Changes to complaints handling
29 July 2019
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We have published the results of research which reviews complaints handling in regulated sectors which have an ombudsman.
Consumer
Improving Assisted Travel – A consultation on changes to guidance for train and station operators on Disabled People's Protection Policy (DPPP)
27 July 2019
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Alongside the Accessible Travel Policy Guidance and the responses themselves, we have published a summary of the responses, and set out the steps we will take to ensure train and station operators, including Network Rail, deliver these improvements.
ORR’s new guidance to train companies means older and disabled people will travel with more confidence
27 July 2019
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New Accessible Travel Policy guidance from ORR calls on train companies to cut booking notice times, increase reliability of provision, improve staff training, and offer redress when things go wrong.
ORR's advice to the Williams Rail Review
26 July 2019
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This document is the Office of Rail and Road's submission to The Williams Rail Review. It is in response to a request from Mr Williams, made in February 2019 at the annual Bradshaw address.
ORR urges sweeping reforms on accessibility and compensation
16 July 2019
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Assisted travel reforms include improving the reliability of assistance for passengers, a shorter timeframe for booking assistance, and compensation when things go wrong. ORR recommends that train operators must tell passengers of their right to compensation during a journey and settle claims within 20 days.
Devolution of the Valley Lines: what the ORR is doing
8 July 2019
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By Nick Layt, Senior Manager, Consumer Policy & Compliance - Planning & operations.
Time for action: How we measure rail punctuality
1 July 2019
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By Aruna Ramyead, Information & Analysis team
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 fines GTR £5m for breaking rules on passenger information
14 March 2019
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Govia Thameslink Railway (GTR) faces a £5m fine after the Office of Rail and Road (ORR) found that it failed to provide appropriate, accurate and timely information to passengers following the introduction of a new timetable last May.
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).