Rail passengers

New rules will mean that from 2 April the maximum fee that train operators and ticket retailers can charge when an unused rail ticket is refunded will be reduced from £10 to £5.

Third party retailers have responded positively to the Office of Rail and Road’s (ORR) report published in December 2023, which showed that some retailers were not sufficiently transparent about the additional fees they charged on their websites and apps during the ticket buying process.

The Office of Rail and Road has identified several key areas of focus for the industry as it looks to drive improvement in the delivery of passenger assistance for disabled passengers. The conclusions follow audits commissioned by the regulator into how five operators were meeting regulatory requirements related to the delivery of assistance.

In this episode, we take a look at our continuing work in improving the all-round experience for rail customers.

The Office of Rail and Road (ORR) has authorised upgrades at Reading West railway station, ahead of their entry into service.