Consumer

The Office of Rail and Road’s report, published today, finds some disabled passengers have experienced accessibility difficulties with the rail complaints process. There is also a lack of awareness of how to seek redress for booked assistance failures.

New rules will mean that from 2 April the maximum fee that train operators and ticket retailers can charge when an unused rail ticket is refunded will be reduced from £10 to £5.

- Regulator’s report on station lifts finds an average of more than six faults for each passenger lift over a year. - There’s been good progress on real-time information on lift availability, but more needs to be done across industry to make sure that all lifts can automatically report their status. - The Office of Rail and Road (ORR) will take a deeper look at Network Rail’s approach to planning

Third party retailers have responded positively to the Office of Rail and Road’s (ORR) report published in December 2023, which showed that some retailers were not sufficiently transparent about the additional fees they charged on their websites and apps during the ticket buying process.

The Office of Rail and Road has identified several key areas of focus for the industry as it looks to drive improvement in the delivery of passenger assistance for disabled passengers. The conclusions follow audits commissioned by the regulator into how five operators were meeting regulatory requirements related to the delivery of assistance.

In this episode, we take a look at our continuing work in improving the all-round experience for rail customers.