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.
Our Delay Compensation Code of Practice is designed to improve passengers’ access to the delay compensation to which they are entitled, through measures that will raise awareness, improve processes, and enable passengers to submit claims via authorised parties.
It applies to all passenger train companies in Great Britain whose Statement of National Regulatory Provisions (SNRP) or passenger train licence includes licence condition 29. This does not include Eurostar’s international services, charter operators or ‘small scale’ passenger operations of limited coverage of the national mainline railway.
In June 2023 we published a review of train operators’ compliance with the requirements of the Code of Practice. The report takes stock of efforts to improve passenger awareness of delay compensation schemes, and assesses the impact of recent moves to automate the processing of claims.