Consumer

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.

The Office of Rail and Road has secured key improvements to how Avanti passengers plan and book their journeys.

The Office of Rail and Road (ORR) has today called for all train companies to implement a system that automatically notifies passengers who have booked tickets online if their trains are cancelled or changed before travel.

Passengers attempting to access timetable information and book tickets for Avanti West Coast services have faced frustrating and enduring problems in recent months.

Train operators in Great Britain must provide appropriate, accurate and timely information as a licence condition, condition 4 of the Passenger Licence and GB Statement of National Regulatory Provisions.

Members of the consumer team explored first-hand what travel is like for disabled passengers.