Consumer

The Office of Rail and Road (ORR) has made it mandatory for all rail operators to assess redress claims from passengers whose booked assistance failed, on a case-by-case basis. The change is detailed in an update to the regulator’s Accessible Travel Policy (ATP) Guidance.

• Industry must retain a relentless focus on safety throughout rail reform. • Financial constraints on Network Rail require careful management in the coming years. • Network Rail is taking action where train performance needs to improve. Passenger train punctuality is largely stable, but cancellations have reached record highs, with train operator cancellations the dominant factor.