Consumer

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.

The Office of Rail and Road has today published the final version of a new Complaints Code of Practice (CoP) for train and station operators.

The Office of Rail and Road’s (ORR) annual rail consumer report shows it has worked constructively across the rail industry to deliver improvements for passengers, including on accessibility and in improving access to compensation.

In this episode, we take a closer look at some of the work of our consumer team.

The Office of Rail and Road (ORR) has set out its view on actions needed for the West Coast Main Line (WCML) and East Coast Main Line (ECML) after their major timetable projects reached crucial decision-making points.

Passengers whose rail journeys are delayed now have an improved process for claiming compensation from today, 1 April 2022.

The Office of Rail and Road (ORR) has today called on train ticket retailers to reflect the actual costs incurred when charging administration fees on train ticket refunds. Although the current cap on admin fees is set at £10, ORR has found that on average the actual costs of processing refunds amount to less than £5.