Research and analysis

Rail delays and compensation 2023

Views of rail passengers on rail compensation schemes from research conducted in March 2023.

From:
Department for Transport
Published
16 November 2023

Applies to England, Scotland and Wales

Documents

Rail delays and compensation 2023 – full report

PDF, 892 KB, 51 pages

This file may not be suitable for users of assistive technology.

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email [email protected]. Please tell us what format you need. It will help us if you say what assistive technology you use.

Rail delays and compensation 2023 – technical report

PDF, 897 KB, 40 pages

This file may not be suitable for users of assistive technology.

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email [email protected]. Please tell us what format you need. It will help us if you say what assistive technology you use.

Details

This report contains findings from the fourth wave of research with passengers on rail compensation schemes, conducted in March 2023. Previous research on this topic was conducted in 2016, 2018 and 2020.

The report covers:

  • the proportion of rail passengers that claim compensation when they are eligibly delayed
  • rail passengers’ awareness of their eligibility to claim compensation
  • rail passengers’ experience when claiming compensation
  • the reasons why some passengers choose not to claim compensation

Data was collected from members of online research panels using a quantitative survey.

In total, 10,028 rail passengers were surveyed, of whom 4,744 had experienced an eligible delay and were asked a series of questions.

Of the passengers who did not experience an eligible delay, 788 were asked questions on general attitudes to claiming compensation.

Updates to this page

Published 16 November 2023

Sign up for emails or print this page

Related content