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 and resolved 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 fact sheet 2020-21 Q4
Delays compensation claims fact sheet 2020-21 Q4

Date published: 24 Jun 2021
Date next published: 28 Oct 2021

Key results

  • During 2020-21, delay compensation claims have been affected by the coronavirus (COVID-19) pandemic. The volume of train services and passengers on the network decreased considerably compared with 2019-20, resulting in high levels of punctuality and reliability and subsequently a low volume of delay compensation claims.
  • There were 394,948 delay compensation claims closed by train operators during 2020-21. This is a decrease of 93.7% from 6.3 million claims closed during 2019-20.
  • Overall, 99.9% of delay compensation claims were closed within 20 working days during 2020-21 (up 1.3 percentage points (pp) compared with 2019-20) and 77.8% of claims closed were approved (down 6.4pp compared with 2019-20).