ComRes was commissioned by ORR to conduct research into passengers’ awareness of rail terms and conditions. We used a mixed-methods approach to uncover most detailed insight, consisting of:
- A quantitative survey of rail users, to understand awareness and understanding of terms and conditions both for the railways in general, and for different ticket types.
- Four focus groups with rail users to explore public knowledge in more depth, and understand how best to improve awareness where this is required.
The results of this work showed how passengers broadly understand the conditions for travelling by national rail, but that there is significant uncertainty over the details, particularly on different ticket types. The research demonstrated to ORR how the rail industry could enhance the availability of information on terms and conditions to improve the passenger experience.
The report on the findings can be accessed here.