Rail passengers

Driving positive change on the things that matter most to passengers

Rail travel is going through a significant period of change; however change won’t happen overnight, and we must continue to try and make things better for passengers now.

We are committed to working with decision makers and industry to deliver what matters most: a reliable, punctual service, that represents value for money and is accessible to everyone.

Our research and insight programmes tell us what passengers want, and we use this to engage collaboratively with operators to drive overall satisfaction. An example of this in action is the introduction of train operator scorecards in 2024 which pulls together data on how passengers rate their overall journey, the punctuality of their service, the level of cancellations and satisfaction with complaints. We are using this insight to work with operators and highlight areas where things are going well, and where they can do better.

Our latest work on behalf of rail passengers can be found below.