GBR will operate most passenger rail services, set the customer offer for those services, and sell tickets across digital channels, at stations and on board its trains.
In the online ticket retail market, GBR will also manage the retail functions that other ticket retailers rely on to participate in the market, such as central industry IT systems, data processing and the issuing of third-party retailer licences.
ORR’s proposed Retail Code of Practice would require GBR to give all non-GBR online retailers fair, transparent, and non-discriminatory access to fares, products, systems and related services, without giving its own online ticket retail business an undue advantage.
The regulator’s proposed Retail Code of Practice also sets expectations for managing conflicts of interest, protecting commercially sensitive information and making market-wide decisions fairly and transparently.
GBR will be required to comply with the Retail Code via its licence, allowing ORR to monitor compliance and, where necessary, consider formal enforcement action. GBR will also be subject to competition law and need to act in a way which does not exclude competitors, distort the online retail market or abuse its position.
Stephanie Tobyn, ORR’s Director of Strategy, Policy and Reform, said:
ORR is encouraging independent retailers, rail operators, passenger and consumer groups and other interested organisations to respond to the consultation.
The consultation closes on 11 December 2026. Responses will help inform the final Retail Code, expected to be published in spring 2027.
Find out more and respond to the consultation.
Notes to Editors
- Retail Code of Practice consultation page
- Draft Retail Code of Practice
- GBR’s future online retailer will replace the 14 websites and apps of DfT-contracted train operators. Independent retailers, open access operators and devolved operators will continue to be able to sell tickets as they do now. References to ‘non-GBR online retailers’ means independent retailers, open access and devolved operators who retail online.
- Rail ticket retail management functions currently carried out by the Rail Delivery Group will move to GBR. These include the management of common industry IT systems and governing access to them, commission arrangements, technical standards and licensing independent retailers.