Consumer

Passengers must be at heart of rail planning

Content archived on 21 April 2025

12 February 2015
The rail industry must place passengers at the heart of enhanced contingency planning for overrunning engineering works, the rail regulator today concluded following its investigation into overruns at King's Cross and Paddington in December 2014.

Improving access to Britain’s railways

Content archived on 21 April 2025

16 January 2015
Tomorrow (17 January 2015) is Disabled Access Day. The day is all about people getting out and about and visiting new places – and it provides a good opportunity to highlight ORR's current work with passengers, the rail industry and developers to help improve rail services for disabled passengers.

Protecting consumers

20 November 2014
Train companies have a number of consumer facing obligations and it is important that passengers get the service to which they are entitled. We oversee a number of these obligations which sit in train companies’ licences and in general consumer law (others sit, for example in train companies’ franchise agreements with Government).
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