Research and analysis
Rail delays and compensation 2018
Views of rail passengers on rail compensation schemes from research conducted in March 2018.
Documents
Details
This report contains findings about rail passenger experiences of compensation schemes, conducted in March 2018, 2016 and 2012. It covers:
- passenger awareness of their eligibility to claim compensation
- the experience of rail passengers when claiming compensation
- the reasons passengers choose not to claim for compensation
The main findings of the research are:
- the amount of passengers claiming compensation for a 30 minute or longer delay has increased
- passenger satisfaction with the claim process has increased
- more passengers are receive an acknowledgement from their Train Operating Company when they make a claim
- more claims are resolved within the Office for Rail and Road (ORR) target of 4 weeks
- the value of compensation and length of delay have most impact on the decision for passengers to claim for compensation
Research was conducted by Transport Focus and Breaking Blue on behalf of DfT. More details can be found on the Transport Focus website.
Related rail delays and compensation information
Published 1 October 2018