Department for Transport
Rail passengers to benefit from ‘one-click’ compensation
Simple one-click' automated claims systems, available via smartphones and smartcard registration, will make compensation claims easier for customers.
- new government measures to require train operators to make compensation claims easier for customers
- increased use of technology to help inform passengers they are entitled to claim
- government working with companies to ensure more consistency across network as figures show compensation paid at record levels
New rules making it easier for rail passengers to claim compensation for delays and disruption have been announced today (1 October 2018).
The introduction of simple and speedy ‘one-click’ automated claims systems, available via smartphones and smartcard registration, form part of stronger obligations for future train operators under UK government-awarded franchises, ensuring that passengers are more aware than ever of their right to compensation.
This builds on extensive work by government to deliver improved compensation for passengers, following the extension of Delay Repay 15 to Northern services from the end of this year, working with industry to establish a new ombudsman to handle complaints, and introducing smart, paperless ticketing across the majority of the network by the end of the year.
Today’s announcement coincides with the publication of reports by the Department for Transport (DfT) which show the total amount of compensation paid to passengers has risen 80% in the past 2 years, as the government has increased the requirements of train operators to publicise passengers’ rights. Claims are also being dealt with more quickly, with 67% now resolved within 2 weeks compared to 48% in 2016.
The reports also highlight the need for increased use of technology; 53% of passengers state that they are now claiming for compensation online, up from 31% in 2016, with users of smartcards or mobile phone tickets most likely to make a claim.
The DfT is working with all train operators to better promote awareness of schemes such as Delay Repay and encourage them to bring in automated processes for informing passengers of their rights to claim.
Related rail delays and compensation information
- Rail delays and compensation 2018, published 1 October 2018
- Train operating companies: Passenger’s Charter compensation, published 1 October 2018
- Passenger compensation: train companies’ actions to improve passenger awareness, published 1 October 2018
Rail media enquiries
Media enquiries 020 7944 3021
Out of hours media enquiries 020 7944 4292
Switchboard 0300 330 3000
Improving the rail passenger experience through investment, improved complaint handling and compensation schemes.
Latest News from
Department for Transport
Reformed Plug-In Car Grant extended into next decade12/10/2018 15:43:00
Changes to financial incentives reflect the ongoing success of the Plug-In Car Grant in increasing uptake of electric vehicles.
Rail Review12/10/2018 11:20:00
DFT statement given yesterday by a member of DFT announcing the Rail Review into the most appropriate organisational and commercial framework for the rail sector.
First new trains in £500 million northern investment unveiled by Northern Powerhouse minister08/10/2018 15:10:00
Northern rail passengers to benefit from state-of-the-art trains.
Government to fund local authority plans to tackle air pollution08/10/2018 08:10:00
Ten areas to take forward new measures to improve air quality with government support.
Britain’s high-speed future provides opportunity for all05/10/2018 11:25:00
Nusrat Ghani has met students enrolling at the National College for High Speed Rail in Birmingham.
Transport Secretary welcomes progress on East West Rail04/10/2018 16:10:00
Chris Grayling visits Bicester to see how how enabling works are laying the ground for construction of a world-class rail link.
Severn Crossings to go toll-free on 17 December 201803/10/2018 10:10:10
Early festive boost for commuters, shoppers and businesses on both sides of the border.
London-Newquay flights secured for further 4 years01/10/2018 17:08:00
Service will see daily flights between Newquay Airport and London Gatwick, with 3 return flights on weekdays and 2 per day at weekends.