Getting a good deal for transport users

Cathie works with train operating companies to ensure the voice of the user is heard, and represents passengers at the Network Rail Anglia Route Supervisory Board. She also works with Highways England on improving the experience of disabled road users and manages the Transport Focus Accessibility Forum.

Best journey is travelling by rail between Exeter and Newton Abbot in south Devon, where rail meets the sea. Never tire of the view out of the train window.

Keith has over 45 years experience in market research. He is responsible for making sure we have the evidence to support our policy work and recommendations.

Favourite journey: a brake van trip through the long-closed Woodhead tunnel, or London to Brussels on the (also long gone) night ferry.

Jo works with stakeholders in the Midlands and Yorkshire Northeast, using our research to make a difference for road users.

Favourite journey: Driving back to the motherland on a sunny day. How can you ever beat that?!

Kalpna has a background in Business Psychology and currently works within the Corporate Services team assisting both HR and Finance.

Best Journey: Manchester to Sheffield – the view is just beautiful! Worst Journey: Attempting to bring fresh homemade bakes into the office during a very busy morning commute!

Prior to her current position at Transport Focus, Natasha spent over twenty years on the West Coast Mainline with the majority of that time with Virgin Trains. Carrying out various roles from the frontline to the boardroom she has focused on both customer and people throughout her career.

She was a part of the executive team at Virgin Trains for four years as Executive Director People and Culture and as Executive Director Customer Experience. Natasha joined Transport Focus from Chiltern Railways where she was Interim Head of Customer Strategy.

Jon oversees the board and governance team and is responsible for all aspects of corporate governance, including board appointments, business planning, internal audit and information management. After ten years in the private sector, Jon joined British Rail in 1996 before being appointed deputy director and network coordinator of the then Central Rail Users’ Consultative Committee, Transport Focus’s forerunner, in 1998. Jon is a standing member of the change team, oversees the Collaboration Agreement with London TravelWatch, and is a UK Associate of PTSI, a passenger advisory body based in Rutherford, New Jersey.

Jon lives in Margate, Kent, and Montayral, Lot-et-Garonne.

Phil makes sure that government investment in roads is in line with what users want. He is a former civil servant with 20 years experience in transport strategy.

Favourite journey: the best part of any journey is an empty road ahead and scenery to inspire!

Nigel Stevens joined the Transport Focus Board as chair on 1 June 2022. He brings to the Board extensive experience in corporate governance, operational management and logistics; putting the customer first has been a consistent passion for him throughout his career.

He has held a number of senior executive roles in the transport industry including CEO of Transdev UK and Ireland and COO of UK and Ireland at Keolis Group. Prior to that, he served for almost 20 years in the logistics branch of the Royal Air Force including command of the airport and logistic wing at RAF Brize Norton and numerous operational tours in the Middle East and Kosovo. Nigel is a non-executive director of the Royal United Hospitals Trust in Bath.

Favourite journey: the coastal Dawlish stretch of the GWR line, heading en route to my parent’s home in Devon. Worst journey: M5 to Devon during the holiday season!

Ian focuses on the impact of new technologies and business models in transport and looks at extending the ways of gathering feedback from transport users. He also establishes partnerships with other organisations to boost what we can do on behalf of transport users. Ian has previously worked in research agencies, consultancies and ran his own company.

Favourite journey: some of my best journeys have been on a long-distance train down to Cornwall.

Linda chairs the West Midlands Bus Alliance and works closely with senior rail stakeholders in the region. She is the key Transport Focus contact with Govia Thameslink Railway and Network Rail’s Southern route.

Favourite journey: travelling by bus around the Norfolk coast, by Irish Rail around Dublin Bay and from Penzance to St Ives in Cornwall.

Mike joined Transport Focus in 1995 (as part of the then regional network of passenger committees) before moving on to national policy issues. He is heavily involved in fares, franchising and consumer policy.

David manages and advises on surveys of transport users, bringing over 30 years experience in public sector research roles.

