Overview
- Trainline launched its Fair Play on Delay Repay campaign and a petition calling for rule changes to enable universal one-click claims for online ticket buyers.
- Company estimates suggest about £220m a year is owed to delayed passengers but under £140m is claimed, leaving roughly £80m unclaimed.
- About 26% of passengers buy through independent apps or websites and cannot access operators’ one-click systems, facing more manual claims instead.
- A YouGov survey commissioned by Trainline found 29% did not claim compensation they were due last year, 58% said their last claim took at least six minutes, and 43% described the process as frustrating.
- The Department for Transport says most publicly owned operators already offer one-click and that a GBR app is planned to simplify claims, while ORR recorded 2.1m claims between July and October with about 80% approved; Trainline added eligibility alerts in December but says rules block full one-click.