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Accommodation Costs
Case Study: Accommodation Costs The Issue The Consumer initially complained when they had been unable to travel on the RSP service for two days due to widespread cancellations caused by a technical...
View ArticleRail Ombudsman releases Resource Pack to Empower Young Rail Users
The Rail Ombudsman is launching ‘The Young Person’s Train Guide’; a rail byelaw campaign aimed at young people by engaging with Rail Operators and other stakeholders in the industry. Train operator...
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Travel During Severe Weather
Case Study: Travel during severe weather The Issues The Rail Ombudsman has received a variety of escalations relating to travel during recent spells of severe weather which resulted in Do Not Travel...
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Travel During Industrial Action
Case Study: Travel during Industrial Action (in light of June 2022 strikes) The Issues The Rail Ombudsman has worked through different periods of disruption to rail travel during industrial action....
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Amended Timetables
Case Study: Timetable Amendments These cases demonstrate how consumers rely on their ticket and booking confirmation as a key source of information. Also, that consumers will have expectations of...
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Train Facilities
Case Study: Train Facilities Below are a series of case studies to demonstrate issues seen by the Rail Ombudsman relating to the facilities provided on trains. Consumer A – seat reservations dispute...
View ArticleMP visits the Rail Ombudsman
Thursday, 30 March 2023: The Rail Ombudsman received a visit from local MP, The Right Honourable Stephen McPartland at its headquarters in Stevenage today. An active employer within Hertfordshire, the...
View ArticleORR announces outcome of tender process to appoint a Rail Ombudsman service...
ORR appoints provider and strengthens Rail Ombudsman scheme for passengers The Office of Rail and Road (ORR) has today announced Dispute Resolution Ombudsman (DRO) as the provider of the new...
View ArticleThe Rail Ombudsman’s Approach to Accessibility Claims
Background The Rail Ombudsman opened its doors on 26 November 2018, offering a free to consumers, expert, alternative dispute resolution service to help sort out unresolved customer complaints about...
View ArticleRail regulator assumes sponsorship of the Rail Ombudsman
Rail regulator assumes sponsorship of the Rail Ombudsman The Office of Rail and Road (ORR) has this weekend begun its sponsorship of the Rail Ombudsman. This fulfils the Plan for Rail commitment for...
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