Delay compensation claims
Quarterly statistics containing data on the volume of delay compensation claims made by passengers on rail services within Great Britain and how effectively train operating companies processed these.
For details on how these statistics are compiled, please see our Passenger rail service complaints and delay compensation claims quality and methodology report and for information on any revisions, please see our Revisions log.
Our statistical practice is regulated by the Office for Statistics Regulation (OSR).
If you have any questions or feedback on these statistics, please contact rail.stats@orr.gov.uk
Latest factsheet
Delays compensation claims, rail periods 11 to 13 (7 January to 31 March 2024)
Date published: 27 Jun 2024
Date next published: 24 Oct 2024
Key results
- There were 7.6 million delay compensation claims closed by train operators between 1 April 2023 and 31 March 2024, an increase of 30% the previous year. In the last three rail periods of the year (periods 11 to 13) there were 1.8 million delay compensation claims closed by train operators, an increase of 20% on the same rail periods in the previous year.
- In the latest year (April 2023 to March 2024), passenger journeys were 16% higher compared with the previous year. There was also a slight deterioration in train punctuality and subsequently an increase in the volume of delay compensation claims.
- Overall, 99.0% of delay compensation claims were closed within 20 working days in the latest year (April 2023 to March 2024), up 1.9 percentage points (pp) from the previous year and 80.6% of claims closed were approved (up 1.4pp from the previous year).
Historical factsheets
-
2023-24
-
2022-23
- Delays compensation claims, rail periods 11 to 13 (8 January to 31 March 2023)
- Delays compensation claims, rail periods 8 to 10 (16 October 2022 to 7 January 2023)
- Delays compensation claims, rail periods 5 to 7 (24 July 2022 to 15 October 2022)
- Delays compensation claims, rail periods 1 to 4 (1 April 2022 to 23 July 2022)
-
2021-22
- Delays compensation claims, rail periods 11 to 13 (9 January 2022 to 31 March 2022)
- Delays compensation claims, rail periods 8 to 10 (17 October 2021 to 8 January 2022)
- Delays compensation claims, rail period 5 to 7 (25 July 2021 to 16 October 2021)
- Delays compensation claims, rail period 1 to 4 (1 April 2021 to 24 July 2021)
-
2020-21
- Delays compensation claims, rail period 11 to 13 (10 January 2021 to 31 March 2021)
- Delays compensation claims, rail period 8 to 10 (18 October 2020 to 9 January 2021)
- Delays compensation claims, rail period 5 to 7 (26 July 2020 to 17 October 2020)
- Delays compensation claims, rail period 1 to 4 (1 April 2020 to 25 July 2020)
-
2019-20
- Delays compensation claims, rail period 11 to 13 (5 January 2020 to 31 March 2020)
- Delays compensation claims, rail period 8 to 10 (13 October 2019 to 4 January 2020)
- Delays compensation claims, rail period 5 to 7 (21 July 2019 to 12 October 2019)
- Delays compensation claims, rail period 1 to 4 (1 April 2019 to 20 July 2019)
Data tables
-
Quarterly