Trainline, the London-listed ticketing application, has initiated a significant campaign pressing the government to overhaul the delay repay compensation system. This move comes in response to revelations that rail passengers are forfeiting an estimated £80 million each year in unclaimed compensation for disrupted journeys.
The Scale of the Compensation Shortfall
Recent data highlights a troubling trend within the UK's rail network. Throughout 2025, close to one third of all rail travellers reported failing to submit compensation claims for delayed services. Among regular commuters, the situation appears even more acute, with over half missing out on the refunds they are entitled to receive. Trainline argues that this widespread failure to claim not only represents a substantial financial loss for consumers but also erodes public confidence in the railway system as a whole.
Barriers in the Current System
The existing claims process is described as both bureaucratic and inconsistent, creating significant frustration for passengers. This complexity actively prevents independent ticket retailers, including Trainline, from implementing streamlined 'one-click' delay repay solutions. Despite the technology being readily available to facilitate such effortless claims, customers are currently denied this convenience.
Passengers are instead compelled to navigate a manual and often cumbersome procedure. This typically involves setting up a dedicated delay repay account with a specific train operating company, adhering to strict submission deadlines, and gathering documentation that can be difficult to verify. According to the Department for Transport, approximately 26 percent of UK rail passengers purchase their tickets through independent apps and websites, meaning a sizable portion of the travelling public faces these hurdles.
Launch of the 'Fair Play on Delay Repay' Campaign
In direct response to these systemic issues, Trainline has unveiled its 'Fair Play on Delay Repay' campaign. The initiative calls upon the government to reform the existing regulations and establish equitable access to compensation for all passengers, regardless of where they purchase their ticket. The campaign has reportedly garnered strong public support, with nearly 90 percent of surveyed respondents backing a change to the current framework.
Trainline is now urging other independent retailers and passenger advocacy groups to join the effort, aiming to build a coalition powerful enough to influence policy. The company's Chief Executive, Jody Ford, has been vocal in his criticism of the status quo. "The railway wins public trust when it treats passengers fairly," Ford stated. "Six minutes of form-filling after a delayed train is unacceptable."
A Call for Practical Reform
Ford emphasised that while the industry has made considerable strides in simplifying the ticket purchasing experience through innovation and cooperation, the compensation process has not kept pace. "We've made huge progress in simplifying ticket buying, but compensation must be just as easy when journeys are disrupted," he remarked. "Passengers want rail reform that focuses on what matters to them."
He characterised the proposed changes to the delay repay system as a "practical change" that represents an opportunity for collaborative action between the rail industry and government. The campaign positions simpler compensation not just as a customer service improvement, but as a fundamental component of rebuilding passenger trust and delivering a more user-focused railway network.
