We are creating a Retail Code of Practice that will apply to GBR in its future role managing market-wide retail systems while also operating as an online ticket retailer. This new framework will support the Government’s objective of ensuring a fair and open online ticket retailing market.
Government policy is to establish GBR as an integrated railway body while maintaining a fair and open online retail market that gives confidence to retailers and delivers good outcomes for passengers and taxpayers. GBR will launch its own online ticketing website and app, replacing the 14 existing train operating company websites and apps. Third party ticket retailers will continue to sell train tickets for GBR services, and those of devolved and open access operators, as they do now.
In the context of the online ticket retail market, changes under the rail transformation programme mean that GBR, as the largest passenger services operator, will run passenger railway services, set the customer offer for most services in Great Britian, and sell tickets - both online and in person. It will also exercise market-wide retail functions relied upon by all retailers (including GBR itself) to participate in the market.
In March 2026 the Secretary of State wrote to ORR asking us to prepare a Retail Code of Practice, applicable to GBR, within this policy framework.
GBR’s railway licence is expected to include a condition requiring it to comply with the Retail Code of Practice.
The Retail Code of Practice is intended to provide a proportionate means of addressing the potential risks arising from GBR's role managing market-wide retail functions while also operating as an online ticket retailer.
The Retail Code is a supplement to, not a replacement of, existing legislation, competition law, retail licensing, accreditation, contractual arrangements and public-law obligations.
On 9 October 2026 we published our consultation document alongside the draft Retail Code of Practice. The consultation closes on 11 Dec 2026.