GTR and compensation for delay

The Office Of Rail and Road (ORR) has published its findings from its investigation following the super complaint by Which? magazine.

GTR publicises Delay Repay compensation at stations online, via our app - On-Track –and, when major delays occur, we make both audio and visual announcements at our stations and on our trains.

At key destination stations, our staff also hand out leaflets advising people how to claim. To make it easier to claim we have simplified the online form. Season ticket holders need only upload the image of their ticket once to make it easier should multiple claims need to made - and we're looking at ways to make it simpler still.

Our passengers’ right to money back is well publicised on the home page of our website, where 80% of claims are made, and at stations and on our app, but the best solution is to give passengers compensation automatically. We think this is only fair and will make this possible for anyone using our smartcard next year.

Passengers using our smartcard ‘the key’ – which is set to be upgraded to include many more tickets including a pay-as-you-go Oyster-style variant – will receive a notification that they are entitled to compensation. Once this is confirmed, the sum will be automatically applied to their smartcard account.