Consumer
Review of train operators' revenue protection practices
26 November 2024
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On 13 November 2024 the Secretary of State for Transport asked ORR to conduct an independent review of train operators’ revenue protection practices.
Accessible Travel Policies (ATPs) decision letters
18 November 2024
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Accessible Travel Policies (ATPs) decision letters
Tickets and fares
13 November 2024
Passengers cannot consistently rely on help points at stations, says rail regulator
7 November 2024
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Operators need to make improvements to their management of passenger help points at stations, says the rail regulator, after a report highlights poor reliability and monitoring of service quality, particularly for stations in England.
Improving assisted travel
7 November 2024
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Our Accessible Travel Policy guidance for train and station operators sets out the commitments they must include in their policies for helping older and disabled people to travel by rail.
Rail compensation
6 November 2024
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When passengers are delayed beyond a certain length of time they become entitled to claim compensation, regardless of whether the company they are travelling with is responsible for the delay they have experienced.
Accessible Travel Policy (ATP)
19 September 2024
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Train and station operators are required by their operating licences to establish and comply with an Accessible Travel Policy (ATP) which must be approved by us.
ORR calls for action after concerns about reliability of Northern Trains’ help for disabled passengers
19 September 2024
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The rail regulator wants to see an improvement plan from the train operator, who again rated poorly in ORR’s latest survey about the experience of passengers who pre-booked additional assistance with their journey.
The Rail Ombudsman
29 August 2024
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ORR sponsors the Rail Ombudsman, which is a free, impartial and independent service that passengers can use to escalate unresolved complaints about train and station operators.