Virgin has become the first train company to automatically compensate some passengers if they are delayed. From Saturday 3 October, travellers using its services on the West Coast mainline - and who book their tickets via the company app or website - will receive automatic repayments. The government urged other train operators to follow suit.

The idea follows the announcement that delayed passengers now have the right to compensation in cash. Until this summer, all compensation was paid in vouchers."Our plan is to make sure passengers across the country benefit from schemes like this, and we are encouraging other operators to roll out similar schemes nationwide," said Transport Secretary Patrick McLoughlin.

Reluctance to claim

Virgin train passengers who are delayed will receive compensation back on to the card they used for the purchase.
But they will only be able to get compensation if:

  • They use Virgin's West Coast Mainline. The scheme may later be extended to include Virgin's East Coast service.
  • They book through the company website, or via the app
  • They purchase an advance ticket for a specified train
  • Virgin is confident that a delay of at least 30 minutes has occurred. Journeys across multiple operators will not be eligible.
  • Passengers were not told about delays before they bought a ticket


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