Train passengers are missing out on more than £80 million a year.
The losses are due to “unacceptable” compensation claims processes for delayed journeys, according to new analysis.
Trainline, the online ticket retailer that produced the estimate, has called for rail reform that “focuses on what matters” to passengers.
Passengers missing out on £80m compensation from train delaysblames
Customers who purchase tickets through train operator websites or apps often benefit from streamlined “one-click” claims through the Delay Repay scheme when services are delayed or cancelled.
However, this convenience is not available to around one in four passengers who use independent ticket retailers like Trainline, leaving them to navigate more complicated and time-consuming processes to receive compensation.
Jody Ford, chief executive of Trainline, said: "Six minutes of form-filling after a delayed train is unacceptable.
"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 ‘one-click’ delay repay is a practical change the industry and Government can do together."
Trainline has launched a petition calling on the Government to enable “one click” claims to be made by all online ticket buyers.
A survey of 2,000 UK adults, commissioned by Trainline, found that 29 per cent of train passengers did not claim compensation they were entitled to last year.
Of those who did make a claim, 58 per cent said their most recent application took at least six minutes to complete, while 43 per cent described the process as frustrating and time-consuming.
Ben Plowden, chief executive of Campaign for Better Transport, said: "Making compensation easy and consistent would help rebuild confidence in the railway and show passengers that their time and money are valued."
The Department for Transport has said it is already taking steps to simplify compensation.
A spokesman said: "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."
How to claim compensation for train delays
If you are looking to claim compensation due to train delays, the first step is to ensure you visit the specific company website that operated the delayed train.
Once on the correct train company's website, find their online form for delay repayments and fill it in.
Upload a photo or scan of your ticket, or provide your booking reference for e-tickets, and make sure the claim includes the date of travel, original departure time, and intended destination.
Most claims must be submitted within 28 days of the journey.
Trainline's Delay Repay service can help customers with the process.
As explained on its website: "Delay Repay tracks the delay of your train automatically and tells you when you’re eligible for compensation.
"It removes the guesswork by monitoring your journey in real-time and alerting you if you’re owed money – making the claiming process simpler, clearer and much harder to miss*.
"You can get notified when you're eligible for Delay Repay compensation through the Trainline app."
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If you are affected by a train delay, Trainline will automatically track your compensation.
Once your journey is complete and Trainline knows you can make a claim, it will remind you with a push notification or email.
You’ll be able to then check all the details and click straight through to the operator’s website to submit your claim.
Have you claimed compensation due to train delays? How did you find the process? Let us know in the comments.
