Improving the passenger experience in areas such as compensation, retailing of train tickets and passenger accessibility.
We are conducting a call for evidence on train operators’ revenue protection policies. This includes the use of penalty fares and prosecutions.
Know your rail rights
Learn about our work to empower rail passengers.
Annual rail consumer report
Focusing on the performance of train companies and Network Rail in the consumer areas we regulate.
Passenger assistance
We approve train operator policies for disabled passengers, promote accessibility and aim to eliminate discrimination.
Passenger information
We ensure train companies provide accurate and timely information, particularly during disruption. We also investigate timetabling issues.
Complaints & compensation
Our role is to set complaint handling procedures and monitor train and station operators against these.
Tickets & fares
Details of our research on ticket machine use. We are not the regulator for fares and have no role in relation to penalty fares.
Consumer law investigation and enforcement powers
The main consumer-facing conditions which we monitor and enforce are set out in this section.
Video: How we protect rail passengers
Learn more about the work we do to improve rail passengers' experience.
