29 January 2026 at 22:30 (GMT) Download PDF
- 29% of rail passengers think they have missed out on their due compensation.
- Trainline launches the “Fair Play on Delay Repay” petition on Change.org to make Delay Repay easy and put money back in their pockets.
- Trainline’s call for simple ’1-click’ Delay Repay system for all travellers backed by 85% of adults.
29 January 2026: Rail passengers are missing out on an estimated more than £80mn1 in compensation for delayed journeys each year due to a bureaucratic and inconsistent claims process that frustrates travellers and prevents independent ticket retailers from offering ‘1-click’ Delay Repay.
Today Trainline is launching ‘Fair Play on Delay Repay’, a passenger-first campaign calling on the Government to reform Delay Repay rules and give all passengers simple and fair access to the compensation they are already entitled to.
According to the Department for Transport, around 26% of UK rail passengers choose to buy their tickets via independent rail ticket apps and websites2. While the technology exists for a ‘1-click’ Delay Repay claim system, access to this is denied to customers of independent ticket retailers. As a result, millions of passengers who purchase their tickets this way are forced to navigate a more complicated manual claims process.
Anthony Smith, Chair of Independent Rail Retailers and former Chief Executive of independent watchdog Transport Focus, said: “As the railway reforms take shape, it’s vital that passengers see change where it matters most to them. Allowing independent retailers to offer ‘1-click’ Delay Repay is a simple, deliverable reform that would make compensation easier to access and ensure passengers aren’t penalised for where they chose to buy their ticket.”
Nearly a third (29%) of rail passengers say they failed to claim compensation they were entitled to for delayed journeys in 2025, according to new YouGov research commissioned by Trainline, leaving an estimated more than £80mn unclaimed. The findings point to a system that puts people off claiming: 43% of claimants describe the process as frustrating and time-consuming, while 58% say their most recent claim took six minutes or more to complete. Regular travellers are hit particularly hard: over half say they have missed out on compensation they were entitled to.
85% of adults surveyed support a '1-click' claim process to make receiving due compensation after disruption easy and simple. A ‘1-click’ system could also be a boost to the UK’s charities, with more than half of adults who travel by train expressing interest in donating compensation directly.
Ben Plowden, CEO of Campaign for Better Transport, said: “When journeys are delayed, passengers need to be able to trust that the system will treat them fairly. Too many people miss out on Delay Repay simply because the process is unclear or time-consuming. Making compensation easy and consistent would help rebuild confidence in the railway and show passengers that their time and money are valued.”
Trainline introduced notifications on eligibility for Delay Repay, and assistance in claiming, in its recent “The Way to Train” app update, which also introduced other new features to help passengers with disruption. However, current industry rules mean Trainline is not yet able to offer a full ‘1-click’ Delay Repay experience, despite clear passenger demand.
Trainline is today launching the “Fair Play on Delay Repay” petition on www.change.org/delayrepay to help rail travellers call on the Government to let technology make Delay Repay easy and put money back in their pockets. People will be able to sign this petition on Change.org and via in-app notifications on the Trainline app. The company is inviting other rail retailers and passenger groups to join the campaign to make simple and fair.
Trainline CEO Jody Ford said: "The railway wins public trust when it treats passengers fairly. Six minutes of form-filling after a delayed train is unacceptable. With years of innovation and industry cooperation, we’ve made huge progress in simplifying ticket buying, but compensation must be just as easy when journeys are disrupted. Passengers want rail reform that focuses on what matters to them, and ‘1-click’ Delay Repay is a practical change the industry and government can do together.”
*ENDS*
Notes to Editors:
For media enquiries, please contact: press@thetrainline.com, trainlinecomms@hanovercomms.com.
To sign the petition, click here
1 Unclaimed Delay Repay compensation is an estimate based on aggregated Trainline passenger delay data, conversion of Trainline journey share to total industry passenger estimates, and median compensation values. Estimated total amount of compensation due is approx £224m in FY 2023-24, which is compared against the Office of Rail and Road’s published total compensation claimed (£138m in FY 2023–24). Figures are indicative only and rely on assumptions and proxies. Trainline does not guarantee the accuracy or completeness of this estimate, which is provided for informational purposes only.
About the research
Survey conducted by YouGov on behalf of Trainline. Nationally representative UK adults with 2000 respondents, research conducted between 7th - 18th December 2025.
About Trainline
Trainline is the leading independent rail and coach travel platform selling rail and coach tickets to millions of travellers worldwide. Via our highly rated website and mobile app, people can seamlessly search, book and manage their journeys all in one place. We bring together millions of routes, fares and journey times from 270 rail and coach carriers across more than 40 countries. We help our customers find the best value fares for their journey and smart, real time travel information on the go. Our aim is to make rail and coach travel easier and more accessible, encouraging people to make more environmentally sustainable travel choices.