ORR protects the interests of rail and road users. We are improving the safety, value, and performance of railways and roads, today and in the future.
Content archived on 03 May 2024
An Office of Rail and Road (ORR) spokesperson said:
Passengers need to get good advice from all train operators to help buy the best tickets for their journey, take informed decisions during disruption, and claim compensation where appropriate. Passengers need to be able to trust the train company they are travelling with.
The industry has recently published a code of practice on retailing, which is underpinned by consumer law. This includes the need to tell passengers about the most appropriate tickets for their journey. We have already asked all train companies to confirm by mid-June they are compliant with their obligations or set out how they will address areas of non-compliance.
In light of the Dispatches programme, ORR is contacting First Great Western for explanations of some of the issues raised in the programme, in particular staff training.
On passenger information, the rail industry has made progress, particularly in the way it utilises social media. More needs to be done, and we will shortly be publishing our latest assessment of progress.
