Last month, the long-awaited Railways Bill was published, promising major changes across the rail industry. From track and infrastructure to governance and customer services, rail reform is desperately needed for millions of passengers, and the Government's top priorities are putting passengers first, boosting revenue, cutting costs, and making track and train work seamlessly together. It's a bold ambition, but what will it mean for passengers in practice?
The Railways Bill presents an opportunity for the rail industry to deliver for passengers. But for the Bill to genuinely benefit them, the focus must remain on innovation, fair access, and genuine collaboration between Great British Railways (GBR) and independent rail retailers, because for rail reform to succeed, the industry must come together to make things better for passengers.
At Independent Rail Retailers, our members serve nearly half of all passengers in Great Britain, selling tickets, planning journeys, and delivering excellent customer experiences. They innovate, invest, and put passengers at the heart of everything they do - but they can do even more, which is why getting the Railways Bill right is so important.
For passengers, what matters most is a better rail experience from day one: choice, value-for-money tickets, and easy-to-use booking systems. Over the past two decades, our members have led the way in innovation - from split ticketing to barcode tickets – making travel easier, more seamless and encouraging passengers to keep coming back to rail.
Our members challenge industry norms to make travel better for both passengers and the industry - because innovation doesn't have to stop at what works; it can go further and create even better rail experiences. One example is the Availability Distribution Service (ADS), also known as open data, which could unlock hundreds of fares that retailers and train operating companies currently cannot sell. If retailers had access to this, imagine the growth it could unlock across the network and the revenue it could generate for the industry.
While ADS is the long-term ambition, there are immediate steps that can improve the passenger experience today. Today, rail retailers still lack access to simple but critical tools such as Delay Repay and Passenger Assist. Giving retailers access to these tools is key if the Government wants to make train travel better, boost passenger numbers, and encourage more people to choose rail.
But going beyond that is getting the Railways Bill right. The Railways Bill sets out a clear vision for the future of rail retailing: GBR Retail will become the ticketing arm of Great British Railways, working alongside third-party retailers to sell tickets and help passengers plan their journey. But within the detail of the legislation lies one major unresolved issue - the Code of Practice.
The Bill introduces this Code as the document intended to govern the relationship between GBR and independent retailers, with oversight from the Office of Rail and Road (ORR). On paper, it represents a welcome step towards greater collaboration and clarity, yet a significant gap remains: GBR Retail itself is not subject to the Code. This omission leaves unanswered questions about competition, funding, cost transparency, and whether the market will operate on genuinely equal terms and, most importantly, what it means for passengers.
The Government has recognised that independent retailers add significant value, drive innovation, and attract more customers and has committed that "GBR online retail will compete on a fair and open basis" and will not be treated more favourably than other retailers. However, if the Code of Practice does not cover GBR Retail, how can these commitments be guaranteed? And most importantly, how can passengers be assured of genuine choice and value for money, no matter where they purchase their tickets?
Our members are concerned about how the Bill will define GBR Retail's duties and what safeguards will be put in place to ensure fair competition. From a passenger perspective, transparency is essential: fares, products, and services offered through all retailers, including GBR, must be treated on an equal footing.
Independent Rail Retailers have identified several areas that must be addressed if the Code of Practice is to be truly passenger-focused:
- Full transparency around GBR Retail: clear and separate information on its costs and revenues, ensuring the market operates openly and fairly.
- Consistent application of the Code: rules must apply equally to all retailers, including GBR Retail, so passengers can trust that everyone is playing by the same rules.
- Equal access to key retailing features: fares, products, Delay Repay, PAYG, Passenger Assist and other services that shape the customer experience should be available to all retailers.
- Effective oversight by the ORR: the regulator must have the duties, resources, and tools required to monitor the market and resolve disputes impartially.
Getting these decisions right is essential to creating a retail market that works for passengers, encourages innovation, and ensures fairness and transparency.
By working together, we can ensure the Railways Bill creates a rail system that truly serves passengers for years to come.
