% for any journey delayed by more an hour.
If you have a return ticket, you will be able to claim 100% compensation if your train is more than two hours late.
You can apply for your refund directly through the train operating company in question.
In addition to the updated Delay Repay scheme, the introduction of the Consumer Rights Act in Ocrober means you have extra rights when it comes to claiming compensation for poor service.
You can read all about that in our Consumer Rights guide.
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