Department for Transport
Half of department’s rail operators now delivering improved delay repay compensation
Passengers on 50% of DfT operated franchises are now eligible for improved compensation schemes when their trains are delayed by 15 minutes or more.
- Delay Repay 15 (DR15) comes into force on Greater Anglia and Great Western Railway, as South-Western Railway introduces automated DR15
- changes mean 50% of operators run by the department now providing DR15
- part of government’s commitment to significantly improving compensation for passengers when things go wrong
Passengers on half of rail operators run by the Department for Transport are now eligible for improved compensation schemes when their trains are delayed by 15 minutes or more.
Since Monday 1 April 2019, Greater Anglia and Greater Western Railway customers have been able to apply for Delay Repay 15 (DR15), meaning 50% of DfT operated franchises now deliver the scheme.
And since Tuesday 2 April 2019 South Western Railway passengers are able to access an automated Delay Repay system, cutting the time and effort needed to claim payment for late trains.
Rail Minister, Andrew Jones yesterday said:
Ensuring reliability and punctuality for passengers is our top priority, but when things go wrong passengers must be suitably reimbursed. That’s why we’re working to introduce Delay Repay 15 on all our franchises, as well as automated ‘one-click’ compensation on future franchises.
I’m delighted to see that half of DfT franchised train companies are now signed up to Delay Repay 15 schemes, which shows we are making important progress in creating a railway focused on putting the passenger first.
DR15 has already been introduced on GTR, South Western, West Midlands, c2c and Northern. Yesterday’s milestone fits into the wider work announced by the Secretary of State last October to make compensation quicker and easier to claim, including rolling out Delay Repay on all operators and introducing ‘one click’ compensation on future franchises.
The government has also worked with industry to introduce a new rail ombudsman, providing a free, easily accessible dispute resolution scheme for when passengers are dissatisfied with the response to their complaint.
The launch of DR15 allows eligible passengers to claim money back on services delayed by 15 to 29 minutes. Previously, compensation applied only to delays of at least 30 minutes or more.
Automated Delay Repay works for all customers who have bought Advance Purchase tickets from the SWR website and for Touch Smartcard season ticket holders.
Find out more about the:
- DR15 scheme for Greater Anglia
- DR15 scheme on Great Western
- Automated Delay Repay scheme on South-Western Railways
Rail media enquiries
Media enquiries 020 7944 3021
Out of hours media enquiries 020 7944 4292
Switchboard 0300 330 3000
Latest News from
Department for Transport
£730,000 to boost diversity, wellbeing and skills in maritime13/09/2019 10:10:10
Increased funding for maritime careers and the welfare of seafarers.
Government backs cutting-edge tech to drive down shipping emissions10/09/2019 15:10:00
Funding boost for low-carbon maritime technology.
Over £500m new investment in green technologies for a cleaner and healthier future10/09/2019 14:22:00
Plans for a cleaner and healthier Britain stepped up a gear today (10 September 2019), as Ministers announced more than half a billion pounds of investment in green technologies.
New ship to boost safe navigation in UK seas10/09/2019 12:10:00
New state-of-the-art ship to replace ageing THV Patricia and improve maritime safety.
Boost for hauliers’ Brexit preparation as multi-million pound campaign launched09/09/2019 16:10:00
Making sure that hauliers have everything they need from traders to get through border customs smoothly after Brexit.
£1 million to boost haulage sector and combat long-term unemployment09/09/2019 12:10:00
Funding of £1 million boost to help the haulage sector increase its workforce and recruit new talent.
Protection for flights and road transport after Brexit reaffirmed06/09/2019 12:10:00
Passengers and hauliers to continue to travel and trade with confidence as UK-EU transport protected after Brexit.
New government-funded cycling routes revealed across England05/09/2019 14:20:00
Funding boost for National Cycle Network.