ORR protects the interests of rail and road users. We are improving the safety, value, and performance of railways and roads, today and in the future.

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

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).