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Train operating companies: Passenger’s Charter compensation

Compensation amounts paid by train operating companies to passengers through Passenger's Charter requirements.

Updates to this page

From:
Department for Transport
Published:
17 November 2016
Last updated:
26 February 2026
Show all updates

  1. Train operating companies: Passenger’s Charter compensation 2024 to 2025 added.

  2. Passenger’s Charter compensation for 2023 to 2024 added.

  3. 2022 to 2023 figures added.

  4. Added rail compensation figures for 2021-22

  5. Payments between 2020 and 2021 released.

  6. Error correction: figure for 2018 to 2019 figure for Virgin Trains East Coast changed from £3,986 to £3,896 thousand.

  7. Added data for 2019 to 2020.

  8. Error correction: for 2018 to 2019, Virgin Trains East Coast figure revised from 3,896 to 3,986 and total revised from 78,895 to 78,985.

  9. Rail passenger compensation figures between 2018 and 2019 released

  10. Data for year 2017 to 2018 added.

  11. Data for year 2016 to 2017 added.

  12. First published.

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Rail passenger compensation paid by train operating companies

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Details

Compensation paid by train operators since 2016 in accordance with their Passenger Charter and including:

  • Delay Repay compensation
  • compensation paid under the traditional charter scheme
  • discretionary compensation

For more information, including compensation paid under the traditional charter scheme, see previous figures for rail passenger compensation payments.

These rail passenger compensation figures are influenced by numerous factors, including the propensity of passengers to claim compensation when they are delayed, known as the ‘claim rate’. Research into claim rate was completed in 2025, 2023, 2020 and 2018.

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