Consultation outcome

Code of Practice on information for rail tickets and services

• From: Office of Rail and Road
• Published: 30 September 2025

Applies to England, Scotland and Wales

This consultation has concluded

Detail of outcome

The Office of Rail and Road (ORR) has published guidance on rail retailing which replaces the Code of Practice on retail information for rail tickets and services published in 2015.

The guidance is aimed at rail-sector retailers and is designed to support them in understanding and meeting their obligations when selling rail tickets and products to consumers.

Read the full outcome on ORR’s website.

Detail of feedback received

The Office of Rail and Road published responses to this consultation on 16 January 2026.

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Original consultation

Summary

Sought feedback on new ORR guidance on rail retailing to assist retailers in meeting their obligations regarding the provision of information to passengers.

This consultation was held on another website.

This consultation ran from
10am on 30 September 2025 to 5pm on 11 November 2025

Consultation description

The Office of Rail and Road (ORR) committed to undertake and publish the outcome of a review of the 2015 Code of Practice on Retail Information for Rail Tickets and Services. 

Passengers must be able to quickly and easily access relevant, accurate, complete and timely information during their ticket buying process. This is a legal requirement and a fundamental component of informed passenger decision-making.

Read more on ORR’s website.

Published 30 September 2025