Question to the Department for Transport:

To ask Her Majesty's Government what assessment they have made of the reasons for the variation between train operating companies in the percentage of compensation claims from passengers which are rejected; amd what steps they are taking, if any, to ensure a more consistent approach to such compensation claims.

The Department has not collected or made assessments as to the reasons for passenger claims being rejected. The Office of Rail and Road (ORR), as the industry regulator, is responsible for approving and monitoring train operator’s complaint handling procedures under which compensation claims are managed and deciding whether action is necessary.

We are mandating increased use of technology through the introduction of simple and speedy ‘one-click’ automated claims systems, available via smartphones and smartcard registration. This forms part of obligations for future train operators under new franchises.