Your Rights and Obligations as a Passenger
Find out about the regulations that govern your rights and responsibilities as a passenger, including what level of service you can expect from National Rail and the train companies
National Rail Conditions of Travel
When you buy a ticket to travel on the railway network you enter into an agreement with the train companies. That agreement gives you the right to make the journey between the stations or within the zones shown on your ticket.
The National Rail Conditions of Travel (NRCoT) are also part of that agreement and they apply to all domestic (non-international) journeys by scheduled passenger train services of the train companies on the railway network of Great Britain.
Read more on the National Rail Conditions of Travel page.
Additional Conditions of Travel
Oyster and contactless: If you use Oyster or contactless on a National Rail service (either wholly or as part of a through journey), there are additional conditions to those in the National Rail Conditions of Travel.
Where these differ from the National Rail Conditions of Travel they will take precedence when you are using Oyster or contactless.
You can read and download the Oyster Conditions of Use on National Rail services(external link, opens in a new tab) (opens on the TfL website)
You can read and download the Contactless Payment Cards Conditions of Use(external link, opens in a new tab) (opens on the TfL website)
Heathrow Express: When travelling on Heathrow Express services between Heathrow Airport and London Paddington, your ticket is subject to additional conditions.
You can read and download the Heathrow Express Conditions of Carriage(external link, opens in a new tab) (opens on the Heathrow Express website)
Rail Industry Code of Practice
The rail industry offers a range of products and services, and ways of choosing and buying them.
The Code of Practice on retail information for rail tickets and services is primarily for train companies and other retailers, to help them provide the best information so that passengers can understand their choices, plan their journeys with confidence, and achieve value for money. However, you may also find it useful in helping to understand how the industry operates, the choices available to you, the service you should expect, and your rights.
Railway Byelaws
Britain’s Railway Byelaws cover trains, tracks and stations across the country and apply to conduct and behaviour, equipment and safety, control of premises, and travel and fares. To ensure ease of travel and safety for everyone using or working in the railway system, the Byelaws need to be observed.
You can read and download the Railway Byelaws(external link, opens in a new tab) (opens on the gov.uk website)
Passenger’s Charters
Each train company has a Passenger’s Charter, which is a guide to the level of service you can expect to receive when using their stations and train services.
You can find your train company here and access the Charter on their website
Accessible Travel Policy
Train and station operators are required by their operating licenses to establish and comply with an Accessible Travel Policy (ATP), which must be approved by the Office of Rail and Road (ORR). The ATP includes the arrangements and assistance that an operator will provide to protect the interests of disabled people using its services, and how it facilitates that use.
You can read and download the guidance provided by the ORR(external link, opens in a new tab) (opens on the orr.gov.uk website)
You can find your train company here and access the ATP on their website
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