Fairer compensation for London commuters who have been delayed

What were the issues for passengers?

Passengers using Thameslink, Southern and Southeastern services have suffered continued poor performance since December 2014. They have had to put up with regular delays without getting adequate compensation for the persistent disruption they have had to face.

What did we do?

We continued to highlight the fact that many London commuters were suffering continual delays of 15-20 minutes on journeys scheduled to take 20-25 minutes and stood to receive no compensation. We did this in our quarterly National Rail Performance reports, in correspondence with the DfT and in meetings with Ministers and MPs. We urged operators to bring their compensation arrangements into line with those of TfL services like London Underground, by paying out for delays after 15 minutes and by paying credit directly to Oyster and Contactless payment card users.

What was the outcome?

The main political party manifestos picked up the issue ahead of the 2015 General Election and it now has widespread support. In November 2015’s Autumn statement, the Chancellor announced that the Government would take steps ‘to ensure that rail passengers have access to compensation when trains are over 15 minutes late’. The Government announced in October 2016 that rail passengers suffering from delays of between 15 and 29 minutes will soon be able to benefit from delay repay compensation of 25% of the cost of their fare.