Consumer

Passengers whose rail journeys are delayed now have an improved process for claiming compensation from today, 1 April 2022.

The Office of Rail and Road (ORR) has today called on train ticket retailers to reflect the actual costs incurred when charging administration fees on train ticket refunds. Although the current cap on admin fees is set at £10, ORR has found that on average the actual costs of processing refunds amount to less than £5.

Simpler ways for passengers to claim compensation for train delays have come a step closer. The Office of Rail and Road (ORR) has now finalised a new licence condition on train companies which they must comply with by next April.

On our 9th episode, we’re taking another look at accessibility on Britain's railway.

We have challenged and worked with the rail industry to deliver a step change in customer satisfaction with information provision specifically through greater industry wide collaboration.

The Office of Rail and Road’s (ORR) annual rail consumer report shows that it has worked constructively across industry to deliver improvements for passengers, particularly on refund rights and accessibility, despite the challenges of the past year. The regulator also sets out its focus for the coming year on locking in these improvements through monitoring and enforcing adherence to its

An Office of Rail and Road (ORR) passenger impact review, published today, shows that train operators affected by the cracks found in a component on the Hitachi 800 trains were still able to provide clear and consistent information to passengers during the disruption.