Ticketing & Fares

The Office of Rail and Road (ORR) is asking passengers to complete a short questionnaire to share their experiences of being penalised for travelling by train, either for travelling without a ticket at all or without a valid ticket.

New rules will mean that from 2 April the maximum fee that train operators and ticket retailers can charge when an unused rail ticket is refunded will be reduced from £10 to £5.

The Office of Rail and Road (ORR) has today called on train ticket retailers to reflect the actual costs incurred when charging administration fees on train ticket refunds. Although the current cap on admin fees is set at £10, ORR has found that on average the actual costs of processing refunds amount to less than £5.

By Anna Saunders, Senior Manager, Consumer Policy.