What next for Passengers’ Charters? Agency report

28 January 2016

This research looks at whether Passengers’ Charters are effective at communicating passenger rights and develops recommendations for how Passengers’ Charters can be improved.

The introduction of Customer Reports has given rise to questions about the future purpose of Passengers’ Charters since both documents cover some of the same areas in terms of passenger rights. The Department for Transport asked Transport Focus to undertake a review of Passengers’ Charters to help assess their continued role and usefulness in the context of consumer protection and passenger rights.

Click the download button, below, to explore the agency reports in more detail. For a high-level summary, please click here.