Rail passengers lose out on greater than £80million annually because of irritating Delay Repay course of
Delayed rail passengers are losing out on more than £80million each year in unclaimed compensation due to Delay Repay frustration.
Today, rail ticketing company Trainline has launched its ‘Fair Play on Delay Repay’ campaign in a bid to tackle the complicated claims process it says ‘prevents independent ticket retailers from offering ‘1-click’ Delay Repay’.
Trainline is urging the UK Government to change Delay Repay rules and simplify the claims process for passengers, giving them fair access to the compensation.
Around 26 per cent of UK train passengers purchase their tickets from independent rail ticket websites and apps, the Department for Transport found.
However, train passengers booking tickets this way don’t have access to the ‘1-click’ Delay Repay claim system.
This means the millions who purchase their tickets like this have to go through a more complicated process to receive compensation they are entitled to.
What’s more, new YouGov research commissioned by Trainline found 29 per cent of passengers say they failed to claim compensation they were entitled to for delayed journeys last year.
This results in an estimated £80million unclaimed compensation.
Today, rail ticketing company Trainline has launched its ‘Fair Play on Delay Repay’ campaign in a bid to tackle the complicated claims process it says ‘prevents independent ticket retailers from offering ‘1-click’ Delay Repay’
Trainline is urging the UK Governmentto change Delay Repay rules and simplify the claims process for passengers, giving them fair access to the compensation
Many passengers are put off from claiming because of the process, with 43 per cent finding it ‘frustrating and time-consuming’.
Some 58 per cent say their most recent claim took six minutes or more to do and over half say they have missed out on compensation for delayed journeys they were entitled to.
Anthony Smith, Chair of Independent Rail Retailers and former Chief Executive of independent watchdog Transport Focus, commented: ‘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.’
Using a simpler process proposed by Trainline appeals to passengers. A whopping 85 per cent supported ‘1-click’ claim system.
Ben Plowden, CEO of Campaign for Better Transport, said: ‘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.
‘Making compensation easy and consistent would help rebuild confidence in the railway and show passengers that their time and money are valued.’
Bew YouGov research commissioned by Trainline found 29 per cent of passengers say they failed to claim compensation they were entitled to for delayed journeys last year. This results in an estimated £80million unclaimed compensation
In a bid to push the Government to introduce better Delay Repay processes, Trainline has launched a ‘Fair Play on Delay Repay’ petition.
The company is inviting other rail retailers and passenger groups to join the campaign to make simple and fair.
Due to industry rules, at the moment Trainline is not able to offer a full ‘1-click’ Delay Repay experience.
But, it is trying to help customers in other ways, such as having notifications on eligibility for Delay Repay, and assistance in claiming.
Aside from saving passengers money, a simpler system could help increase charity donations too.
More than half of the adults surveyed expressed an interest in donating compensation directly.
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.
In a bid to push the Government to introduce better Delay Repay processes, Trainline has launched a ‘Fair Play on Delay Repay’ petition
‘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.
‘Passengers want rail reform that focuses on what matters to them, and ‘1-click’ Delay Repay is a practical change the industry and government can do together.’
It comes after Trainline updated its app in December to include Delay repay notifications, which alert customers when they may be entitled to compensation, providing estimates of what they’re potentially owed in real-time.
Depending on the train company you’re travelling with, you can claim delay repay
This feature then redirects users out to the relevant operator while surfacing all information required to complete their claim.
A Department for Transport spokesperson told the Daily Mail: ‘We are overhauling our railways and building back public trust so that passengers can rely on trains that run on time. But where there are delays, millions of passengers do successfully receive delay repay, with most publicly-owned operators offering a one-click service.
‘Our reforms are also making ticketing simpler throughout your journey – from rolling out more contactless tech at stations and trialling pay-as-you-go fares, to making it simpler to claim delay repay, including through our upcoming GBR app.’
