Channel Tunnel COVID-19 enforcement
14 February 2022
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The UK government has introduced measures to stop the spread of coronavirus (COVID-19) through international travel.
Consumer
Core complaints data
14 February 2022
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We are responsible for the collection, monitoring and publication of rail customer complaints.
Accessible Travel Policies (ATPs) decision letters
2 February 2022
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Accessible Travel Policies (ATPs) decision letters
Rail regulator acts to make claiming for train delays easier
15 December 2021
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Simpler ways for passengers to claim compensation for train delays have come a step closer. The Office of Rail and Road (ORR) has now finalised a new licence condition on train companies which they must comply with by next April.
The Rail and Road Pod - Episode 9: How the rail industry is delivering disability awareness and equality training
3 December 2021
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On our 9th episode, we’re taking another look at accessibility on Britain's railway.
Improving access to delay compensation – ORR's new licence condition
30 November 2021
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We have received licence holder consent for the new licence condition on delay compensation. We have therefore published notification of this licence change, which will come into force on the 1 April 2022.
Rail ADR Scheme Council
25 November 2021
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The Rail Ombudsman provides the Alternative Dispute Resolution (ADR) service for the rail industry.
Response to BEIS consultation on reforming competition and consumer policy
8 October 2021
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ORR response to BEIS consultation on reforming competition and consumer policy.
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