Fares, rail policy and DfT news

28.03.18

ORR: ‘More to be done’ to ensure passengers get best ticket for journey

New easier to use machines and clearer language have helped more passengers buy the right ticket for their journey from station vending machines, according to research by the Office of Rail and Road (ORR).

Mystery shopping research revealed that the proportion of users who would have bought the most appropriate ticket for their journey had increased by 11% since the last survey in 2017, to 91%.

Of those who may have bought the wrong ticket, 6% would have paid too much - a reduction from 13% last year - and 3% would have not had the necessary flexibility on their ticket, which was down from 6% last year.

The improvements have come following the results of the ORR 2017 Ticket Vending Machine (TVM) research, when the rail regulator called on train companies to improve the service they provide to passengers.

Following that research, the ORR also called on train companies to commit to a TVM Price Guarantee, refunding the difference to travellers who bought a more expensive ticket than necessary.

All 17 companies have now reportedly signed up to this guarantee.

The ORR has said that it will work with train operators to ensure that they continue to improve the information they provide to passengers via TVMs to make ticket buying clearer and easier.

Stephanie Tobyn, ORR deputy director for consumers, explained that passengers should be able to buy the most appropriate ticket for their journey without being “baffled by confusing terminology and innumerable options.”

She added that although the ORR is pleased with the positive developments so far, there is still more to be done for those users who are not getting the best ticket for their journey.

“The industry has made significant progress and we want to see companies acting on the results of our survey and continuing to roll out improvements to ticket machines to provide a better service to their passengers,” Tobyn concluded.

Top image: Torsten Dettlaff 

Have you got a story to tell? Would you like to become an RTM columnist? If so, click here.

Comments

There are no comments. Why not be the first?

Add your comment

 

related

rail technology magazine tv

more videos >

latest rail news

Strike news: guards row brings fresh strikes to Northern, South Western called off

19/06/2018Strike news: guards row brings fresh strikes to Northern, South Western called off

Members of the Rail, Maritime and Transport (RMT) union have walked out in a fresh dispute between the union and Northern Rail over a long-runnin... more >
TOC bosses appear before MPs, blame chaos on infrastructure failures

19/06/2018TOC bosses appear before MPs, blame chaos on infrastructure failures

Bosses from Govia Thameslink Railway (GTR) and Northern Rail cited failures in infrastructure being completed in time and last-minute change... more >
Labour to launch no confidence challenge against Grayling

19/06/2018Labour to launch no confidence challenge against Grayling

The transport secretary is under fire in parliament today as Labour looks to draft a motion of no confidence in the Commons. The party is us... more >

editor's comment

23/01/2018Out with the old...

Despite a few disappointing policy announcements, especially for the electrification aficionados amongst us, 2017 was, like Darren Caplan writes on page 20, a year generally marked by positive news for the rail industry. We polished off the iconic Ordsall Chord (p32), hit some solid milestones on Thameslink (p40), progressed on ambitious rolling stock orders (p16), and finally started moving forward on HS2 (p14) ‒ paving the way for a New Ye... read more >

last word

Encouraging youngsters to be safe on the railway

Encouraging youngsters to be safe on the railway

This summer, Arriva Group's CrossCountry and the Scout Association joined to launch a new partnership to promote rail safety among young people. Chris Leech MBE, business community manager at the... more > more last word articles >

'the sleepers' daily blog

How biometrics can help improve health and safety measures on railway construction projects

20/03/2018How biometrics can help improve health and safety measures on railway construction projects

ADVERTISEMENT FEATURE Biometric identity, time and attendance specialists Donseed looks at how biometric technology is already starting to enhance health and safety measures on railway construction projects. Advances in technology are starting to transform the way in which the rail network in the UK is managed, operated and maintained.... more >
read more blog posts from 'the sleeper' >

comment

Apprenticeship levy: the latest picture

05/06/2018Apprenticeship levy: the latest picture

Mark Holmes, head of membership and development at NSAR, describes the current resources available to the rail industry to ensure companies of al... more >
Moving in the right direction

05/06/2018Moving in the right direction

Alex Cropper, head of projects group at Transport for Greater Manchester (TfGM), reports on the exciting progress so far in building the Trafford... more >
Overcoming leaves on the line

05/06/2018Overcoming leaves on the line

Paul Gray, professional lead of engineering R&D at the RSSB, explains how latest research proves using double variable rate sanders on trains... more >
Rail: A woman’s world

18/05/2018Rail: A woman’s world

RTM’s Sacha Rowlands reports from a panel debate where six of the industry’s leading figures convened to discuss the fundamental issu... more >

rail industry focus

View all News

interviews

Transforming travel in the north west

06/02/2018Transforming travel in the north west

RTM’s Josh Mines talks to Robin Davis, head of new trains at TransPennine Express (TPE), about the huge rolling stock change journey the co... more >