The Department for Transport has announced new rules that will make it easier for rail passengers to claim compensation for delays and disruption.

The simple one-click automated system is available via smartphones and smart card registrations.

This builds upon the work being completed by the government to deliver an improved compensation scheme, including Delay Repay 15 to Northern passengers at the end of the year.

The Department for Transport is working with train operators to better promote awareness of schemes such as Delay Repay.

What did the officials say?

Responding to today’s announcement about government plans to introduce one-click compensation, Jacqueline Starr, managing director for customer experience for the Rail Delivery Group, which represents the railway industry, said:

“While rail companies are working together to improve customer satisfaction, sometimes things go wrong. When they do, we’re doing more to encourage people to claim the compensation they are due – payouts have increased by 80% in the last two years to £81m a year.

“To meet our commitment to improving for customers as part of our long term plan, we are also introducing an independent ombudsman and we would welcome these further changes to franchise agreements to make claiming compensation even easier.”

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