Rail passengers

By Justin McCracken.

By Siobhán Carty, PR18 team, Office of Rail and Road (ORR).

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

By Chris Hemsley, Deputy Director of Railway Markets and Economics, ORR.

Rail passengers and freight customers need a safe, reliable and efficient railway. Our role is to support the rail industry to deliver this and to ensure that every pound of the public’s money is well spent.

Great Britain’s railway is safer than it has ever been before.

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.

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.