Question to the Department for Transport:

To ask the Secretary of State for Transport, with reference to the Rail delays and compensation 2020, published 21 October 2020, what assessment he has made of the implications for his policies of the conclusion 24% of passengers needed to chase their delay repay claim.

The Department commissions research on Rail Delays and Compensation every two years to measure the success of its passenger compensation policies. The 2020 findings show that overall satisfaction with the claims process has improved since 2018. The proportion of passengers who said they had to chase their Delay Repay claim has reduced by five percentage points, and of those who chased their claim, over half received a decision within two weeks. Overall 94% of passengers surveyed had their claim resolved within the Office for Rail and Road’s target of four weeks, up six percentage points from 2018. We will use the research findings to continue our work with the rail industry to improve compensation claims processes.