Ticketing & Fares

Know your rail rights

19 September 2023
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.

Rail regulator’s review could reduce costly ticket refund admin fees

16 February 2022
The Office of Rail and Road (ORR) has today called on train ticket retailers to reflect the actual costs incurred when charging administration fees on train ticket refunds. Although the current cap on admin fees is set at £10, ORR has found that on average the actual costs of processing refunds amount to less than £5.

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.

Ticket machines

28 March 2018
Research into passengers’ experience of buying tickets.

Retail market review conclusions

7 September 2015
ORR’s Retail Market Review focused on who sells tickets, what tickets are sold, where and how tickets are sold, and the ticket format. We considered this from the point of view of the industry rules and practices that govern how all retailers (train operating companies (TOCs) and third party retailers) sell tickets.

How can we make the rail ticket market more innovative and stimulate competition to benefit passengers?

Content archived on 27 June 2025

13 July 2015
3 July 2015 At the Office of Rail and Road (ORR), we've been conducting a review of the rules and regulations governing the way tickets are sold, what tickets are sold and the format tickets are provided in (eg orange credit card-sized paper ticket or smart card). We want to know whether these regulations are getting in the way of passengers benefitting from better service and more innovation
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