Consumer

Improve reliability of passenger assistance, ORR tells rail industry

12 July 2023

The rail industry needs to provide more reliable assistance for disabled passengers says the Office of Rail and Road (ORR), following research involving more than 8,100 passengers.

Annual rail consumer report 2023

12 July 2023

Our annual report focusing on the performance of train operators and Network Rail in the consumer areas we regulate.

ORR research into accessibility

12 July 2023

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

Passengers with disabilities

5 July 2023

All train and station operators are required to have an Accessible Travel Policy (ATP), which sets out their arrangements and commitments to support disabled and older passengers in completing their journey by rail.

Rail regulator review shows improvements to delay compensation claim process, but improved messaging required on how and when to claim

29 June 2023

Improving Assisted Travel

8 June 2023

Our Accessible Travel Policy guidance for train and station operators sets out the commitments they must include in their policies for helping older and disabled people to travel by rail.

ORR welcomes progress by industry in training staff to support disabled passengers

8 June 2023

In a letter to industry, the Office of Rail and Road (ORR) has praised train operators and Network Rail for their disability awareness refresher training.

ORR appoints provider and strengthens Rail Ombudsman scheme for passengers

30 May 2023

The Office of Rail and Road (ORR) has today announced Dispute Resolution Ombudsman (DRO) as the provider of the new ORR-sponsored Rail Ombudsman scheme.

How driving improvements in complaints handling can lead to a better passenger experience

31 March 2023

Nobody wants things to go wrong on their train journey. But when they do, it is important that there are effective means in place for passengers to submit complaints, and for train operators to be able to put things right.

Complaints and compensation

31 March 2023

Our role is to monitor train and station operators’ compliance with their complaints handling procedures and to set out requirements on what these procedures should contain.

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