Working in partnership with London TravelWatch

Launched in 2019, Transport Focus’s Make Delay Pay campaign aimed to raise passenger awareness of compensation for delayed and cancelled train journeys, persuade more rail users to claim what they are entitled to and ensure train operators streamline the claims process through easier online and automated systems.

The current crisis has inevitably shifted focus onto other issues right now, but we haven’t forgotten about this. Running trains on time, and how you put it right when they are not, will always be important.

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Rail delay claim rates have gone up

Just before Covid-19 struck we did some research on behalf of DfT looking at what people thought about the delay claim process and, crucially, the proportion of eligible passengers now claiming compensation.

We’re pleased that the proportion of people claiming has increased. Those claiming for 30-minute delays has gone up from 39 per cent in 2018 to 46 per cent in 2020; claim rates for 15-minute delays have also increased, albeit by a lower amount (up from 18 per cent to 22 per cent). Levels of satisfaction with the process have also improved.