Which? response to the ORR’s annual rail consumer report

“We are finally seeing some progress in tackling the issues rail passengers face, but more needs to be done to ensure that people can find the best ticket for their journey and get compensation when their train is delayed.

“It’s alarming that less than half of people were satisfied with the way their complaints were handled. Passengers need an ombudsman that all train companies have to sign up to so complaints can’t be ignored, and a stronger regulator that properly stands up for them.”