When your train is delayed, cancelled or held at a seemingly endless red signal, the last thing you want to do is extend the misery by battling with a lengthy delay repay form.
But rail passengers are missing out on £100m each year because they’re not applying for the compensation they’re entitled to, new data suggests.
Just 35% of passengers submitted claims in 2017/2018, according to watchdog Transport Focus, despite punctuality on Britain’s rail network falling to a 13-year low in 2018, with one in seven trains delayed by at least five minutes.
Some people do not claim compensation because they are not aware they are entitled to it, while others believe it is not worth the effort, the report said.
It comes after research by consumer watchdog Which? found train companies demand customers supply up to 24 pieces of information on arduous online forms to claim compensation for delays and cancellations.
However, Transport Focus has urged frustrated commuters to “make their voice heard” by applying for delay compensation every time they are entitled to it.
Most train companies will offer compensation to customers if a planned service is cancelled or delayed, according to National Rail. However, terms and conditions vary depending on the company and the type of ticket you’ve purchased, so you’ll need to check your operator’s website to see what you’re entitled to.
Great Northern and South Western railway both say if you’re delayed by 15 minutes or more, you may be entitled to compensation, for example. Meanwhile, Virgin Trains encourages customers to apply for compensation only if they’ve been delayed for more than 30 minutes.
Transport Focus noted that claim rates are lowest for shorter delays. Just 18% of passengers claim compensation for delays of 15 minutes or more, rising to 39% for disruption lasting at least half an hour.
The watchdog is calling on train companies to make the process quicker and easier for passengers. This includes providing choices about how claims can be made and payments sent, and doing more to promote how and when passengers can claim, such as by making announcements on trains.
It also urged firms to establish more automated compensation schemes.