Favourite journey: travelling from Paris to Nice on the TGV.

Lee works with key stakeholders, using our research to make a difference for road users and public transport passengers.

Favourite journey: passing under the Disney World banner on a family holiday to Florida and driving over the NASA causeway bridge on the way to Kennedy Space Centre.

Keith is the former chair of the Civil Aviation Authority’s Consumer Panel and is currently chair of the Disabled Persons Transport Advisory Committee, advising the Department for Transport on access, equality and vulnerability issues. He is a panel member at the Competition and Markets Authority, and a member of the Financial Services Consumer Panel at the Financial Conduct Authority. Keith is a barrister, arbitrator and commercial mediator and has particular expertise in alternative dispute resolution and Ombudsman schemes.

David has worked in transport for 40 years. He leads our work in Wales with key stakeholders across national and local government, transport providers and passenger groups, making a difference for transport users.

Favourite journey: seeing the Black Mountains on the Marches train line, or when the sea comes into view along the North Wales coast/Swansea Bay.

Alex spent over five years at Transport for London early in his career working in policy and public affairs. After a brief spell in the voluntary sector, he moved to the Electoral Commission where he was Director of Communications and the Programme Director for the Scottish Referendum (2014) and EU Referendum (2016). Prior to joining Transport Focus, Alex was the Executive Director for Strategy and Operations with the Parliamentary Health Service Ombudsman and Chief Operating Officer at the Pensions Ombudsman.

Favourite journey: any part of the West Highland line.

Robert gathers the views of transport users and shares them with those who can make a difference to their future experiences. He brings almost 30 years experience gained in research agencies to his role.

Favourite journey: a two-day boat trip along the Mekong River in Thailand and Laos.

Eamon has worked in the Corporate Services team since 2002. He manages the premises and services within Transport Focus as well as advising staff on the procurement process.

Best journey: My favourite train journey to date was the trip I took along with my family between Vienna and Salzburg.

Jordan works on policy issues relating to rail fares, Delay Repay and more.

Favourite journey: by train, or more often than not the M6, the best journey is one that ends in the Lake District.

Murray runs the Strategic Roads User Survey, the Logistics and Coach Survey, the annual Motorway Services User Survey, and is our research lead on accessibility issues. He has prior experience in research, customer analysis, and strategy roles mainly within the banking sector. Murray is a certified member of the Market Research Society.

Favourite journey: cycling into work on a bright summer morning... least favourite would have to be cycling home on a wet and windy winter evening!

Arthur spent nine years at Virgin Trains, during which time its customer satisfaction became the best in the rail industry. He has also worked in Cabinet Office and the Department of Energy and Climate Change. Prior to this, he worked as a political, City and transport journalist at The Times. Arthur now chairs London TravelWatch.

Worst journey: travelling from a party political conference in Blackpool when hundreds of people were stranded without good information. But at least it made MPs aware of communication problems and changes were subsequently made, so perhaps it proved to be the best journey.

Colette has worked extensively within local and regional government communications; her previous role was with Merseyside Recycling and Waste Authority. Colette has also worked with Liverpool John Moores University, De Montfort University and initiatives in housing and regeneration.

Favourite journey: Coming into Liverpool Lime Street from anywhere. I’m always in awe of the amazing slice the line makes through the enormous sandstone walls – it’s like looking at layers of history.

David joined Transport Focus in 2006. He has campaigned on issues affecting bus, coach and tram passengers and now oversees work on behalf of all transport users. Prior to Transport Focus, he represented the needs and interests of energy consumers at energywatch, where he was North West regional director.

Favourite journey: Manchester to Sheffield by train. Lovely journey with stunning scenery whatever the weather, though best when bright, cold and sunny.

Having qualified as a solicitor, Anthony worked for five years as principal consumer lawyer for the Consumers’ Association, publishers of Which? This was followed by a year as the legal consultant for Consumers International, a worldwide federation of consumer groups. Prior to joining Transport Focus, Anthony was deputy and acting director of ICSTIS, the regulator of premium rate telephone services. He is also a member of the Civil Aviation Authority’s Consumer Panel.

