Protecting rail passengers


We undertake a range of work to improve the passenger experience in areas such as compensation, retailing of train tickets and passenger accessibility.

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

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

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

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

Our annual report focusing on the performance of train companies and Network Rail in the consumer areas we regulate.

We have launched this campaign to better empower rail passengers.

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