Consumer

ORR urges sweeping reforms on accessibility and compensation

16 July 2019
Assisted travel reforms include improving the reliability of assistance for passengers, a shorter timeframe for booking assistance, and compensation when things go wrong. ORR recommends that train operators must tell passengers of their right to compensation during a journey and settle claims within 20 days.

Passengers' awareness of terms and conditions

26 March 2019
We commissioned quantitative and focus group research to explore passengers’ awareness of terms and conditions, both in general when travelling by train on the national rail network (the National Rail Conditions of Travel - NRCoT) and specific to ticket type and format.

ORR fines GTR £5m for breaking rules on passenger information

14 March 2019
Govia Thameslink Railway (GTR) faces a £5m fine after the Office of Rail and Road (ORR) found that it failed to provide appropriate, accurate and timely information to passengers following the introduction of a new timetable last May.

Inquiry into May 2018 network disruption

14 February 2019
In May 2018, a new timetable was introduced for large parts of the UK’s railway network. This caused major disruption to services for passengers, especially in the North of England and in the South East.

Rail Regulator publishes passenger delay compensation claims data

10 January 2019
Official statistics released for the first time today by the Office of Rail and Road (ORR) show there were around 3 million compensation claims made for rail delays between April and mid-October 2018, of which 84% were approved and 92% were closed within 20 working days.
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