Rail delays reach a record high but passenger compensation falls

COMPENSATION payouts to delayed rail passengers fell last year, despite a record number of trains running late, as campaigners call for the refund process to become automated.

Britain’s train companies paid out £79 million during 2018-19, down 2.1 per cent on the previous 12 months.

Over the same period, the rail industry’s official measure of punctuality reached a 14-year low. Just 86.3 per cent of trains reached their destination within 10 minutes of the schedule for long-distance services, or five minutes for short-distance journeys, down 1.5 percentage points on 2017-18.

Campaign groups have called for the delay compensation system to be automated, as they say passengers are missing out on payments.

A recent report by the independent watchdog Transport Focus found that £100 million in compensation went unclaimed in 2017-18, as just 35 per cent of passengers submitted claims.

Train companies are not providing travellers with the information about how to make claims, passenger groups have said.

David Sidebottom, director of Transport Focus, said: “Passengers tell us that they want punctual and reliable journeys. When things don’t go to plan for passengers, an apology and compensation can take away some of the sting. The rail industry should introduce more automated compensation for delays and cancellations and ensure every eligible passenger knows how to claim so that they get the money they are entitled to.

“To make their voice heard passengers must claim every time and make delay pay.”

The Campaign for Better Transport said the “onus” should be on train companies to make sure passengers know their rights.

“The system needs to change so that compensation is paid automatically to passengers suffering delays and cancellations,” said Darren Shirley, chief executive of the Campaign for Better Transport.

A Department for Transport spokesman said: “Our [priority] is ensuring trains run on time and passengers have the reliable services they deserve.

“However, it is absolutely right that, when things go wrong, passengers are compensated fairly and quickly.”