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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

 

Latest factsheet

Delays compensation claims, rail periods 8 to 10 (16 October 2022 to 7 January 2023)
Delays compensation claims, rail periods 8 to 10 (16 October 2022 to 7 January 2023)

Date published: 06 Apr 2023
Date next published: 29 Jun 2023

Key results

  • In rail periods 8 to 10 there were 1,658,883 delay compensation claims closed by train operators. This is more than double (134%) the same rail periods in the previous year, but 8% lower than the same rail periods in 2019, the most recent year before the pandemic.
  • The increase in delay compensation claims compared with the previous year reflects an increase in passenger usage as pandemic restrictions have eased. In October to December 2022, passenger journeys were 29% higher than in the same quarter in the previous year. There was a deterioration in train punctuality and reliability and subsequently an increase in the volume of delay compensation claims.
  • Overall, 97.8% of delay compensation claims were closed within 20 working days during rail periods 8 to 10 (16 October 2022 to 7 January 2023). This is down from 98.9% in the same rail periods in the previous year.