Understanding rail passengers – delays and compensation

16 July 2013

The National Passenger Survey (NPS) run by Passenger Focus provides a detailed picture of passengers’ journey experiences, but cannot address every topic of interest to the industry.

This series of occasional reports aims to fill some of these gaps in our knowledge through additional analysis or separate ad hoc survey research.

In this report we look at passengers’ experience of delays to their rail travel, whether they claimed compensation and their experience of the claims process, together with awareness of when compensation, or a refund, is generally payable.

The findings in this report should be considered by train operators (and regulators) in reviewing how they make passengers aware of compensation arrangements and how these are implemented.