Delay repay compensation volume jumps 55% in a year

[Snow1964]

New figures released by ORR today

https://dataportal.orr.gov.uk/media/52abf1ay/delay-compensation-claims-factsheet-2026-27-rail-periods-01-04.pdf

Covers 1st April - 25 July 2026 (4 rail periods of 4 weeks)

15 October 2026
In rail periods 1 to 4 there were 3.8 million delay compensation claims closed by train operators, up 55% on the number in the same rail periods in the previous year.

In the latest rail periods, the number of trains cancelled (either in full or in part) increased by a third. The number of stations stops arrived at more than 15 minutes late increased by 39%.

Figure 1.1 has claims by Operator, with Avanti top at 724,352 claims, Merseyrail were best with just 731 claims

Figure 2.1 shows most operators had 99.9-100% processed in time, but Scotrail was pathetically slow 75.7% within target time

Figure 3.1 has approval rates by Operator, 100% for Caledonian sleeper, but a whopping 57% not approved on Elizabeth line

Looks like the (part) nationalised railway, is worse than when more was private

 

[The exile]

New figures released by ORR today

https://dataportal.orr.gov.uk/media/52abf1ay/delay-compensation-claims-factsheet-2026-27-rail-periods-01-04.pdf

Covers 1st April - 25 July 2026 (4 rail periods of 4 weeks)



Figure 1.1 has claims by Operator, with Avanti top at 724,352 claims, Merseyrail were best with just 731 claims

Figure 2.1 shows most operators had 99.9-100% processed in time, but Scotrail was pathetically slow 75.7% within target time

Figure 3.1 has approval rates by Operator, 100% for Caledonian sleeper, but a whopping 57% not approved on Elizabeth line

Looks like the (part) nationalised railway, is worse than when more was private

Should not be forgotten that it has been getting easier to make DR claims (particularly repeat ones).

 

[A S Leib]

Is there a possibility that AI has made it easier or more desirable to make claims and appeals?

 

[AlterEgo]

Is there a possibility that AI has made it easier or more desirable to make claims and appeals?

In what way?

 

[Bletchleyite]

With regard to Merseyrail, they don't do Delay Repay, but rather charter compensation on the old model. Coupled with the typically very low amount you receive due to the low fares, it's probably barely worth it for most and doesn't reflect the quality of the service, which isn't as good as it was pre-777 due to the things failing so often.

 

[WillC]

Was wondering about DR, and whether there would be any sense in removing delays where the railway is not at fault, e.g. trespassers, suicides, health emergencies on the train etc - as opposed to mechanical faults, missing drivers, signalling issues etc where one can argue they 'should have done better'. Or would this be just much to complicated? I got half my London - Leeds Anytime Single back on Monday after trespassers messed thing up near Stevenage, which is nice but... I was thinking I've had some pretty dreadful services from other providers (broadband, electricity suppliers etc) in the past who were much less interested in compensating me. LNER DR is tax payers' money at the end of the day.

 

[Bletchleyite]

Was wondering about DR, and whether there would be any sense in removing delays where the railway is not at fault, e.g. trespassers, suicides, health emergencies on the train etc - as opposed to mechanical faults, missing drivers, signalling issues etc where one can argue they 'should have done better'. Or would this be just much to complicated?

It was complex, yes. Simpler is cheaper to administer.

 

[Belperpete]

I suspect that the disruption to services this summer due to the unprecedented hot weather, and the delays to services on the Brighton mainline in particular, may have a lot to do with the spike in numbers.

I am also very suspicious about the number processed in time. I have had quite a few where I have received a spurious rejection just before the deadline. Things like "we have been unable to find an itinerary for your journey", including cases where the DR site has even suggested the itinerary without me having to enter it! I suspect that some TOCs or their staff are just rejecting claims without proper consideration in order to clear the backlog.

 

[Iskra]

I suspect that the disruption to services this summer due to the unprecedented hot weather, and the delays to services on the Brighton mainline in particular, may have a lot to do with the spike in numbers.

I am also very suspicious about the number processed in time. I have had quite a few where I have received a spurious rejection just before the deadline. Things like "we have been unable to find an itinerary for your journey", including cases where the DR site has even suggested the itinerary without me having to enter it! I suspect that some TOCs or their staff are just rejecting claims without proper consideration in order to clear the backlog.

Manchester ROC going down probably had a large impact too.

 

[Oxfordblues]

I once arrived at Emeryville on the California Zephyr which was 8 hours 37 minutes late. There was no apology and certainly no delay repay. So perhaps we should be grateful for small mercies here in the UK!

 

[mmh]

Manchester ROC going down probably had a large impact too.

That was outside the period covered by this report.

 

[Iskra]

That was outside the period covered by this report.

Just realised that, apologies.

 

[Bill57p9]

My family & I used 8 in 15 day Devon & Cornwall Rovers in early July. 6 claims each (5 successful, one GWR keep claiming we were on a different train so still arguing on principle).
They were all handled very slowly and their comms around the rejection have been really poor.

 

[Djgr]

It was complex, yes. Simpler is cheaper to administer.

Easier for the railway to make an allowance for uncontrollables within the fares they charge. As far as the passenger is concerned cause is completely irrelevant.

