What is a call for evidence?
To help inform our review into train operators’ revenue protection practices, we are seeking information and details of passengers’ experiences where you have boarded a train without a ticket, or with an invalid ticket (for whatever reason), and as a result:
- were required to buy a new ticket for your journey or pay an additional fare
- were required to pay a penalty fare, which included the cost of a new ticket
- faced prosecution by the train operator
- faced another action by the train operator
Who is this for and what evidence/information do we want?
This information will provide vital evidence to inform our review which we are carrying out on behalf of the Secretary of State for Transport. You can find more information about this work in the terms of reference for our review into train operators’ revenue protection practices.
Specifically, we want to know:
- the train operator involved
- the reasons for the penalty fare being issued
- what happened after the penalty fare was issued?
- whether the train operator pursued court action/prosecution
- before travelling, were you aware of the consequences of travelling with an invalid ticket?
- any related documents that you can upload to inform our review of train operators’ approach to penalty fares/revenue protection.
Respond online.
How can I get my penalty fare looked into or overturned?
ORR’s review is looking at an industry level and as we are not a consumer complaints handling body we are unable to investigate individual passenger complaints. We advise you to contact the train operator concerned. Train operators’ contact details are available on the National Rail Enquiries website.
Why is ORR looking at rail revenue protection?
On 13 November 2024, the Secretary of State for Transport asked us to carry out an independent review of train operators’ revenue protection practices. You can read the letter and terms of reference for further detail. We are looking into two main aspects of revenue protection: operators’ and retailers consumer practices, such as how they are communicating ticket conditions; and operators’ enforcement of revenue protection and broader consumer practices in this area, including the use of penalty fares and prosecutions.
Is ORR responsible for fares?
No. ORR does not set or regulate fares. Some fares are regulated by government, which controls their prices while others are set by train operators. Regulated fares set by government are: standard class fares including saver returns, standard returns, off peak fares between major cities and season tickets for most journeys. Unregulated fares include first class, advance purchase and saver tickets. Train operators are free to determine these fares, although these can also be capped in certain circumstances.
I have concerns about the cost or complexity of fares – can I use this process to raise them?
No, this review is looking at train operators’ approach to revenue protection. Please refer to the terms of reference for full details of what is in scope.
The terms of reference for this work states that wider fares and ticketing reform are out of scope, noting that “The Government is already committed to reviewing the overcomplicated fares system, with a view to simplifying it and exploring options for expanding ticketing innovations, like delivering pay as you go across the network.” ORR does not regulate or set train fares.
What period of time are you interested in?
There is no specific period of time we are looking at, but we expect that people will have better examples from more recent experiences.
Why are you asking me where I was when I engaged with rail staff?
England, Wales and Scotland have different rules in place, so it may be relevant where your train was when you engaged with the rail staff. For example, if you were on a train from Edinburgh to London, it is relevant whether you were physically in Scotland or in England at the time of the encounter with rail staff regarding your ticket validity.
Why do you want to see copies of my letters?
This information will be an important part of our review which will be evidence-led, and provide us with case studies to better understand a range of passengers’ experiences.
How will ORR use my information?
Your information will provide us with case studies which will support our analysis and recommendations to the Secretary of State for Transport, and enable us to pick out themes and recommendations. It will enable us to compare the experience that passengers have with the information that train operators, ticket retailers and other involved parties tell us about. We may decide to publish a redacted version of your letter in our report - we will never publish any information that could identify you. You can also redact the information yourself before you send it to us.
If you are planning to write to us, please only send copies of any supporting documents and not the originals. We are unable to return documents.
Do I have to send them to you?
No, you can complete the survey without uploading documents. However, it would be helpful to us to have examples of relevant documents (such as emails or letters you have received from train operators or their agents) to help inform our review.
I have provided contact details – will you contact me?
We do not anticipate contacting respondents. However, we have asked for details in case we need to clarify any information.
Can I remove personal information from documents before sending them to you?
Yes, you can remove or blank over (redact) personal data if you choose to do so before you send it to us.
Uploading a document
You can upload documents in the following formats: doc, docx, odt, pdf, png, jpg and jpeg. Maximum file size is 10mb. You may upload a maximum of 10 documents.
I have more than one experience I’d like to share
You are able to complete the survey more than once. There is a link at the end of the survey to enable you to begin again.
I cannot use the online questionnaire – what other ways can I get in touch?
The online questionnaire is the best way to ensure that we get all of the information required. If you are unable to use that you can also write to us. Please ensure you include information listed in the 'what information do we want' section above.
The address to write to is:
Revenue Protection Review
Office of Rail and Road
25 Cabot Square
London E14 4QZ
To request an alternative format, or if you have a query that is not answered here, you can contact us at: revenueprotectionreview@orr.gov.uk. We strongly encourage you to complete the survey using the online platform where possible.