ORR statement in response to Which? passenger compensation super-complaint
21 December 2015
The Office of Rail and Road’s response after receiving a super-complaint from Which? requesting a review of rail passenger compensation arrangements and practices within the industry when train services are delayed. Over the next 90 days, we’ll examine and test the evidence to determine whether the complaint requires further action.
A spokesperson for the Office of Rail and Road (ORR) said:
Passengers must be at the heart of the railways and are crucial to its growth and success. They are entitled to compensation when they do not receive the service they have paid for. Compensation also acts as an incentive for the industry to deliver a better service.
The rail industry has been working to improve overall standards of service for rail passengers. However, our research has shown that passenger awareness of how and when to claim compensation is low. The industry has recently taken positive steps – such as signing up to a Code of Practice on providing clear information to passengers when they buy rail tickets, which includes their compensation rights. We will be assessing whether more could and should be done for passengers as we investigate this complaint.
To know more about ORR's work to protect consumer interests visit: https://orr.gov.uk/what-and-how-we-regulate/consumers and https://orr.gov.uk/info-for-passengers.
- ORR has recently issued new rail industry complaints handling guidance to ensure that insight from passenger complaints is used by train operators to tackle root causes of dissatisfaction and improve the passenger experience. https://orr.gov.uk/news-and-media/press-releases/2015/regulator-issues-new-industry-guidance-on-handling-passenger-complaints.
- ORR’s review of the rail ticket market will determine whether the industry arrangements as well as rules and regulations on ticket selling – which are over 20 years old – are still relevant and providing the best outcome for passengers. https://orr.gov.uk/what-and-how-we-regulate/consumers/consumer-policy/?a=18196.