The process for claiming rail refunds must be made 'more passenger-friendly', the regulator has said, after it emerged 80% of passengers do not claim compensation that they are entitled to.

The Office of Rail and Road (ORR) said operators needed to make the claims process easier for passengers by making people aware of their rights and improving the information people received so that they would be more likely to claim.

Reacting to consumer complaints that making claims was too complex the ORR also recommended operators ensured compensation forms were written in "plain English" and staff were given better training to provide information to passengers.

Consumer watchdog Which?, who last year launched a 'super-complaint' in reaction to the complex process of claiming refunds, welcomed the regulator's comments that train companies should be doing more saying the pressure was now on to improve services.

Paul Plummer, chief executive of the Rail Delivery Group insisted that more people are receiving cash payouts for delays but acknowledged that "there is always room for improvement".

Some of the key ORR recommendations for improving rail delay refund process: