1、 Annual Rail Consumer Report April 2021 to March 2022 07 July 2022 Office of Rail and Road|Annual Rail Consumer Report 2 Contents Executive summary 3 1.Introduction 6 2.Our passenger-facing work 9 2.1 Ticket retailing and passenger rights 9 2.2 Passenger information 11 2.3 Accessible travel 16 2.4 C

2、omplaints and redress 24 2.5 COVID-19 travel rules 28 Annex A:Forward work programme April 2022 to March 2023 29 Annex B:Summary of sources of evidence on operator performance 31 Glossary of terms 33 Office of Rail and Road|Annual Rail Consumer Report 3 Executive summary Over the past year,both rail

3、 passengers and train and station operators have continued to feel the impact of the Coronavirus(COVID-19)pandemic.Nevertheless,passenger numbers were more than double the previous year and we have worked hard to ensure that passengers can feel confident about the experience they can expect when tra

4、velling by rail.We have made good progress in reviewing our expectations on operators,implementing changes that will reduce barriers to travel for disabled people,improve access to Delay Repay compensation,and enable passengers to plan their journeys with more confidence.Further change is underway f

5、or early 2023,driving improvements in operators complaints handling processes and bringing sponsorship of the Rail Ombudsman into the Office Rail and Road(ORR).The pandemic has had some ongoing impacts on industry performance.However,we have maintained our expectations and held operators to account

6、for fair and transparent interactions with passengers,the quality of their passenger information and services for disabled passengers,and the management of complaints and Delay Repay claims.As passenger numbers continue to recover,and as the Government progresses its rail reform agenda,securing impr