Annual rail consumer reports
11 July 2025
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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
8 July 2025
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Passenger train and station operators have information obligations in their licences.
Rail regulator calls for better information on board rail replacement bus services entering disrupted festive period
18 December 2024
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The Office of Rail and Road believes good progress has been made over the past year in the quality of information provided about planned rail replacement bus services, but concerns remain with the passenger experience during the actual journey.
Stranded trains report shows need for greater focus on passenger welfare
1 August 2024
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Rail industry plans for dealing with stranded trains require greater focus on the safety, welfare and customer experience of the passengers involved, including those with disabilities and additional needs, say the Office of Rail and Road and Transport Focus.
Regulator calls for improvements in passenger information for rail replacement buses
30 November 2023
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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
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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
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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
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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
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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
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Passengers attempting to access timetable information and book tickets for Avanti West Coast services have faced frustrating and enduring problems in recent months.