Consumer

A model for customer information management

29 July 2021
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We have challenged and worked with the rail industry to deliver a step change in customer satisfaction with information provision specifically through greater industry wide collaboration.

Train operators are meeting ORR’s challenge to improve rail accessibility experience, and must continue progress as passengers return

6 July 2021
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The Office of Rail and Road’s (ORR) annual rail consumer report shows that it has worked constructively across industry to deliver improvements for passengers, particularly on refund rights and accessibility, despite the challenges of the past year. The regulator also sets out its focus for the coming year on locking in these improvements through monitoring and enforcing adherence to its

ORR research into accessibility

6 July 2021
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We regularly commission research, working with expert agencies and the rail industry to gather feedback on passengers' experiences of accessibility, and assisted travel services.

Passenger information

25 June 2021
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We ensure train companies provide accurate and timely information, particularly during disruption. We also investigate timetabling issues.

Accessible Travel Policy (ATP)

21 June 2021
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Train and station operators are required by their operating licences to establish and comply with an Accessible Travel Policy (ATP) which must be approved by us.

Consumer law

17 March 2021
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Consumer law aims to ensure that businesses are fair and open in their dealings with consumers.