Compensation and complaints

Assisted travel reforms include improving the reliability of assistance for passengers, a shorter timeframe for booking assistance, and compensation when things go wrong. ORR recommends that train operators must tell passengers of their right to compensation during a journey and settle claims within 20 days.

Official statistics released for the first time today by the Office of Rail and Road (ORR) show there were around 3 million compensation claims made for rail delays between April and mid-October 2018, of which 84% were approved and 92% were closed within 20 working days.

The Office of Rail and Road (ORR) has today launched a market review into the role played by Delay Repay claims companies in helping passengers claim compensation when journeys are delayed, and, in helping train operators deal with claims more efficiently.

By Stephanie Tobyn, Deputy Director for Consumers.

By Marcus Clements, Head of Consumer Policy.

By Stephanie Tobyn, Deputy Director for Consumers, Office of Rail and Road (ORR).

The Office of Rail and Road (ORR) has looked at how train operators tell their passengers about compensation schemes, and how easy it is for passengers to claim compensation payments for train delays. We met with all train operators and reviewed their claims processes, websites and social media content.

Better information and stronger monitoring of standards are among recommendations called for today by the Office of Rail and Road (ORR) to help rail passengers get more of the compensation they are due from delays.