Protecting rail passengers


Improving the passenger experience in areas such as compensation, retailing of train tickets and passenger accessibility.

wide view of a station

Know your rail rights

Learn about our work to empower rail passengers.

Passengers in a railway station

Annual rail consumer report

Focusing on the performance of train companies and Network Rail in the consumer areas we regulate.

passenger assistance

Passenger assistance

We approve train operator policies for disabled passengers, promote accessibility and aim to eliminate discrimination.

Screen showing departure information

Passenger information

We ensure train companies provide accurate and timely information, particularly during disruption. We also investigate timetabling issues.

Platform signs

Complaints & compensation

Our role is to set complaint handling procedures and monitor train and station operators against these.

ticket machine

Tickets & fares

Details of our research on ticket machine use. We are not the regulator for fares and have no role in relation to penalty fares.

Wide view of Kings Cross station

Consumer law investigation and enforcement powers

The main consumer-facing conditions which we monitor and enforce are set out in this section.

Video: How we protect rail passengers

Learn more about the work we do to improve rail passengers' experience.