Rail passengers lose at least 3.6 million hours to delays

According to our latest analysis of the rail regulator’s train delay, nearly 3.6 million hours were lost to significantly delayed journeys in just one year.

This lost time adds up to over 410 years, and that doesn’t even include delays of less than 30 minutes or over 2 hours.

These delays affected more than seven million of passenger journeys last year. Virgin Trains East Coast was the train company with the highest percentage of significant delays, with almost 4% (3.7%) of all their passenger journeys delayed for 30 minutes or more affecting nearly 800,000 passenger journeys. It was followed by Virgin Trains West Coast (1.95%) and Grand Central (1.1%).

The train company with the lowest percentage of significant delays was c2c (0.16%), but even in this case, thousands of individual passengers’ journeys were still affected.

Under Delay Repay, which most operators have now signed up to, compensation should be paid for delays of 30 minutes or more. However, despite the high number of delays,our research shows there are still real issues in passengers receiving this money.

Our Managing Director of Public Markets, Alex Hayman, said:

‘Passengers have told us about the serious impact train delays can have on their lives, and our analysis shows just how long passengers were stuck on, or waiting for, trains that were very late or didn’t even turn up at all. This is made even more infuriating when they struggle to claim the compensation they may be owed.

‘The progress to date is simply not good enough. If train companies can’t simplify unnecessarily complex claims systems for delayed customers, then Government must press for automatic compensation to be introduced across the industry so that people can get the money they are owed.’