Millions of rail passengers missing out on £80million in delay refunds

Trainline has now launched its “Fair Play on Delay Repay” campaign, alongside a petition on Change.org calling on the Government to reform the system.

The ticket retailer is pushing for changes that would allow all passengers to claim compensation through a simple one-click process, regardless of where they bought their ticket.

Currently, those buying through independent retailers face a more complex manual process.

Fresh research conducted by YouGov on behalf of Trainline reveals that nearly three in ten rail passengers believe they failed to secure compensation they were entitled to during 2025.

The survey paints a picture of a system actively discouraging claims, with 43% of those who did attempt to claim describing the experience as both frustrating and time-consuming.

More than half of claimants reported their most recent submission required six minutes or longer to complete.

Frequent rail users appear to suffer disproportionately from these barriers, with over 50 per cent stating they have missed out on money owed to them.

Department for Transport figures indicate that approximately 26 per cent of UK rail passengers opt to purchase tickets through independent apps and websites, yet these customers are currently barred from accessing one-click compensation technology that already exists.

Anthony Smith, Chair of Independent Rail Retailers and former Chief Executive of Transport Focus, said: “As the railway reforms take shape, it’s vital that passengers see change where it matters most to them. Allowing independent retailers to offer ‘1-click’ Delay Repay is a simple, deliverable reform that would make compensation easier to access and ensure passengers aren’t penalised for where they chose to buy their ticket.”

Ben Plowden, CEO of Campaign for Better Transport, added: “When journeys are delayed, passengers need to be able to trust that the system will treat them fairly. Too many people miss out on Delay Repay simply because the process is unclear or time-consuming.”

Trainline CEO Jody Ford said: “The railway wins public trust when it treats passengers fairly. Six minutes of form-filling after a delayed train is unacceptable.”

With years of innovation and industry cooperation, we’ve made huge progress in simplifying ticket buying, but compensation must be just as easy when journeys are disrupted.”

The campaign has garnered substantial backing, with 85 per cent of adults surveyed expressing support for a one-click claims process.

Beyond simplifying refunds, such a system could benefit charitable organisations, as more than half of train passengers indicated they would consider donating their compensation directly to good causes.

Passengers may be entitled to a refund or compensation if they are delayed or unable to complete their journey because of cancelled or delayed trains.

If a passenger decides not to travel due to a cancellation or a delay of 60 minutes or more, they can claim a full refund from the retailer they purchased the ticket from. If they choose to travel and arrive late, they may instead claim compensation from the train operator responsible for the delay through the Delay Repay scheme.

The amount of compensation varies depending on the train company, the length of the delay and the type of ticket held. Under the National Rail Conditions of Travel, passengers are entitled to at least 25 per cent of the single ticket price for delays of 15 to 29 minutes, rising to 50 per cent for delays of 30 to 59 minutes. Delays of 60 minutes or more qualify for a full refund on single tickets, with return ticket compensation increasing in line with the length of the delay.

Most major train operators now offer Delay Repay from 15-minute delays, although some smaller operators only begin compensation at 30 minutes.