Tickets and fares
13 November 2024
Ticketing & Fares
Rail regulator’s review leads to 50% reduction in maximum fees for ticket refunds
28 March 2024
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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.
Know your rail rights
19 September 2023
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A guide for rail passengers on how to get refunds and compensation, how to make a complaint and other information for travellers on Britain's railways.
Rail regulator’s review could reduce costly ticket refund admin fees
16 February 2022
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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.
Know your rail rights: ticketing
5 February 2020
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By Anna Saunders, Senior Manager, Consumer Policy.
Passengers' awareness of terms and conditions
26 March 2019
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We commissioned quantitative and focus group research to explore passengers’ awareness of terms and conditions, both in general when travelling by train on the national rail network (the National Rail Conditions of Travel - NRCoT) and specific to ticket type and format.
ORR recommends moves to open markets for ticket machines and gates
13 March 2019
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The Office of Rail and Road (ORR) has today published its recommendations following its market study into the supply of automatic ticket gates (ATGs) and ticket vending machines (TVMs).
ORR calls on industry to improve competition and innovation in the markets for ticket gates and ticket vending machines
13 September 2018
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The Office of Rail and Road (ORR) has today announced that it will press industry to improve competition, value and innovation in automatic ticket gates (ATGs) and ticket vending machines (TVMs).
Ticket machines
28 March 2018
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Ticket machines (TVMs) are designed to allow rail passengers to make quick and easy ticket purchases at the station, rather than using ticket offices. It’s a popular method, with around a third of passengers using a TVM to buy their tickets.
ORR welcomes better protection and improvements for passengers using ticket vending machines
28 March 2018
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New and easier-to-use machines and clearer language have helped increasing numbers of passengers buy the right ticket for their journey from station vending machines, according to research by the Office of Rail and Road (ORR).