Rail research & publications


May 2015 conference - Diane McCrea

Presentation from Diane McCrea, our Board Member for Wales, at our conference "Putting passengers first: how will the Welsh National Transport Plan deliver?" held in Cardiff on 13 May 2015

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May 2015 conference - Siân Summers-Rees

Presentation from Siân Summers-Rees, Director for Wales, Community Transport Association, at our conference "Putting passengers first: how will the Welsh National Transport Plan deliver?" held in...

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Customer complaint handling procedure (CCHP)

How we can help you – customer complaint handling procedure Transport Focus is the independent watchdog set up by Government to protect the interests of Britain's rail passengers, England’s users of the...

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Workplan 2015-16

Download Transport Focus's workplan to find out how we propose to make a difference for passengers and road users over the next 12 months.

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What passengers want from Customer Reports

The Government now requires new franchisees to produce a ‘Customer Report’ at the beginning of its contract and to provide updates at least once a year. This research was carried out to get a better...

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Research among East Midlands Trains passengers

The current East Midlands franchise – operated by Stagecoach-subsidiary East Midlands Trains (EMT) – will end in October 2015. It is anticipated that the Department for Transport (DfT) will negotiate a...

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PLUSBUS user research report

Passenger Focus carried out this research to better understand existing and potential PLUSBUS users. For existing users we wanted to explore how they currently used the product, key reasons for and against...

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