Claims for train delays should be made easier for UK passengers, says watchdog

Compensation for train delays in the UK should be made easier for millions of rail passengers affected by services, the industry watchdog has proposed.

The Office of Rail and Road (ORR) said 80% of passengers do not claim compensation and there should be more help to allow them to do so.

The regulator has recommended clearer forms, a national publicity campaign, and improved staff training, to support claims.

The ORR’s proposal follows a complaint by consumer group Which? which said in December 2015 that millions of people were being mistreated by the system. The ORR had 90 days to respond to the complaint under law.

"We want all passengers to be able to claim the compensation they are entitled to. The information they receive needs to be better and the process must be clearer and simpler," said ORR chief executive Joanna Whittington.

Which? said the proposals were good start but were not long-term solutions to the problem.

The company said the government must ensure the rail regulator has all the powers it needs to be a “consumer watchdog with real teeth”.

The Rail Delivery Group, which represents operating companies, said it would improve its services in response to the proposals.

"There is always room for improvement and we know that we can do more to give our customers an even better deal," said Paul Plummer, chief executive of the Rail Delivery Group, which represents the operators.

"We will address all of the regulator's recommendations."

Under the current system, rail passengers can claim compensation if their train is delayed by more than 30 minutes. Since last July passengers have been able to claim compensation in cash instead of with vouchers, although different train operators still have different agreements.

"Delay Repay" is being gradually introduced across the network, meaning compensation will be paid regardless of the reason for the delay, with all but four operators signed up to the scheme by April.