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Trainline calls for better delay repay after passengers lose out on £80m
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City AM
Trainline calls for better delay repay after passengers lose out on £80mTrainline has launched a campaign for simpler delay repay purchasesLondon listed ticketing app Trainline has launched a new campaign urging the government to improve delay repay compensation after consumers lost out on millions.
Rail passengers are missing out on an estimated £80m in compensation for journeys each year, with the “bureaucratic and inconsistent claims” process being too frustrating for passengers to navigate while preventing independent ticket retailers from offering ‘one-click’ delay repayments.
During 2025, nearly a third of rail passengers reported failing to claim compensation, with regular train passengers being particularly impacted with over half missing compensation, with Trainline arguing the system undermines public trust.
Trainline chief executive, Jody Ford, said: “The railway wins public trust when it treats passengers fairly.
“Passengers want rail reform that focuses on what matters to them.”Ford also noted that changes to the repay system was a “practical change” that the “industry and government can do together”.