Research and analysis

Rail delays and compensation 2023

Views of rail passengers on rail compensation schemes from research conducted in March 2023.

From:
Department for Transport
Published
16 November 2023

Applies to England, Scotland and Wales

Documents

Rail delays and compensation 2023 – full report

PDF, 892 KB, 51 pages

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Rail delays and compensation 2023 – technical report

PDF, 897 KB, 40 pages

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Details

This report contains findings from the fourth wave of research with passengers on rail compensation schemes, conducted in March 2023. Previous research on this topic was conducted in 2016, 2018 and 2020.

The report covers:

  • the proportion of rail passengers that claim compensation when they are eligibly delayed
  • rail passengers’ awareness of their eligibility to claim compensation
  • rail passengers’ experience when claiming compensation
  • the reasons why some passengers choose not to claim compensation

Data was collected from members of online research panels using a quantitative survey.

In total, 10,028 rail passengers were surveyed, of whom 4,744 had experienced an eligible delay and were asked a series of questions.

Of the passengers who did not experience an eligible delay, 788 were asked questions on general attitudes to claiming compensation.

Published 16 November 2023

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