Rail passengers

By Chris Hemsley, Deputy Director of Railway Markets and Economics, ORR.

Rail passengers and freight customers need a safe, reliable and efficient railway. Our role is to support the rail industry to deliver this and to ensure that every pound of the public’s money is well spent.

Great Britain’s railway is safer than it has ever been before.

The Office of Rail and Road (ORR) has looked at how train operators tell their passengers about compensation schemes, and how easy it is for passengers to claim compensation payments for train delays. We met with all train operators and reviewed their claims processes, websites and social media content.

ORR’s Deputy Director for Consumers, Stephanie Tobyn, is leading ORR’s response to Which?’s super-complaint on rail passenger compensation and gives an update.

At the Office of Road and Rail (ORR), we've been reviewing how train and station operators handle passenger complaints. Passengers should be at the heart of the railway, and central to this, they now play an increasingly important role in the operation of the railway; both by contributing to a growing share of its running costs but also providing valuable feedback to ensure services better meet

7 August 2015 Stephanie Tobyn, ORR's consumer deputy director, on what we are doing to empower passengers with right information during disruptions.