New Government plans have been unveiled that aim to simplify the delay repay process, streamlining the overall compensation claim system for delayed trains.
A new system will allow passengers to claim Delay Repay directly from wherever they buy their ticket – removing the current need to go through separate operators.
The Government is seeking to streamline the Delay Repay process
© Canva
Customers will also be able to apply through third party retailers such as Trainline, with the announcement coming as a response to recent recommendations from the Office of Rail and Road’s review into revenue protection practices, which outlines new measures such as making ticket terms and conditions clearer.
Transport Secretary, Heidi Alexander said:
Using the railway will be simpler and more reliable under Great British Railways. When services are delayed, passengers should be able to easily claim the compensation they’re owed.
These necessary changes will ensure people can claim Delay Repay compensation more quickly and the industry can invest taxpayers’ money in the things that really matter for passengers; freezing fares and delivering train and station upgrades, rather than losing out to fare dodgers and fraud.
The Government has also stated that the new, streamlined system will allow for a wider crack down on both fare-dodging and general reclaim fraud, allowing for money to be spent on improvements such as essential network upgrades and maintenance.
Trials for a new scheme later this year will also see additional checks to make sure that Railcards are being properly used. If successful, Railcard users will be required to complete a validation check in a move that is expected to save taxpayers around 20 million GBP a year.
Extensive changes are also being made with regards to refunds. From 1 April 2026, any unused tickets will only be eligible for a refund until 23:59 on the day they become valid for travel – a move that aims to prevent fraud in cases where people ask for their money back despite using their intended service. This is expected to save around 40 million GBP annually.