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Rail delays and compensation – what passengers want

The number of passengers claiming the compensation they are owed has almost trebled – but is still less than half of all those eligible.

In 2013 we found that almost nine in 10 of passengers eligible for compensation for delays, did not claim. This time we spoke to  over 7000 passengers and found that the number claiming compensation has increased to 35 per cent.

This research by Transport Focus in partnership with the Department for Transport and the Office of Rail and Road found:

  • the number of passengers claiming compensation has increased since 2013 from 12 per cent to 35 per cent
  • 57 per cent of eligible passengers weren’t aware they could claim compensation or didn’t even think about it
  • just 38 per cent of passengers are satisfied with the train company alerting them to their right to claim compensation.
Downloads
  • Rail delays and compensation - what passengers want November 2016
    Download
  • AGENCY REPORT delays and compensation
    Download
  • AGENCY REPORT 2 delays and compensation
    Download
Modes
  • Train
Topics
  • Passenger experience
  • Complaints and advice
  • Refunds and compensation

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