Transport Focus comment on changes to Delay Repay

18 March 2026

Earlier this week, the Department for Transport announced plans to simplify compensation claim systems under Great British Railways.

Natasha Grice, Director at the independent watchdog Transport Focus said:   

“Our latest research shows just over half of all eligible passengers are missing out on money that they are entitled to having experienced a disrupted journey. 

“These new measures will help make it easier for passengers to claim. Once set up, Great British Railways must go further and make the process automated, with minimal steps for passengers to receive delay compensation.” 

ENDS 

Notes to editors 

In recent Transport Focus research, compensation claim rates have fallen slightly (for the first time since tracking began) with just 45 per cent of passengers with an eligible delay claiming compensation, down from 47 per cent in 2023.