Office of Rail and Road delay compensation claims data

10 January 2019

Commenting on the new passenger delay compensation claims data from the Rail Regulator, Anthony Smith, chief executive of the independent watchdog Transport Focus, said:

“Passengers tell us that they want punctual and reliable journeys. When things don’t go to plan for passengers, prompt responses, an apology and compensation can take away some of the sting.

“While the majority of operators are promptly dealing with claims it is disappointing to see some dragging their heels. Operators now need to take action to ensure more compensation claims are dealt within the required 20 working days to help passengers feel confident in their service.

“The rail industry should introduce more automated compensation for delays and cancellations so that they get the money they are entitled to.”