National Rail Conditions of Travel

Passengers will benefit from a greater clarity about their rights when they are delayed, as train companies prepare to change the National Rail Conditions of Travel (NRCoT) on 11 March.

Following concerns from the Office of Rail and Road (ORR) and Which?, ORR worked with the Rail Delivery Group and the Competition and Markets Authority to rewrite the Conditions to make it more clear that passengers may have rights under consumer law, in addition to industry arrangements, when they are delayed.

This welcome clarification is part of the on-going actions by train operating companies to improve the information they provide to passengers and the way in which they deal with complaints.