Consumer

By Stephanie Tobyn, Deputy Director for Consumers, Office of Rail and Road (ORR).

The Office of Rail and Road (ORR) has today reported for the first time on how the rail industry is meeting its obligations to provide accurate and timely information, help disabled passengers, manage complaints and comply with consumer law.

The Office of Rail and Road (ORR) has looked at how train operators tell their passengers about compensation schemes, and how easy it is for passengers to claim compensation payments for train delays. We met with all train operators and reviewed their claims processes, websites and social media content.

Better information and stronger monitoring of standards are among recommendations called for today by the Office of Rail and Road (ORR) to help rail passengers get more of the compensation they are due from delays.

ORR’s Deputy Director for Consumers, Stephanie Tobyn, is leading ORR’s response to Which?’s super-complaint on rail passenger compensation and gives an update.

The Office of Rail and Road’s response after receiving a super-complaint from Which? requesting a review of rail passenger compensation arrangements and practices within the industry when train services are delayed. Over the next 90 days, we’ll examine and test the evidence to determine whether the complaint requires further action.

Glasgow Central remains the most heavily used station in Scotland, clocking almost 29 million passenger entries and exits last year – an increase of over 1.8m (or 7%) compared to 2013-14, according to latest Estimates of Station Usage data published today by the Office of Rail and Road.

Cardiff Central remains the most-used station in Wales, clocking over 11 million passenger entries and exits last year – an increase of almost 200,000 (or 2%) compared to 2013-14, reveals data published today by the Office of Rail and Road.

London stations continued to be the most heavily used stations in Britain last year reveal latest estimates of station usage data published today by the Office of Rail and Road (ORR).