Consumer

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.

Know your rail rights campaign

17 December 2020
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Today we have launched ‘Know Your Rail Rights’; a campaign to better empower passengers. The campaign provides information about passengers’ rights on issues from complaints, refunds through to ticketing terms and conditions.