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.
If you have any questions or feedback on these statistics, please contact rail.stats@orr.gov.uk
Publication of 1 April to 22 July 2023 (Periods 1-4) statistical release has been rescheduled due to delays in data supply.
Latest factsheet
Delays compensation claims, rail periods 11 to 13 (8 January to 31 March 2023)
Date published: 29 Jun 2023
Date next published: TBC
Key results
- There were 5,866,698 delay compensation claims closed by train operators between 1 April 2022 and 31 March 2023, more than double (189%) the claims closed in the previous year. In the last three rail periods of the year (periods 11 to 13) there were 1,513,652 delay compensation claims closed by train operators, more than double (141%) the number closed in the same rail periods in the previous year.
- Between April 2022 and March 2023, passenger journeys increased by 46% compared with the previous year. There was a deterioration in train punctuality and reliability and subsequently an increase in the volume of delay compensation claims. Strike action affected large parts of the network throughout the year. In response, a reduced timetable was put in place on the strike days and for some of the days after.
- Overall, 97.1% of delay compensation claims were closed within 20 working days in the latest year (April 2022 to March 2023), down 1.8 percentage point (pp) from the previous year and 79.1% of claims closed were approved (up 1.7pp from the previous year).
Historical factsheets
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2022-23
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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)
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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)
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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
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Quarterly