Question to the Department for Transport:

To ask Her Majesty’s Government what proposals they have made to, or discussed with, train operating companies to simplify procedures for passengers to claim compensation for delays and cancellations.

The Rail Delivery Group (RDG) is leading the industry’s response to the Office of Rail and Road’s recommendations following the Which? super-complaint, and we are discussing this with them as they lead efforts to raise standards.

Actions already taken by the RDG include:

• the launch of a coordinated rail industry communications campaign to raise customer awareness of their right to and how to claim compensation; and

• an update to the National Rail Enquiries website to direct customers from the front page to full details about compensation and links to claim forms and specific information for every train company

The Department for Transport requires bidders for new franchises to put forward proposals to make the compensation process swift and simple.