Passenger information

The Office of Rail and Road ensures train companies provide accurate and timely information, particularly during disruption. They also investigate timetabling issues.

Waterloo retains top spot as Britain’s busiest station

14 January 2020
Figures published today by the Office of Rail and Road (ORR) confirm that Waterloo Station remains in top spot for the total number of passenger entries and exits with an incredible 94.2 million in a year.

Passengers' awareness of terms and conditions

26 March 2019
We commissioned quantitative and focus group research to explore passengers’ awareness of terms and conditions, both in general when travelling by train on the national rail network (the National Rail Conditions of Travel - NRCoT) and specific to ticket type and format.

ORR fines GTR £5m for breaking rules on passenger information

14 March 2019
Govia Thameslink Railway (GTR) faces a £5m fine after the Office of Rail and Road (ORR) found that it failed to provide appropriate, accurate and timely information to passengers following the introduction of a new timetable last May.

National Rail Conditions of Travel

8 March 2018
Passengers will benefit from a greater clarity about their rights when they are delayed, as train companies prepare to change the National Rail Conditions of Travel (NRCoT) on 11 March.
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