Delayed rail passengers set for cash compensationFed up passengers to get cash instead of vouchers

08 June 2015

Train delays

Thousands of fed up passengers who suffer train delays will soon be able to receive cash compensation instead of vouchers.

As things currently stand under the train delay repay scheme, passengers can make claims for trains that are 30 minutes late but rail companies only offer vouchers in return.

However, a policy change expected to come into force in the summer will see people being able to claim cash.

The 2015 Which? train satisfaction survey found three in ten passengers were delayed when they last took a train. 

If you have endured a disrupted train journey see if you can claim compensation for train delays and cancellations.

Welcome move for passengers

Executive director of Which? Richard Lloyd said: ‘Our latest train survey showed that people are dissatisfied with the service provided by many of the operators, and it's little wonder when three in ten people suffered a delay when they last travelled.

‘As ticket prices continue to rocket, train operators must do more to improve levels of satisfaction and to inform people of their right to a refund as a result of delays.’

A spokesman for the Rail Delivery Group, representing train operators and Network Rail, said: ‘Planned changes to the National Rail Conditions of Carriage will enable passengers to claim their compensation in cash, instead of rail vouchers.

‘This will be a welcome move for passengers.’

Passengers claiming only fraction of compensation

The move is a major change as the current voucher system has been in operation for a number of years.

In February this year train delay monitoring group, Delay Repay Sniper, revealed that frustrated rail passengers were claiming for only a fraction of the journeys on which they had been delayed

Its figures for January 2015 for the Brighton to London service run by the Southern train company, for example, showed that as many as 52% of the 3,466 trains operated were late.

Yet under the 30-minute rule - where passengers can only claim compensation for trains delayed by more than 30 minutes - passengers could only claim compensation for 59 of these journeys.

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