Compensation and complaints

Call for evidence on passenger compensation

15 January 2016
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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 29 March 2024

21 December 2015
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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 29 March 2024

2 November 2015
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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

Passenger experience report

2 April 2014
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A summary of the passengers’ experience of planning journeys, choosing rail, buying tickets and using its services drawing on new research into passengers’ decisions, past research into buying and travel habits.