Consumer law and enforcement

Third party retailers have responded positively to the Office of Rail and Road’s (ORR) report published in December 2023, which showed that some retailers were not sufficiently transparent about the additional fees they charged on their websites and apps during the ticket buying process.

Online ticket retailers have been tasked by the rail regulator to review how they present their fees when customers are buying tickets online, following a review which identified concerns with ‘drip pricing’.