Favourite journey: top bus journey is the Purbeck Breezer, on rail it’s the trip from Manchester to Sheffield, and the best car journey is the Medway Bridge on the M2. However, nothing tops the journey home.

Geoff ensures the voice of the passenger is at the forefront of service delivery across rail, bus, road and metro throughout the West Midlands. He has 25 years management experience in telecomms, steel, consultancy and sport.

Favourite journey: to my home city of Liverpool - home of football and the school of science that is Anfield.

Daniel is the Digital Communications Officer at Transport Focus, looking after our website and social media channels. Daniel has previously worked in policing with roles at the British Transport Police and the College of Policing. He spent 9 years working in education at City and Islington College.

Favourite journey: London to Edinburgh – the view of the coastline from Newcastle to Edinburgh is just incredible.

Jags has had a varied career journey. He spent five years in market research before deciding to take a career detour firstly within mobile networks at O2 and then at a charity called Shaw Trust. Jags helped people find work who were struggling with mental and physical challenges and then switched over to the marketing team. Keen to bring all his experience together, Jags returns to the research path with the Insight team at Transport Focus. 

Favourite journey: I do like driving up the M40, one of the few untouched motorways, mainly from Slough to Oxford (sometimes further up) especially the part which cuts through Aston Rowant National Nature Reserve near Stokenchurch.

Nigel is responsible for providing professional support on all resource issues, including staff, finance and procurement, premises, and information technology. He joined Transport Focus in 2005 and has substantial experience of the challenges in delivering finance, human resources and IT support services in the public sector.

Favourite journey: one that takes me somewhere fascinating.

Louise has worked in research and insight for more than 15 years and for Transport Focus since 2012. Before joining Transport Focus she worked in various research agencies on a range of projects for government and commercial clients in education, health, transport, financial and other sectors.

Trisha is an experienced chair and non-executive director, with experience in the public, private and voluntary sectors, and with a particular focus on regulated industries. Her professional background is in consumer affairs. For over twenty years she was a senior executive in UK and Scottish consumer organisations. She is widely recognised as a national consumer expert and was awarded an OBE for services to consumer affairs in 2015.

Worst journey: spending eight hours on a return journey between Glasgow and Edinburgh in the 2010 winter freeze, and not even getting off the train, never mind getting to my meeting. We spent half of that journey on a bridge looking down at a motorway, watching motorists being rescued after spending the night in their cars, but I have to say the train staff were heroes!

Mike has been advising on bus policy since 2009, helping to shape research, writing and editing reports and contributing to discussions with stakeholders.

Favourite journey: Eurostar to anywhere.

Nina works closely with Great Western Railway and Network Rail’s Western Route, acting as a ‘critical friend’ on behalf of passengers in the region.

Worst journey: being stranded for 24 hours by a snowstorm at Frankfurt airport two days before Christmas with no flight availability out to Singapore where my family were waiting for me.

Yvonne works closely with our stakeholders to ensure the transport user is represented. She has a background in the careers service, having spent 12 years as a guidance practitioner.

Favourite journey: the journey over Woodhead Pass (A628) through the Peak District. Beautiful all year round but particularly in autumn, when there’s a stunning array of colours. It also signals that I’m nearing home!

Michelle works closely with key stakeholders in Wales to ensure the passenger voice is heard. She has extensive experience in policy and planning, public protection, and quality improvement, gained in environments including education and policing.

Favourite journey: overnight sleeper train from Moscow to St Petersburg, or a slow jaunt on the picturesque Heart of Wales Line.

Louise joined Transport Focus in 2011. She has worked in a variety of areas including getting the best for passengers from rail franchises, helping motorway services operators make improvements for road users and working closely with bus partnerships. She now oversees work on behalf of all transport users.