== Doublepost prevention - post automatically merged: Today at 11:45 ==

With regard to Merseyrail, they don't do Delay Repay, but rather charter compensation on the old model. Coupled with the typically very low amount you receive due to the low fares, it's probably barely worth it for most and doesn't reflect the quality of the service, which isn't as good as it was pre-777 due to the things failing so often.

although they do appear to meeting their overall Passenger Charter performance

 

[The exile]

Was wondering about DR, and whether there would be any sense in removing delays where the railway is not at fault, e.g. trespassers, suicides, health emergencies on the train etc - as opposed to mechanical faults, missing drivers, signalling issues etc where one can argue they 'should have done better'.

Thing with that is that, although the initial issue may have nothing to do with the railway - much of the subsequent delay might.

 

[Haywain]

I suspect that the disruption to services this summer due to the unprecedented hot weather, and the delays to services on the Brighton mainline in particular, may have a lot to do with the spike in numbers.

Add to the hot weather incidents at Bedford and Lewes, amongst others.

 

[45Fox]

Was wondering about DR, and whether there would be any sense in removing delays where the railway is not at fault, e.g. trespassers, suicides, health emergencies on the train etc - as opposed to mechanical faults, missing drivers, signalling issues etc where one can argue they 'should have done better'. Or would this be just much to complicated? I got half my London - Leeds Anytime Single back on Monday after trespassers messed thing up near Stevenage, which is nice but... I was thinking I've had some pretty dreadful services from other providers (broadband, electricity suppliers etc) in the past who were much less interested in compensating me. LNER DR is tax payers' money at the end of the day.

Whether delays (and cancellations) are due to the workings/failings of the railway system or external factors are, in all reality, of very little consequence to the fare paying passengers who have paid their money for a service to get them somewhere for a certain time and are then heavily delayed (or can't get there at all).

I genuinely believe that the idea of somehow applying the railway's internal delay attribution (blame attribution might be a more accurate name) system to Delay Repay for customers is a total non-starter.

 

[JamieL]

I think the argument about tax payers money is quite compelling. Is Delay Repay really justified? If so, does it need to be as generous as it is? if you drive and are extensively delayed due to road closures or road works, there is no compensation despite having paid road and fuel tax for the privilege. If you fly then you might get compensation if severely delayed and it was the airline's fault. It strikes me there may be better ways to spend public money than handouts for minor delays.

 

[Haywain]

blame attribution

Aren't they the same thing?

 

[devon_belle]

I've noticed a rise in the guards (and even drivers on DOO) telling us over the tannoy to claim delay repay when we hit 15 mins late.

 

[45Fox]

Aren't they the same thing?

Absolutely.

'Delay Attribution' is a more palateable term but, as you quite rightly say, they're the same thing.

 

[Haywain]

Absolutely.

'Delay Attribution' is a more palateable term but, as you quite rightly say, they're the same thing.

Actually, I mean that blame and attribution are the same thing. Delay attribution or delay blame, but either way the delay is the thing that is being dicussed.

 

[Recessio]

Is there a possibility that AI has made it easier or more desirable to make claims and appeals?

You'd hope it would also make it quicker for the TOC to respond, yet here we are

== Doublepost prevention - post automatically merged: Today at 13:24 ==

I've noticed a rise in the guards (and even drivers on DOO) telling us over the tannoy to claim delay repay when we hit 15 mins late.

There's a metro guard on SWR who always does this - and always does quite nice personalised announcements including the tube status, upcoming closures or engineering works too.

 

[45Fox]

Actually, I mean that blame and attribution are the same thing. Delay attribution or delay blame, but either way the delay is the thing that is being dicussed.

You're absolutely right.

Got my terminology slightly cross-wobbled there!

Hopefully, going into the future of the railway under GBR, the whole damn thing will become redundant.

 

[Haywain]

Hopefully, going into the future of the passenger railway under GBR, the whole damn thing will become redundant.

You think it's a bad thing to understand why delays happen?

 

[Torfaen]

Thing with that is that, although the initial issue may have nothing to do with the railway - much of the subsequent delay might.

Indeed - and it is the original delay reason that persists, and often gets used as the "excuse" for totally unrelated disruption.
I once put in a delay repay claim to TfW because their service was cancelled. However, they initially said it was for GWR to settle because their service, that connected into the TfW one, was 6 minutes late so I would notionally have missed the connection had the TfW service actually run! On appeal, TfW did pay up.

 

[ThrowAway10101]

I've had some delays with LNWR but the tickets were £10 and the delay only 15-30 minutes so it wasn't worth chasing.

 

[45Fox]

You think it's a bad thing to understand why delays happen?

Not at all, I well remember the teleconferences/meetings held in BR days to understand how & why delays occurred and what lessons could be learnt & applied to prevent them reoccurring; a return to a system based on this, with the added benefits of using modern/current tech to facilitate this, would be nothing but a good thing.

I do take issue with the current system of apportioning blame based pretty much on who is going to pay who, none of which utimately benefits passengers (freight customers too).

 

[WelshBluebird]

Just to reiterate something thats in the first post

The number of stations stops arrived at more than 15 minutes late increased by 39%.

So the vast majority of the increase is an increase in delays. Not more people claiming. But more delays.

 

[devon_belle]

I've had some delays with LNWR but the tickets were £10 and the delay only 15-30 minutes so it wasn't worth chasing.

I commute, so I'll submit a delay repay for 15 minutes. Few weeks later £1.60 turns up in my paypal!