The Rail and Road Pod Episode 13: Know your rail rights
6 June 2022
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In this episode, we take a closer look at some of the work of our consumer team.
Consumer
Passenger information licence conditions
30 April 2022
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Passenger train and station operators have information obligations in their licences.
Complaints and compensation
26 April 2022
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Our role is to monitor train and station operators’ compliance with their complaints handling procedures and to set out guidance and requirements on what these procedures should contain.
Provision of rail timetable information
13 April 2022
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Rail timetable changes take place twice a year, usually in May and December. New timetables must be published 12 weeks in advance.
Big decisions needed to deliver future timetable improvements
13 April 2022
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The Office of Rail and Road (ORR) has set out its view on actions needed for the West Coast Main Line (WCML) and East Coast Main Line (ECML) after their major timetable projects reached crucial decision-making points.
Better process for passengers to claim delay compensation from today
1 April 2022
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Passengers whose rail journeys are delayed now have an improved process for claiming compensation from today, 1 April 2022.
Tickets and fares
16 February 2022
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We are not the regulator for fares and have no role in relation to penalty fares.
Rail regulator’s review could reduce costly ticket refund admin fees
16 February 2022
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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.
Channel Tunnel COVID-19 enforcement
14 February 2022
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The UK government has introduced measures to stop the spread of coronavirus (COVID-19) through international travel.
Core complaints data
14 February 2022
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We are responsible for the collection, monitoring and publication of rail customer complaints.