ORR statement on new rail delay compensation research, published by Transport Focus

17 November 2016

To understand more about passengers’ awareness of compensation eligibility and their experiences of claiming compensation for train delays, we contributed funding for Transport Focus to undertake a survey of 8000 passengers.

The Transport Focus research is available to view online at:
http://www.transportfocus.org.uk/research-publications/publications/rail-delays-compensation/

Statement attributed to Stephanie Tobyn, ORR’s Deputy Director, Consumers:

We welcome today’s report which reinforces our recommendations to industry on improving passengers’ awareness and experience of claiming delay compensation.

While we’re pleased to see an increase in those claiming compensation, we expect train companies to continue their progress to enable the other two-thirds of eligible passengers get the compensation to which they’re entitled. In particular, more needs to be done to raise passengers’ awareness of their rights to delay compensation, the information they receive about it needs to be better, and the claims processes simpler.