Trainline has announced the launch of its Fair Play on Delay Repay campaign, which calls on the Government to reform Delay Repay rules and streamline access to compensation for their delayed and or cancelled services.

The ticket seller has created the new campaign in response to the existing Delay Repay claims process, which it has referred to as ‘bureaucratic and inconsistent’ and stated that it ‘frustrates travellers ‘and ‘prevents independent ticket retailers from offering ‘1-click’ Delay Repay’.

The new campaign urges the government to consider allowing independent ticket retailers and websites to utilise a 1-click claim process

© Canva

Trainline has stated that whilst the technology for a 1-click Delay Repay claim system exists, access to its use is denied to customers of independent ticket retailers, leading to customers being required to navigate what it refers to as a ‘more complicated manual claims process’.

Trainline CEO Jody Ford said:

The railway wins public trust when it treats passengers fairly. Six minutes of form-filling after a delayed train is unacceptable. 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.

Passengers want rail reform that focuses on what matters to them, and ‘1-click’ Delay Repay is a practical change the industry and government can do together.

Statistics from the Department for Transport show that roughly 26% of all UK rail passengers buy their tickets from independent ticket apps and websites, and data from YouGov shows that nearly a third (29%) of rail passengers say they have failed to claim compensation for delayed journeys in 2025.

Trainline argues that the findings point to a system that prevents people from claiming by ‘putting them off’, with 43% of claimants describing the process as frustrating and time-consuming, while 58% say their most recent claim took six minutes or more to complete. More than half of regular travellers have stated that they have missed out on compensation they believe they were entitled to.

The same survey asked if participants would support the implementation of a 1-click claim process, with 85% being in favour. As a result, Trainline has launched a new petition on Change which calls on the government to allow independent ticket retailers to utilise the technology.

Anthony Smith, Chair of Independent Rail Retailers and former Chief Executive of independent watchdog Transport Focus, said:

As the railway reforms take shape, it’s vital that passengers see change where it matters most to them.

Allowing independent retailers to offer ‘1-click’ Delay Repay is a simple, deliverable reform that would make compensation easier to access and ensure passengers aren’t penalised for where they chose to buy their ticket.

Tags

source= https://railway-news.com/trainline-calls-for-delay-repay-reform-in-new-campaign/