Rail passengers will soon be able to claim compensation if their train is more than 15 minutes late under an improved compensation scheme announced by the Department for Transport.
‘Delay Repay 15’ will be introduced within months on Govia Thameslink Railway services, including Southern, and then rolled out across the country.
Passenger and rail industry groups have supported the plans.
The new compensation thresholds
- 25% of the single fare for delays of 15 to 29 minutes
- 50% of the single fare for delays of 30 to 59 minutes
- 100% of the single fare for delays of 60 minutes to 119 minutes
- 100% of the total ticket cost (including if it is a return) for delays of two hours or more
Transport secretary Chris Grayling said: “We recognise that, above all else, passengers want a reliable train service, but when things do go wrong it is vital that they are compensated fairly. ‘Delay Repay 15’ is a major improvement for passengers and we are working with train companies to make it as easy as possible for passengers to claim their rightful compensation.
After being introduced on GTR services, it will be rolled out across the network starting with the new South Western, West Midlands and South Eastern franchises.
A spokesman for the Rail Delivery Group, which represents train companies, said: "We know that every minute counts for passengers and we understand the argument for wanting to start the compensation clock ticking earlier, especially for commuter services.
"Train companies are paying out more in compensation for delays, and making it easier to apply for. A new nationwide campaign to raise awareness of how to claim money back for delays starts next week."
Anthony Smith from watchdog Transport Focus told The BBC the measures "will go a long way to help build back passenger trust".
"Train companies need to do more to alert passengers to compensation. Passengers expect the process to become smarter and automatic, taking the onus off them to have to claim in the first place - automatic Delay Repay is the way forward," he said.
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