Positive steps towards a more consumer-focused rail retail industry

5 October 2016

The Office of Rail and Road (ORR) today concluded its review of the rail retail market, which focused on how tickets are sold to passengers.

Responding to recommendations made over the course of the review, train operators have committed to giving third parties, such as online retailers, greater input into decision making processes around the sale of tickets.

The report has also recommended that industry simplifies processes to help innovative products enter the market more quickly.

John Larkinson, ORR’s Director of Railway Markets & Economics said:

Our review has considered the complex industry rules for how tickets are sold. We have worked closely with the industry to identify practical improvements to benefit passengers.

Giving third party retailers greater say in rules around the sale of tickets increases competition and choice, which is good news for passengers.

We believe these changes will lead to greater choice about where and how passengers buy their tickets.

The conclusion report pdf icon PDF, 670 Kb, released today, outlines progress on recommendations made in June 2015.

Notes to editors

  1. The Office of Rail and Road (ORR) is the UK’s rail regulator and highways monitor for England. ORR protects the interests of rail and road users; improving the safety, value and performance of railways and roads, today and in the future. Follow us @railandroad.
  2. ORR’s Retail Market Review conclusion report on is available on our website at: http://orr.gov.uk/consultations/closed-consultations/consumer-consultations/retail-market-review