Consumer

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.

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

An Office of Rail and Road (ORR) passenger impact review, published today, shows that train operators affected by the cracks found in a component on the Hitachi 800 trains were still able to provide clear and consistent information to passengers during the disruption.

By the end of 2021 almost 30,000 passenger-facing staff will have undertaken disability awareness and equality training as part of requirements set out in our Accessible Travel Policy (ATP) Guidance to help improve a disabled passenger’s journey.

The Office of Rail and Road (ORR) has led train and station operators to improve passenger information on websites, and to confirm operators are fulfilling commitments to achieve industry-recognised accessibility standards.

Tens of thousands of railway staff are being trained to communicate more effectively with disabled passengers, understand the challenges they may face when travelling, and to refresh their knowledge and skills to provide any assistance needed.

The Office of Rail and Road (ORR) has secured improvements from Eurostar to properly inform passengers of their right to cash refunds for cancelled services.