Consumer

The Office of Rail and Road’s response after receiving a super-complaint from Which? requesting a review of rail passenger compensation arrangements and practices within the industry when train services are delayed. Over the next 90 days, we’ll examine and test the evidence to determine whether the complaint requires further action.

Glasgow Central remains the most heavily used station in Scotland, clocking almost 29 million passenger entries and exits last year – an increase of over 1.8m (or 7%) compared to 2013-14, according to latest Estimates of Station Usage data published today by the Office of Rail and Road.

Cardiff Central remains the most-used station in Wales, clocking over 11 million passenger entries and exits last year – an increase of almost 200,000 (or 2%) compared to 2013-14, reveals data published today by the Office of Rail and Road.

London stations continued to be the most heavily used stations in Britain last year reveal latest estimates of station usage data published today by the Office of Rail and Road (ORR).

The Office of Rail and Road (ORR) and Network Rail have agreed a new £4.1m ‘Rail Reparation Fund’ to directly benefit passengers affected by poor performance on Thameslink, Southern and Gatwick Express services, in particular those travelling through London Bridge station.

At the Office of Road and Rail (ORR), we've been reviewing how train and station operators handle passenger complaints. Passengers should be at the heart of the railway, and central to this, they now play an increasingly important role in the operation of the railway; both by contributing to a growing share of its running costs but also providing valuable feedback to ensure services better meet

The Office of Rail and Road (ORR) has issued new guidance on complaints handling procedures (CHPs) for the rail industry.

7 August 2015 Stephanie Tobyn, ORR's consumer deputy director, on what we are doing to empower passengers with right information during disruptions.