By Salma El-Sakka
Avanti West Coast paid more than £20m in “delay repay” compensation to passengers over three months this summer, pushing the intercity operator’s total refund bill for the 2025-26 financial year above £50m and on track to exceed £70m for the current year.
Rising compensation across the network
Official figures show total passenger compensation for delays across Britain’s railway reached £150m in 2024-25, an 8% increase on the previous year. Avanti accounted for about 27% of that total, or £40.5m. The surge reflects fare inflation, greater passenger awareness of compensation rights, and increased automation of claims, with some operators now proactively repaying delayed travellers.
Avanti’s performance and contributing factors
Fewer than half of Avanti trains ran on time in July, with passengers delayed by an average of 19 minutes, according to the Office of Rail and Road. The peak payout period also included a multi-hour disruption caused by a herd of cows on the tracks. Avanti says it was directly responsible for only 23% of delays between May and August, attributing the majority to Network Rail, other operators, and external factors such as trespassers.
Other operators’ payouts
Great Western Railway paid £29.7m in delay repay last year, while London North Eastern Railway paid £28m. Long-distance operators typically pay the largest sums because higher fares and longer journeys more often reach the 60-minute threshold for full refunds. Avanti and GWR are unusual in compensating delays as short as 15 minutes.
Claims surge and faster resolution
Passengers filed 9.1m compensation claims across Great Britain in 2026, up nearly 10% year on year, with 80% approved. Most operators now resolve over 99% of claims within 20 days, according to the rail regulator.
Industry response and future changes
A Department for Transport spokesperson said the government is tackling root causes of disruption and will make claiming compensation quicker and easier under the planned Great British Railways body, which will also take Avanti into public ownership next year.
