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£89.4 million compensation paid to train passengers in England and Wales in 2019/20


The Department for Transport (DfT) has released the compensation paid to passengers by train operating companies (TOCs) in the financial year 2019/2020.

A total of £89.4 million was paid out in England and Wales to recompense passengers for the inconvenience of their trains being delayed. This figure includes claims for delays to journeys for single, return and weekly season tickets, discounts for season tickets valid between one month and one year (where annual performance is below the trigger level) and discretionary refunds of the value of a full or half- day’s travel (‘Void Days/Period’), as well as discretionary compensation payments.

The totals for each TOC, which also include compensation paid out on Delay/Repay from 15 minutes (DR15) for the 12 TOCs that have introduced this scheme, are:

  • Avanti West Coast: £5,070,000
  • C2C: £167,000
  • Chiltern Railways: £515,000
  • CrossCountry: £5,533,000
  • East Midlands Railway: £2,324,000
  • East Midlands Trains: £1,597,000
  • Govia Thameslink Railway: 6,041,000
  • Great Western Railway: £11,325,000
  • Greater Anglia: £4,759,000
  • LNER: £21,807,000
  • Northern Railway: £1,595,000
  • Northern Trains: £108,000
  • South Western Railway: £4,839,000
  • Southeastern: £3,485,000
  • TransPennine Express: £4,148,000
  • Transport for Wales: £1,346,000
  • Virgin Trains West Coast: £10,401,000
  • West Midlands Trains: £4,345,000


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