Travellers in U.K. are missing out on £100 million in compensation

Published on : Monday, July 22, 2019

Unawareness regarding the rights around train delays and cancellations has deprived hundreds and thousands of commuters on getting their money back.



According to Transport Focus in 2017/18 , only 35% of passengers claimed £81 million for delays. It further implied that travellers were missing out on £100 million in compensation.




Only 39% of eligible passengers could claim refunds for the delays of 30 minutes or more during the 12-month period and a mere 18% for delays of 15 minutes or more.
In order to encourage more passengers to claim what they are entitled to a new Make Delay Pay campaign was launched.



This scheme is expected to protect passengers’ rights and mentions that one is entitled to money back on the occasion if there are delays of 15 minutes or more.



Anthony Smith, chief executive of Transport Focus said that too many rail passengers miss out on compensation for late running trains.



Train operators must ensure that every eligible passenger is aware about Delay Repay and how to claim. The task should be made easy and automated wherever possible , further the passengers must claim every time to make their voice heard.



Firms should take actions to educate people about their rights, this includes making announcements on trains. It was noted that 82% of delayed passengers were entitled to Delay Repay compensation did not hear any announcement regarding money back while on journey.



The refund systems should be automated so that the commuters don’t have to claim in the first place while Delay Repay is a national scheme that train companies use to compensate passengers for unexpected delays.


According to the Department for Transport  firms must pay within 28 days.

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