UK: Secretary of State for Transport Heidi Alexander has written to train operators saying that she has accepted in full the recommendations of the Office of Rail & Road’s review of revenue protection practices.
In a report published in June the ORR called for urgent reforms to make the handling of ticketing irregularities more consistent, fairer and effective, so that genuine mistakes are not treated in the same way as deliberate fare evasion.
ORR said ticketing should be simpler and easier, there should be greater consistency in how passengers are treated when issues arise, clearly set out rights, a forum to identify and promote best practice and a wider review of legislation.
‘Revenue protection practices are inconsistent, and the complexities of the current fares and ticketing system have increased the scope for passenger confusion and error’, Alexander said in the August 11 letter to train operators. ‘We are overhauling the complex fares and ticketing system to make it easier for passengers to understand, so they can trust they are buying the right ticket and getting the best fare for their journey.’
The Department for Transport’s fares, ticketing & retail team is co-ordinating its response to the ORR review, with the Rail Delivery Group delivering several projects, and the department is to publish an update ‘in due course’.
A cross-industry working group set up during the review will continue, with the aim of sharing good practice across the industry.
Alexander also said ‘we are also planning to review revenue protection legislation to ensure this is as clear and effective as possible.’
