Regulator issues new industry guidance on handling passenger complaints
Content archived on 19 July 2021
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The Office of Rail and Road (ORR) has issued new guidance on complaints handling procedures (CHPs) for the rail industry.
Consumer
Retail market review conclusions
7 September 2015
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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.
Information given to passengers during train delays is improving but we need more transparency from the rail industry
Content archived on 2 July 2021
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7 August 2015 Stephanie Tobyn, ORR's consumer deputy director, on what we are doing to empower passengers with right information during disruptions.
Draft guidance on complaints handling procedures for licence holders
29 July 2015
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This consultation was on the proposed new complaints handling procedures guidance. It set out what we will look for when exercising our approval role and when monitoring for continuing compliance.
How can we make the rail ticket market more innovative and stimulate competition to benefit passengers?
Content archived on 2 July 2021
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3 July 2015 At the Office of Rail and Road (ORR), we've been conducting a review of the rules and regulations governing the way tickets are sold, what tickets are sold and the format tickets are provided in (eg orange credit card-sized paper ticket or smart card). We want to know whether these regulations are getting in the way of passengers benefitting from better service and more innovation
How can we make the rail ticket market more innovative and stimulate competition to benefit passengers?
Content archived on 2 July 2021
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3 July 2015 At the Office of Rail and Road (ORR), we've been conducting a review of the rules and regulations governing the way tickets are sold, what tickets are sold and the format tickets are provided in (eg orange credit card-sized paper ticket or smart card). We want to know whether these regulations are getting in the way of passengers benefitting from better service and more innovation
ORR statement – Regulator comments on code of practice on retail information
Content archived on 20 December 2021
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Statement from the Office of Rail and Road (ORR), following the Channel 4 Dispatches programme 'Trains: Are You Paying too Much?' which aired on the 01 June 2015.
ORR welcomes new industry code on transparent ticketing practices
Content archived on 2 July 2021
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The Office of Rail Regulation (ORR) has welcomed the rail industry's commitment to a new code of practice on providing clear and transparent ticket information to passengers, to help them make the right choices.
Buying a train ticket
19 March 2015
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Information to help you understand the differences between rail tickets, why these might be important to you, and some other hints and tips.
Passengers must be at heart of rail planning
Content archived on 2 July 2021
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The rail industry must place passengers at the heart of enhanced contingency planning for overrunning engineering works, the rail regulator today concluded following its investigation into overruns at King's Cross and Paddington in December 2014.