Consumer
Consultation on Accessible Travel Policy (ATP) Guidance redress requirements
30 May 2025
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We are seeking views on our proposal to amend our Accessible Travel Policy (ATP) Guidance to require all operators to determine redress for failed assistance where it has not been delivered as booked on a case-by-case basis. We are also inviting comments on any other matters in the ATP Guidance that relate to the redress requirements.
Rail regulator calls for better use of data insights and streamlined communications to improve passenger assistance
15 May 2025
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The Office of Rail and Road has today published its study into how train operators at busy rail stations communicate and record requests by passengers for assistance. The study found that a dedicated staff app has proven beneficial, but there is much more scope to use data and the technology to make further improvements for passengers.
Improving assisted travel
15 May 2025
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Our Accessible Travel Policy guidance for train and station operators sets out the commitments they must include in their policies for helping older and disabled people to travel by rail.
Accessible Travel Policies (ATPs) decision letters
15 May 2025
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Accessible Travel Policies (ATPs) decision letters
Rail regulator proposes to change redress policies when booked assistance fails disabled passengers
2 May 2025
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The Office of Rail and Road says redress claims for failed rail passenger booked assistance should always be assessed on a case-by-case basis, rather than based on ticket price, in a letter sent to the rail industry which seeks views on the proposal.
Core complaints data
28 March 2025
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We are responsible for the collection, monitoring and publication of rail customer complaints.
Complaints handling procedures
19 March 2025
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Information on complaints handling procedures for train and station operators.
Online ticket retailers and fees
4 March 2025
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Our research and findings on the transparency of online rail ticket fees.
Last call! Penalised for having the wrong ticket? Tell us about it
27 January 2025
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Our survey, which asks passengers to share their experiences of receiving a train fare penalty or having been prosecuted, closes on 31 January.