In its first review of how train companies handle delay compensation claims, The Office of Rail and Road (ORR) found that since its Delay Compensation Code of Practice was launched in April 2022, most companies have simplified the process, but some need to do more to raise awareness of how and when to make a claim.

Most train companies now process delay compensation claims through an automated system, with an average of just under three days to resolve compared to an average of five days for claims processed manually.

Overall, 79.1% of claims were approved in 2022/23. up from 77.4% in 2021/22, and the regulator has found no evidence that automatic processes result in a significant change to the rejection rate.

The review found that different train companies varied in their provision of information, and the regulator has reminded companies to ensure passengers can claim by post. They have also been asked to improve their provision of information about delay compensation, either by including a link to delay compensation information when purchasing tickets online, promoting delay compensation onboard trains, or informing passengers of their performance on delay compensation including publishing key data.

During 2022/23, 346,758 complaints were closed by train operators, which is a 23% increase from the previous year.

However, as there was a 46% increase in passenger journeys in the same period, the number of complaints per 100,000 journeys is down 16% from the previous year. The most popular cause of complaints continues to be punctuality/reliability, sufficient space on trains, and ticketing.

Stephanie Tobyn, ORR’s Director, of strategy, policy and reform said: “I am pleased to see that our code of practice has contributed to improving the process for claiming delay compensation and that the majority of train companies are taking their responsibilities seriously.

“It’s important that all train companies ensure that passengers understand their entitlement to claim compensation if their train is delayed, know how to do so and that the process itself is clear and effective.”