Rail passengers to be able to claim for journeys delayed by more than 15 minutes

Rail passengers will be able to claim compensation for train journeys that are delayed by more than 15 minutes under an improved compensation scheme announced by the Department for Transport.

Compensation will be paid via a scheme called Delay Repay 15. The scheme will be introduced within months on Govia Thameslink Railway services and then rolled out across the country.

Those travelling by rail will be able to claim 25% of the cost of the single fare for delays between 15 and 29 minutes. The existing compensation thresholds will apply for delays from 30 minutes with passengers able to apply for compensation through the train operating company.

The existing Delay Repay thresholds are 50% of the single fare for delays of 30 to 59 minutes; 100% of the single fare for delays of 60 minutes or more; 100% of the return fare for delays of 2 hours or more.

Transport Secretary Chris Grayling said: “We recognise that, above all else, passengers want a reliable train service, but when things do go wrong it is vital that they are compensated fairly. Delay Repay 15 is a major improvement for passengers and we are working with train companies to make it as easy as possible for passengers to claim their rightful compensation.

“Together with the Consumer Rights Act, this policy shows we are putting passengers first and making sure they receive due compensation for poor service.”

Mark Dugdale