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Train passengers are missing out on £80 million a year in compensation
Summary
An analysis by Trainline says more than £80 million in delay compensation goes unclaimed each year because many online ticket buyers cannot access 'one-click' delay repay claims; Trainline has launched a petition asking the government to enable one-click claims for all online ticket purchases.
Content
Trainline analysis says passengers miss over £80 million in annual delay compensation, and the company attributes much of that shortfall to complicated claims processes. Some train operators offer a streamlined "one-click" delay repay option on their own websites or apps. However, people who buy tickets from independent online retailers often must complete longer manual forms. Trainline has launched a petition calling on the Government and industry to let all online ticket buyers use one-click claims.
Key points:
- An analysis by Trainline estimates more than £80 million in annual compensation went unclaimed by passengers.
- Approximately one in four passengers who use independent ticket retailers do not have access to one-click delay repay on those platforms.
- Trainline has started a petition asking the Government to enable one-click delay repay for all online ticket purchases.
- A Trainline-commissioned survey of 2,000 UK adults found 29% of train passengers did not claim disruption compensation they were entitled to last year; 58% of claimants said their most recent application took at least six minutes and 43% described the process as frustrating and time-consuming.
- The Campaign for Better Transport said that easier and more consistent compensation processes could help rebuild passenger confidence in the railway.
Summary:
The analysis points to a notable gap between compensation entitlement and payments, linked to uneven access to streamlined claims. Trainline's petition and the Government's wider ticketing reforms are presented as possible routes to change, and the Department for Transport and the Rail Delivery Group were approached for comment. Undetermined at this time.
