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New rail ticketing code

 

Guidelines aim to ensure passengers fully informed about ticket choices

A new ticketing code of practice for the rail industry has been introduced which aims to ensure that passengers are fully informed when choosing which ticket to buy for their journey.

Development of the code arose from the Department for Transport’s report ‘Rail Fares and Ticketing: Next Steps’, published in October 2013. It has been put together by a working group led by the rail regulator in co-operation with operators and retailers, Passenger Focus and the DfT.

It is designed to complement existing guidance to retailers and operators and aims to ensure that information provided to passengers gives them greater confidence when choosing the best value ticket for their journey.

It has been designed around four key principles:

  • that retailers should provide passengers with the information they need to make informed decisions when purchasing a ticket;
  • that this information should be provided in a way that is clear, intelligible, unambiguous and timely;
  • that the information should be accurate, truthful and should not be provided in such a way as it might deceive, even if factually correct; and
  • that retailers should make it clear what tickets are/are not available at each sales channel and the basis on which they identify and recommend tickets to passengers.

The introduction of the code is to be followed by labelling of self-service ticket machines by operators to provide better information as to the range of tickets sold by each machine.

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