Favourite journey: having spent many years travelling by train between Leeds and Rochdale nothing beats the view out of the window as you go past beautiful scenery and know you are almost home.

William has been active in Welsh public affairs since 2004 as a county councillor, National Park Authority member and member of the National Assembly for Wales until 2016. He is currently county councillor for Talgarth Ward in Powys. William has a strong interest in rural policy, sustainability and transport. He has been a board member of several organisations in the voluntary sector.

Favourite journey: favourite UK train journey is from Shrewsbury to Barmouth, along the stunning Cambrian Line. Internationally, it has to be the journey from Nice to Marseille.

Martin initially joined Transport Focus in 2013, working in a variety of roles across the organisation, from governance to policy to stakeholder engagement. Since then, he has spent a period working for a bus and community transport operator, and currently as a manager for Community Rail Network. He offers advice and support to Transport Focus on rail industry matters.

Favourite journey: Train from Chur to St Moritz in Switzerland. Breathtaking two hours of stunning scenery and amazing engineering, with spectacular viaducts and spiral tunnels as the train winds its way up the valley. Now a world heritage site https://whc.unesco.org/en/list/1276/.

Rob is a former member of parliament, minister at the Department for Culture, Media and Sport and parliamentary private secretary to George Osborne, Chancellor. He is currently an independent director of the Consumer Council for Water and a non-executive director of the Marine Management Organisation. He is also a Daily Telegraph columnist.

Robert liaises with all levels of Government and transport providers, advocates for the best deal for transport users, and uses our insight to secure improvements for transport users. He joined Transport Focus in 1999, after eighteen years working for British Rail.

Favourite journey: a hark back to childhood days during the summer holidays when we would join a mystery bus tour from Motherwell to some unknown exotic destination. The mystery lasted a few minutes - if the bus turned right it meant Troon or Saltcoats, left it meant Portobello. Happy days!

Toby gathers and analyses the views of transport users to help improve future experiences. He is a market and social researcher with 15 years experience.

Favourite journey: those I make to spend a long weekend watching live music with friends.

Dan works on a range of policy issues including accessibility, passenger information during disruption and personal security. He also contributes to our work on rolling stock design and has managed several projects looking at passenger expectations of new trains.

Favourite journey: the long drive down to Cornwall from Sussex and arriving in a world far removed from the usual train commute to London.

Andrew ensures that all the projects we undertake are regularly reviewed and reported to management team and board each month.

Favourite journey: London St Pancras to Paris via Eurostar - more relaxing than flying, plus you get to see some great countryside.

Hazel joined Transport Focus in 2014 as acting Head of Communications and has since moved on to a public affairs role. She previously worked for an environmental consumer organisation and held several government roles.

Favourite journey: by train, the dramatic stretch from Teignmouth through Dawlish and up the Exe estuary. By road, the A4117 in Shropshire towards Ludlow gives a fabulous view of the ‘patchwork quilt’ type landscape.

Shahid manages the finances for Transport Focus and regular reporting to management team, Board and our sponsors Department for Transport. Previously worked for the NHS.

Favourite journey: Always the one home!

Kate is currently managing director of The Public Good Company, advising on strategy, commercialisation, and growth and service modernisation through technology throughout the public and third sectors. She is vice-chair of Accelerate, an award-winning social enterprise, and was previously a board member for St Martin of Tours which provides accommodation for individuals with mental health needs, and Healthwatch Croydon, the consumer champion for health and social care.

Katherine works on a range of road policy issues, including our work on consumer interests in the switch to electric vehicles.

Favourite journey: from Nuwara Eliya to Ella in Sri Lanka by train.

Sharon has worked for Transport Focus since 2006. She heads up our work on rail contracts – seeking to get a good deal for passengers from the agreements between DfT and bidders/rail operators. She also works with policy and procurement teams to highlight key passenger issues, making recommendations about how they can be addressed and provides advice on passenger satisfaction metrics.

Favourite journey: descending the Dantercepies run to Selva at the end of the Sella Ronda ski circuit