Compensation and complaints

Rail Regulator publishes passenger delay compensation claims data

10 January 2019
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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.

ORR reviews rail compensation claims companies

20 November 2018
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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.

Rail compensation

20 December 2016
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When passengers are delayed beyond a certain length of time they become entitled to claim compensation, regardless of whether the company they are travelling with is responsible for the delay they have experienced.

ORR acts to help rail passengers get compensation for train delays

Content archived on 14 April 2024

30 March 2016
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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.

Super-complaint update

Content archived on 14 April 2024

17 February 2016
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ORR’s Deputy Director for Consumers, Stephanie Tobyn, is leading ORR’s response to Which?’s super-complaint on rail passenger compensation and gives an update.