Consumer

The Office of Rail and Road has identified several key areas of focus for the industry as it looks to drive improvement in the delivery of passenger assistance for disabled passengers. The conclusions follow audits commissioned by the regulator into how five operators were meeting regulatory requirements related to the delivery of assistance.

In this episode, we take a look at our continuing work in improving the all-round experience for rail customers.

Online ticket retailers have been tasked by the rail regulator to review how they present their fees when customers are buying tickets online, following a review which identified concerns with ‘drip pricing’.

Disabled people have had good and bad experiences of accessibility in rail.

The Office of Rail and Road has asked train operators and Network Rail to address the concerns raised in its report, published today, regarding the consistency and usefulness of passenger information of rail replacement services when there are planned engineering works.

The Office of Rail and Road (ORR) has this weekend begun its sponsorship of the Rail Ombudsman. This fulfils the Plan for Rail commitment for ORR to take on this role and will allow it to hold the provider to account for the independent and impartial delivery of the service.

The Office of Rail and Road has written to train operators saying that ticket retailers need to build on the good progress of automatic notifications, by providing improved clarity for passengers regarding their rights where there are changes to booked trains.