GovWire

This report contains findings from the fourth wave of research with passengers on rail compensation schemes, conducted in March 2023. Previous research on this topic was conducted in 2016, 2018 and 2020.

The report covers:

• the proportion of rail passengers that claim compensation when they are eligibly delayed
• rail passengers awareness of their eligibility to claim compensation
• rail passengers experience when claiming compensation
• the reasons why some passengers choose not to claim compensation

Data was collected from members of online research panels using a quantitative survey.

In total, 10,028 rail passengers were surveyed, of whom 4,744 had experienced an eligible delay and were asked a series of questions.

Of the passengers who did not experience an eligible delay,788were asked questions on general attitudes to claimingcompensation.

Related rail delays and compensation information

• Rail passenger compensation paid by Train Operating Companies 2009-10 to 2022-23
• Passenger compensation: train companies actions to improve passenger awareness