The media

Rail regulator tightening up accessible travel redress rules

29 October 2025
The Office of Rail and Road (ORR) has made it mandatory for all rail operators to assess redress claims from passengers whose booked assistance failed, on a case-by-case basis. The change is detailed in an update to the regulator’s Accessible Travel Policy (ATP) Guidance.

Consultation on Accessible Travel Policy (ATP) Guidance redress requirements

29 October 2025
Sought views on our proposal to amend our Accessible Travel Policy (ATP) Guidance to require all operators to determine redress for failed assistance where it has not been delivered as booked on a case-by-case basis. We also invited comments on any other matters in the ATP Guidance that relate to the redress requirements.

Complaints and compensation

23 October 2025
Our role is to monitor train and station operators’ compliance with their complaints handling procedures and to set out requirements on what these procedures should contain.
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