Content archived on 18 April 2024
The rail industry today signed-up to a new code of practice on how it will promote best practices and meet obligations under consumer law to provide clear, accurate and reliable information to passengers when they buy tickets.
The Code will, among other things, provide clarity on how train companies and ticket sellers can meet their obligations and ensure passengers have the right information to make informed decisions; be clear about what type of ticket is available at which sales outlets; and advertise the assistance available for disabled passengers.
ORR chair Anna Walker said:
The Code will clarify what information passengers can expect from train companies and other ticket sellers on the different types of fares, any restrictions that apply, and key terms and conditions, including compensation and refund rights.
We want to see passengers empowered with clear, transparent information on tickets and fares, this will help raise their confidence in rail travel as they'll know they've made the right choice for their journey. ORR will monitor the industry on meeting these obligations and work with ticket sellers to ensure compliance to the Code.
The development of the Code of Practice was overseen by the independent rail regulator with cross-industry collaboration in response to studies that have shown that the complexity of the ticketing system and associated rules cause confusion and frustration for passengers. The rail regulator has developed easy-to-understand animations with handy tips for passengers to help them know more about their rights, available on ORR's website.
ORR has also asked train companies to prepare a clear, demonstrable and measureable plan on how they will keep passengers well informed during disruptions to help them complete their journeys. ORR will monitor progress against these plans in the coming months. The regulator is also conducting a wide-ranging review of the rail ticket market to determine whether the market is open and innovative enough to benefit customers fully.
Notes to editors
- The new industry code of practice reflects current legislation and complements existing industry obligations to retail tickets fairly and impartially. It provides train companies and licenced rail ticket retailers with best practice guidance to help ensure passengers are able to make informed decisions when buying rail tickets.
- In October 2013, in a Command Paper on fares & ticketing review, DfT asked ORR to oversee the development of an industry code of practice on rail ticket retail information – https://www.gov.uk/government/consultations/rail-fares-and-ticketing-review
- For more information on rail tickets and guides to buying a train tickets, see: https://orr.gov.uk/info-for-passengers/buying-a-train-ticket
- To know more about ORR's work to protect consumer interests visit: https://orr.gov.uk/info-for-passengers
- For more information on the industry code of practice visit: http://www.nationalrail.co.uk/times_fares/ticket_types/93747.aspx