Passenger research: awareness, clarity, and fairness of terms and conditions

This research is commissioned by ORR's consumer team in support of our strategic objective to promote better customer service for rail passengers. One of our key roles in this area is to secure compliance with consumer law, particularly amongst train companies, to help ensure that all rail users get the service to which they are entitled. Amongst the consumer laws train companies are required to comply with are those that require them to provide consumers with the information they need to make informed choices, for...