Delay Compensation Continuous Improvement Report 2025 / 2026

1. Overview

This report sets out the actions taken by Grand Central to improve passenger experience across complaints handling and delay compensation during 2025–2026. Our focus this year has been on demonstrating measurable impact, improving customer understanding, and ensuring accessibility for all passengers.

2. Headline Performance and Outcomes

Complaints (Condition 6) 

• Total complaints: 2,527 (2024–25: 1,704) 
• Closed within 20 working days: 92.61% (2024–25: 97.86%) 
• Average response time: 9.48 days (2024–25: 4.72 days) 
• Average backlog: 88 open cases (2024–25: 0) 

The increase in complaint volumes and case complexity created pressure on team capacity during the reporting period, which impacted response times and closure performance. To mitigate this, structured triage and queue management controls were implemented, alongside a permanent increase in resource. These actions are expected to stabilise performance and improve response times in the following period. 

Delay Compensation (Condition 29) 

• Claims submitted: 20,147 (2024–25: 21,653) 
• Average time to close: 5.51 days (2024–25: 2.71 days) 
• Closed within SLA: 98.62% (2024–25: 99.43%) 

3. Understanding Passenger Experience

3.1 Complaints Process 

Primary complaint themes: 
• Punctuality/reliability – 29.74% 
• Facilities on board – 20.89% 
• Upkeep and repair – 7.35% 
• Claim rejected – 7.14% 
• Capacity/crowding – 6.11% 

Actions included simplifying response templates and improving consistency of customer communications, reducing repeat contact and improving clarity for customers.

3.2 Accessibility and Disabled Passengers 

Accessibility was assessed using Passenger Assist tagging and thematic identification of accessibility-related complaints. Approximately 38% of identified cases were closed within 20 working days. Improvements focus on better identification and enhanced monitoring going forward. 

4. Delay Compensation – Customer Experience and Impact 

4.1 Claim Outcomes and Customer Friction 

Key drivers of rejection: 
• Missing journey information – 26.2% 
• Delay under 60 minutes – 20.6% 
• Rejection upheld – 19.4% 
• Missing ticket information – 13.4% 

4.2 Appeals and Rework 

Appeal drivers include disputes over delay length, duplicate claims, liability, and incorrect ticket details, indicating customer misunderstanding and process complexity. 

4.3 Improvement Actions and Impact 

• Simplified customer-facing wording 
• Reduced complexity in information requests 
• Improved guidance for claim submission 

These actions increased clarity and reduced avoidable rework and appeals. Success will continue to be measured through increases in first-time successful claims, reductions in avoidable rejections, and reduced customer contact relating to claim queries.

4.4 Approval Rate Trends 

Approval rates improved mid-period before declining, showing the need for sustained and consistent implementation of improvements. 

4.5 Accessibility and Awareness of Delay Compensation 

Channel usage: 
• Webform – 89.84% 
• Other TOCs – 8.02% 
• Email – 1.38% 
• Other channels – <1% 

5. Response to ORR Feedback 

Improved impact analysis, use of rejection data, and enhanced focus on accessibility and customer experience. 

6. Next Steps (2026–27) 

• Increase first-time claim success 
• Reduce avoidable rejections 
• Improve accessibility identification 
• Strengthen complaints experience measurement 
• Ensure consistent improvement delivery