Passenger information licence conditions
8 July 2025
Body
Passenger train and station operators have information obligations in their licences.
Consumer
ORR review reveals urgent need for reform in rail fare enforcement
4 June 2025
Body
The rail regulator (the Office of Rail and Road) is recommending improvements to how the rail industry handles revenue protection, making it more consistent, fairer and effective after concerns were raised about how rules are enforced.
Call for evidence: Review of train operators’ revenue protection policies
4 June 2025
Body
Call for evidence for the ORR independent review of train operators’ revenue protection practices.
Review of train operators' revenue protection practices
4 June 2025
Body
On 13 November 2024 the Secretary of State for Transport asked ORR to conduct an independent review of train operators’ revenue protection practices.
Consultation on Accessible Travel Policy (ATP) Guidance redress requirements
30 May 2025
Body
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.
Rail regulator calls for better use of data insights and streamlined communications to improve passenger assistance
15 May 2025
Body
The Office of Rail and Road has today published its study into how train operators at busy rail stations communicate and record requests by passengers for assistance. The study found that a dedicated staff app has proven beneficial, but there is much more scope to use data and the technology to make further improvements for passengers.
Accessible Travel Policies (ATPs) decision letters
15 May 2025
Body
Accessible Travel Policies (ATPs) decision letters
Rail regulator proposes to change redress policies when booked assistance fails disabled passengers
2 May 2025
Body
The Office of Rail and Road says redress claims for failed rail passenger booked assistance should always be assessed on a case-by-case basis, rather than based on ticket price, in a letter sent to the rail industry which seeks views on the proposal.
Core complaints data
28 March 2025
Body
We are responsible for the collection, monitoring and publication of rail customer complaints.