Train companies launch money back publicity drive

A nationwide rail industry publicity campaign to boost awareness of how passengers can claim money back for delayed train journeys has been launched.

The campaign, spearheaded by the Rail Delivery Group (RDG) which represents train companies, is designed to make more people aware of the compensation on offer.

Adverts, like the one below, will appear in newspapers up and down the country from today (17 October) and on social media, followed by displays on electronic screens, posters and leaflets at stations.

Jacqueline Starr, RDG Managing Director, Customer Experience, said:

“Train companies are paying out more to delayed passengers, more people are claiming, and we want to make sure that as many more passengers as possible know about their right to money back for delays.

“As well as our new publicity campaign, train companies are doing more to raise awareness of how and when passengers can claim money back including more announcements and claim forms handed out on trains, and more information on social media, email and websites. We’re making it easier to claim too.”

Train companies have different arrangements according to their Passenger’s Charters, but in general passengers are entitled to money back if delayed for 30 minutes.

Passengers due compensation for delayed trains are benefitting from improved rights and new arrangements for getting their money back. Train companies already pay in cash and passengers can now be refunded by the same method they paid to travel if they wish.

Payment options, which will vary between train companies, will be shown when a claim is made.

For more information go to www.nationalrail.co.uk/moneyback.


  • Earlier this year the official rail regulator recommended a “coordinated, national promotional campaign by the train companies to increase passenger awareness of compensation available.”
  • The amount paid to passengers under Passenger’s Charter/Delay Repay has more than doubled in recent years - from £12.6m in 2012/13 to £25.6m in 2014/15.
  • Passenger compensation payments overall went up by 20 per cent in 2014-15 and evidence suggests that there was a 12 per cent increase in customer claims.

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