Rail passengers will be able to claim compensation more easily when their train is delayed, and the rail network will be more accessible to disabled passengers, under proposals submitted to the Williams Rail Review by the Office of Rail and Road.

There were 5.3 million delay compensation claims made over the past year and research in 2018 also revealed that only a third of eligible passengers claimed compensation, totalling some £81 million.

There were almost 1.3million booked passenger assists in 2018-2019. This is an increase of 2% compared with the previous year.

In a set of proposals today welcomed by Keith Williams, Chair of the Independent Review of the rail industry established by the Secretary of State for Transport in September 2018, the ORR has included:

Providing help to passengers who need assistance

Reforms to transform accessibility include requiring train operators to cut the notice required for booking assistance from the current maximum of 24 hours to 10 pm the day before travel by April 2020. A further reduction until it is two hours prior to travel by April 2022.

In addition, train operators must improve the reliability of the assistance all passengers receive, whether or not they book in advance.

Short terms reforms also include requiring train operators to ensure that staff are better trained to provide assistance.

In the longer term, the ORR wants to see reforms including a review of funding for accessibility.

Simplifying Compensation

The ORR’s reforms to compensation could see new rules to raise passengers’ awareness of their rights by requiring train operators to tell passengers of their rights to compensation while they are on a delayed train. The new rules would also require companies to process compensation claims in 20 working days

What did the officials say?

John Larkinson, ORR Chief Executive, said:

“Despite improvements made by the industry, the quality of assistance provided to passengers who need it falls below society’s expectations. And passengers are still not claiming the compensation they are entitled to when trains are delayed.

“A substantial change is needed and we look forward to continue working with the Williams Rail Review to help bring this about.”

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