Consumer insight

In this section we publish our research and reports into passenger and consumer issues.

Passenger experience report

A summary of the passengers’ experience of planning journeys, choosing rail, buying tickets and using its services drawing on new research into passengers’ decisions, past research into buying and travel habits.

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Passenger information during disruption

This is the Passenger Focus report which was commissioned by ORR to understand whether passengers receive timely, accurate and accessible information when they face delays to their journeys.

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Rail passenger compensation and refund rights

Rail passenger compensation and refund rights - report on rail passengers' awareness of their compensation and refund rights.

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