News
February 25, 2026
Independent Rail Retailers (IRR) has today published a new report calling for urgent reform of the Delay Repay compensation system. It highlights how changes to an outdated and fragmented process could better support passengers in accessing the compensation they are entitled to.
The paper sets out a clear case for allowing independent rail retailers, with passenger authorisation, to submit Delay Repay claims on their behalf, cutting complexity, reducing friction, and bringing compensation into line with how people expect digital services to work today. For passengers, this means fewer forms, fewer websites, and faster access to the money they are owed.
The report builds upon growing pressure for reform, with 25,000 members of the public backing changes to Delay Repay rules in a recent Change.org petition [1], also supported by Campaign for Better Transport.
Despite selling more than £5 billion worth of rail tickets each year and encouraging people to choose to travel by train, independent retailers are currently unable to help passengers claim directly from train companies. As a result, many passengers are forced to navigate multiple websites, identify the correct train operator, manually enter ticket details, and create new accounts; a process that deters many eligible passengers from claiming compensation at all. Over half of passengers surveyed in a recent YouGov poll indicated that it can take over six minutes to complete a compensation form under the current rules [2].
At a critical moment for rail reform, as the Government prepares legislation through the forthcoming Railways Bill, IRR welcomes the opportunity to work collaboratively with the Government to ensure passenger-focused improvements are reflected in the future framework. The paper sets out IRR’s call for parity of access to features and services, such as Delay Repay, to be embedded in the Bill. This would ensure passengers can claim compensation through the organisation that sold them their ticket, whether a train operator, an independent retailer, or, in the near future, Great British Railways. Embedding these principles now would help ensure the future retail market works consistently for passengers and supports industry-wide efforts to grow rail. Without such safeguards, there is a risk that existing inconsistencies and passenger confusion will be locked into the future rail system.
Anthony Smith, Chair of Independent Rail Retailers, said:
“Delay Repay is a key issue that passengers raise with independent retailers. When journeys go wrong, people expect compensation to be simple, fair and automatic, not a confusing obstacle course.
Allowing independent retailers to help passengers claim Delay Repay by submitting claim forms on behalf of the customer is a low-cost, common-sense reform that would immediately improve the passenger experience, reduce fraud, and create a more level playing field across rail retail. It is an obvious quick win for all of us in the industry to come together with the common goal of making rail travel easier. The strength of public support for change shows this is an everyday problem that passengers want fixed.”
Read the full report
Note to editors
[1] The Fair Play on Delay Repay campaign calls for a simpler and fairer compensation system, including allowing retailers to submit claims on passengers’ behalf. The petition, launched in January 2026, has already attracted 25,000 signatures: https://www.change.org/p/make-delay-repay-simpler-and-fairer-for-everyone
[2] Recent YouGov polling found that nearly a third (29%) of rail passengers say they failed to claim compensation they were entitled to for delayed journeys in 2025, leaving an estimated more than £80 million unclaimed. YouGov’s findings point to a system that puts people off claiming: 43% of claimants describe the process as frustrating and time-consuming, while 58% say their most recent claim took six minutes or more to complete.
Independent retailers have reshaped the way passengers buy train tickets, using modern technology and user-friendly platforms to make journey planning, ticket booking, and travel updates easier and more accessible than ever.
Now, more change is on the way. With Great British Railways Retail preparing to enter the rail retail market, questions are emerging about the future of competition, the role of third-party retailers, and the potential impact on passengers and taxpayers.
In the latest issue of RAIL magazine, our Chair, Anthony Smith, reflects on the evolution of rail retail, highlights the value of a competitive market, and underscores the importance of fair and transparent conditions to support innovation and deliver the best outcomes for passengers.
Read more in RAIL magazine.