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Rail compensation figures – Transport Focus response

Today the Department for Transport published its figures for the amount of compensation claimed by rail passengers in 2016-17.

Anthony Smith, chief executive of the independent watchdog Transport Focus, said:

“Passengers want a journey they can rely on rather than having to claim compensation. Patchy punctuality is reflected in these claim figures. However, it is also a good sign that more people are beginning to claim the compensation due to them when things go wrong.

“Our research had shown that almost two thirds of eligible passengers were unaware they could claim, so it is good to see more people getting some money back to take the sting out of the situation. We think the process could be made even easier – with greater automation – to help yet more people claim. And of course, the best case would be for performance to improve so there is no need to claim.”


  • Train
  • Disruption
  • Passenger experience


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