Skip to content

Understanding rail passengers – delays and compensation

The National Passenger Survey (NPS) run by Passenger Focus provides a detailed picture of passengers’ journey experiences, but cannot address every topic of interest to the industry.

This series of occasional reports aims to fill some of these gaps in our knowledge through additional analysis or separate ad hoc survey research.

In this report we look at passengers’ experience of delays to their rail travel, whether they claimed compensation and their experience of the claims process, together with awareness of when compensation, or a refund, is generally payable.

The findings in this report should be considered by train operators (and regulators) in reviewing how they make passengers aware of compensation arrangements and how these are implemented.

Downloads
  • Understanding rail passengers - delays and compensation - FINAL.pdf
    Download
Modes
  • Train
Topics
  • Disruption

Related content

Latest news

Rail passengers need a fares freeze, not another increase

Find out more
Latest publication

Derby resignalling works

Find out more
Latest post

Keeping the rail industry on track for passengers

Find out more