New research has uncovered a significant gap in the UK's rail compensation system, with passengers reportedly missing out on more than £80 million each year in unclaimed refunds for delayed and cancelled journeys. The issue centres on what campaigners describe as an 'unacceptable' and overly complicated claims process that disproportionately affects those who purchase tickets through third-party retailers.
The £80 Million Compensation Gap
Online ticket retailer Trainline has released findings from a YouGov survey of 2,000 UK adults, conducted in December 2025, which paints a stark picture of the current situation. The data indicates that a substantial 29% of train passengers failed to claim compensation they were entitled to over the past year. For those who did navigate the system, the experience was often frustrating: 58% reported the process took at least six minutes, while 43% labelled it as both time-consuming and aggravating.
A Two-Tier System for Claims
The core of the problem lies in a disparity between how claims are handled. Passengers who buy tickets directly through a train company's own website or mobile application frequently benefit from a streamlined 'one-click' delay repay service when services are disrupted. However, this convenience is not universally available. Approximately one in four rail users who purchase their tickets through independent retailers, like Trainline, are excluded from this automated system and are forced to complete manual claim forms instead.
Jody Ford, Chief Executive of Trainline, has been vocal in his criticism of the status quo. "Six minutes of form-filling after a delayed train is unacceptable," he stated. "With years of innovation and industry cooperation, we've made huge progress in simplifying ticket buying, but compensation must be just as easy when journeys are disrupted."
Campaign for Change and Industry Response
In response to these findings, Trainline has launched a formal petition urging the Government to mandate that all online ticket buyers, regardless of their point of purchase, be granted access to the simple one-click compensation claims. Ford argues this is a key part of necessary rail reform, saying, "Passengers want rail reform that focuses on what matters to them and ‘one-click’ delay repay is a practical change the industry and Government can do together."
This call for simplification has found support from passenger advocacy groups. Ben Plowden, Chief Executive of the Campaign for Better Transport, emphasised that making compensation easy and consistent is crucial for restoring public trust. "Making compensation easy and consistent would help rebuild confidence in the railway and show passengers that their time and money are valued," he commented.
Government Reforms and Future Promises
The Government has acknowledged ongoing issues within the rail network and is currently implementing a series of reforms. A spokesperson for the Department for Transport outlined their position: "We are overhauling our railways and building back public trust so that passengers can rely on trains that run on time. However, where there are delays, millions of passengers do successfully receive delay repay, with most publicly owned operators offering a one-click service."
The spokesperson also pointed to broader modernisation efforts, noting, "Our reforms are also making ticketing simpler throughout your journey - from rolling out more contactless tech at stations and trialling pay-as-you-go fares to making it simpler to claim delay repay, including through our upcoming GBR app."
Trainline contends that enabling universal one-click compensation is a vital step to ensure all passengers receive money owed to them quickly and fairly, closing the £80 million gap and creating a more equitable system for every traveller.
