Justin Tomlinson – 2016 Parliamentary Question to the Department for Transport

The below Parliamentary question was asked by Justin Tomlinson on 2016-09-02.

To ask the Secretary of State for Transport, what progress has been made on introducing automatic compensation for rail users whose trains arrive late.

Paul Maynard

The majority of train operators now operate the Delay Repay scheme and we are continuing to roll this out to all train operators through refranchising and / or as opportunities arise.

It is important that claims can be made easily and that passengers are made aware of their rights. This can be supported by automated systems that notify passengers when they are eligible to claim and electronic claims forms.

Some train operators have introduced fully automatic Delay Repay compensation: Virgin Trains West Coast for Advance tickets purchased through the operator’s website or app for registered passengers, and by c2c for all passengers with a registered c2c Smartcard. This is feasible when the passenger has a ticket for a specific train purchased from the operator or a smartcard.

Northern, TransPennine Express and East Anglia are also planning to introduce fully automatic compensation for certain passengers who buy Advance or Season tickets.