The licence condition requires train companies to comply with a new Delay Compensation Code of Practice which provides passengers with clear information about their entitlements to compensation both before and during their journey. Train companies will also have to improve the way they process claims for compensation as a result of train delays, and publish data on how well they are meeting these obligations. From April 2022:A simplified claims process must be in place to make it easy for passengers to submit claims for delay compensation.
(Permalink) Delay Compensation Code of Practice ORR