Compensation and complaints

Rail compensation

20 December 2016
Body
When passengers are delayed beyond a certain length of time they become entitled to claim compensation, regardless of whether the company they are travelling with is responsible for the delay they have experienced.

ORR acts to help rail passengers get compensation for train delays

Content archived on 28 March 2023

30 March 2016
Body
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.

Super-complaint update

Content archived on 28 March 2023

17 February 2016
Body
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.

Call for evidence on passenger compensation

15 January 2016
Body
The purpose of this letter was to invite interested parties to submit evidence that may support ORR’s enquiries into the issues raised in the super-complaint made by Which? regarding rail passenger compensation.

ORR statement in response to Which? passenger compensation super-complaint

Content archived on 28 March 2023

21 December 2015
Body
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.

Why the rail industry should see passenger complaints as a good thing

Content archived on 28 March 2023

2 November 2015
Body
At the Office of Road and Rail (ORR), we've been reviewing how train and station operators handle passenger complaints. Passengers should be at the heart of the railway, and central to this, they now play an increasingly important role in the operation of the railway; both by contributing to a growing share of its running costs but also providing valuable feedback to ensure services better meet