Consumer

Call for evidence on passenger compensation

15 January 2016
The purpose of this letter was to invite interested parties to submit evidence that may support ORR’s enquiries into the issues raised in the super-complaint made by Which? regarding rail passenger compensation.

Retail market review conclusions

7 September 2015
ORR’s Retail Market Review focused on who sells tickets, what tickets are sold, where and how tickets are sold, and the ticket format. We considered this from the point of view of the industry rules and practices that govern how all retailers (train operating companies (TOCs) and third party retailers) sell tickets.

Buying a train ticket

19 March 2015
Information to help you understand the differences between rail tickets, why these might be important to you, and some other hints and tips.

Protecting consumers

20 November 2014
Train companies have a number of consumer facing obligations and it is important that passengers get the service to which they are entitled. We oversee a number of these obligations which sit in train companies’ licences and in general consumer law (others sit, for example in train companies’ franchise agreements with Government).

Passenger experience report

2 April 2014
A summary of the passengers’ experience of planning journeys, choosing rail, buying tickets and using its services drawing on new research into passengers’ decisions, past research into buying and travel habits.
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