Consumer

By Marcus Clements, Head of Consumer Policy.

By Stephanie Tobyn, Deputy Director for Consumers, Office of Rail and Road (ORR).

The Office of Rail and Road (ORR) has today noted train companies’ progress in improving how customers can claim compensation, as part of our latest Rail Compensation Report.

Waterloo continues to top the list of Britain’s busiest stations with almost 100 million journeys in 2015/16.

The Office of Rail and Road (ORR) today concluded its review of the rail retail market, which focused on how tickets are sold to passengers.

By Stephanie Tobyn, Deputy Director for Consumers, Office of Rail and Road (ORR).

The Office of Rail and Road (ORR) has today reported for the first time on how the rail industry is meeting its obligations to provide accurate and timely information, help disabled passengers, manage complaints and comply with consumer law.

The Office of Rail and Road (ORR) has looked at how train operators tell their passengers about compensation schemes, and how easy it is for passengers to claim compensation payments for train delays. We met with all train operators and reviewed their claims processes, websites and social media content.

Better information and stronger monitoring of standards are among recommendations called for today by the Office of Rail and Road (ORR) to help rail passengers get more of the compensation they are due from delays.