Independent Rail Retailers (IRR) welcomes the Government’s plans to simplify the Delay Repay process, making it easier for passengers to claim compensation directly through the channels they use to buy tickets, including third-party retailers. We are particularly pleased that, under Great British Railways, customers using our members’ websites and apps will be able to apply quickly and easily when things go wrong.
IRR has consistently advocated for this reform, including in our recent report highlighting the need for urgent improvements. This is a positive step that will remove unnecessary barriers, improve accessibility, and create a smoother experience for passengers.
We look forward to working with the Government and industry partners to ensure the new process is implemented effectively, delivering real benefits for rail customers.
