Annual rail consumer reports
11 July 2024
Body
Our annual reports focusing on the performance of train operators and Network Rail in the consumer areas we regulate.
Passenger information
Passenger information licence conditions
30 April 2024
Body
Passenger train and station operators have information obligations in their licences.
Regulator calls for improvements in passenger information for rail replacement buses
30 November 2023
Body
The Office of Rail and Road has asked train operators and Network Rail to address the concerns raised in its report, published today, regarding the consistency and usefulness of passenger information of rail replacement services when there are planned engineering works.
Know your rail rights
19 September 2023
Body
A guide for rail passengers on how to get refunds and compensation, how to make a complaint and other information for travellers on Britain's railways.
ORR welcomes improvements in notifications of alterations to pre-booked trains but better explanation of passengers’ options needed
6 September 2023
Body
The Office of Rail and Road has written to train operators saying that ticket retailers need to build on the good progress of automatic notifications, by providing improved clarity for passengers regarding their rights where there are changes to booked trains.
Provision of rail timetable information
10 February 2023
Body
Rail timetable changes take place twice a year, usually in May and December. New timetables must be published 12 weeks in advance.
ORR calls for all train companies to implement automatic passenger information notifications
30 January 2023
Body
The Office of Rail and Road (ORR) has today called for all train companies to implement a system that automatically notifies passengers who have booked tickets online if their trains are cancelled or changed before travel.
Rail regulator calls for improvement after Avanti’s timetable recovery plan stalls
24 January 2023
Body
Passengers attempting to access timetable information and book tickets for Avanti West Coast services have faced frustrating and enduring problems in recent months.
Smarter Information, Smarter Journeys
22 November 2022
Body
Train operators in Great Britain must provide appropriate, accurate and timely information as a licence condition, condition 4 of the Passenger Licence and GB Statement of National Regulatory Provisions.
Passenger Information Improvement Plan
22 November 2022
Body
We have asked that Network Rail, train and station operators work together under the governance structure of the Rail Delivery Group (RDG) Board to publish a Passenger Information Improvement Plan.