Rail Archives - Transport Focus

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Launch of ‘Shadow’ Great British Railways – Transport Focus comment

Commenting on the launch of the ‘shadow’ version of Great British Railways, Transport Focus...

Baroness Tanni Grey-Thompson’s experience at London King’s...

Commenting on Baroness Tanni Grey-Thompson's experience at London King's Cross station, Transport...

Rail User Survey – edition 30

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Stranded trains report shows need for greater focus on passenger welfare

Rail industry plans for dealing with stranded trains require greater focus on the safety,...

Improving the passenger experience when trains become ‘stranded’

In Autumn 2022, reports of poor passenger experiences during several ‘stranded train’ incidents...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Rail User Survey – edition 29

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Rail User Survey – edition 28

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Transport Focus Business Plan

Transport Focus has published its new Business Plan which sets out an exciting programme of work...

Rail User Survey – edition 27

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

May bank holiday engineering works – Transport Focus response

Responding to Network Rail’s May bank holiday engineering work plans, Natasha Grice, Director at...

Rail User Survey – edition 26

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Transport Focus public Board meeting in Birmingham

The Transport Focus Board will host its next meeting in public in Birmingham on Wednesday 22 May...

What rail passengers need during extreme heat

The extreme heat experiences of passengers in summer 2022 were unprecedented - with temperatures...

Westminster Energy, Environment and Transport Forum policy conference

Next steps for transport connectivity in the Midlands and North of England Transport Focus...

Rail User Survey – edition 25

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Rail fares rise by 4.9 per cent – Transport Focus comment

Commenting on the rail fares rise of 4.9 per cent in England and Wales on 3 March, Transport Focus...

Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Draft Rail Reform Bill – Transport Focus comment

Responding the draft Rail Reform Bill, Alex Robertson, Chief Executive at the independent watchdog...

West Midlands Trains ticket office proposals – Transport Focus response

On 31 October 2023 Transport Focus objected to train company proposals to close ticket offices....

DfT tap-in, tap-out train travel: Transport Focus comment

Commenting on the announcement of tap-in, tap-out pilot schemes for 90 rail stations in the West...

30 January – 5 February 2024 rail strikes: pre-strike intentions and...

Between 22 and 23 January we asked a representative sample of 2000 people across Britain how the...

Rail User Survey – edition 23

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

Motivations and barriers to train usage

This report explores the motivations and barriers to rail usage. We asked current, lapsed and...

Great British Rail Sale

Commenting on the ‘Great British Rail Sale', Transport Focus chief executive Alex Robertson,...

Train ticket machines Which? analysis – Transport Focus comment

Comment on Which?’s report on the price of tickets at station ticket machines Transport Focus...

LNER fares pilot scheme: Transport Focus comment

Commenting on the announcement of a fares pilot scheme by LNER, Transport Focus chief executive...

Independent Appeals Penalty Fares Panel member recruitment

We are no longer taking applications Transport Focus is looking for up to 15 individuals to form a...

Rail User Survey – edition 22

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

What makes for a clean and safe railway?

Transport Focus has worked with the Department for Transport to understand how cleanliness and...

Network standards audit

In Autumn 2021, Transport Focus and the Department for Transport (DfT) wanted to understand the...

Online ticket retailer fees – Transport Focus comment

Comment on the Office of Rail and Road review of online ticket retailer fees, Transport Focus chief...

Digital signalling – how to communicate the upgrade programme to rail...

The East Coast Digital Programme is a scheme by Network Rail that will introduce in cab digital...

Rail User Survey – edition 21

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Rail strikes: watchdog response to RMT deal and upcoming ASLEF strikes

Commenting on the announcement of a deal with the RMT union and forthcoming ASLEF rail strikes,...

Transport Focus gives evidence to the Senedd

Transport Focus expressed concerns about rail performance in Wales to the Senedd. This resulted in...

Office of Rail and Road investigation into Wales and Western train...

Commenting on the Office of Rail and Road investigation into Wales and Western train performance,...

Transport Focus response to Christmas engineering works

Responding to Network Rail’s Christmas and New Year engineering works plans, Transport Focus...

Transport Focus challenges GWR over running short trains and resulting...

Transport Focus has written to Great Western Railway asking for assurances about the efforts being...

Watchdogs challenge rail industry over East Coast Main Line engineering...

Transport Focus and London TravelWatch have challenged Govia Thameslink Railway and Network Rail...

Rail delays and compensation 2023

The Department for Transport commissioned Transport Focus to carry out research to update the...

Rail User Survey – edition 20

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Independent passenger watchdog publishes response to train company ticket...

Transport Focus has today (31 October) published its responses to train company proposals to close...

Northern’s proposed changes to ticket offices: Transport Focus response

Transport Focus has responded to the proposed changes to Northern's ticket offices. We have...

Train station ticket office consultation

Rail User Survey – edition 19

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Transport Focus response to the announcement on HS2 and transport across...

Responding to the Prime Minister's announcement on HS2 and transport across the North and Midlands,...

30 September and 4 October rail strikes: pre-strike intentions and...

We spoke to a representative sample people across Britain to find out how the upcoming rail strikes...

Avanti West Coast awarded long-term contract – Transport Focus...

Responding to the Department for Transport’s decision to award a long-term contract to Avanti, ...

Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Rail User Survey – edition 18

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Ticket office consultation closes with over half a million responses...

The consultation on proposed changes to ticket offices has now closed with watchdogs Transport...

Ticket office consultation

Aslef and RMT rail strike disruption

Commenting on travel disruption on 1 and 2 September due to two days of planned industrial action,...

Bank holiday engineering works and strikes

Commenting on the upcoming bank holiday engineering works and strikes, Transport Focus director...

460,000 responses to ticket office consultation with one week to go

With one week to go before the public consultation on proposed changes to ticket offices ends,...

26 August rail strike: pre-strike intentions and information survey

We spoke to a representative sample people across Britain to find out how the upcoming rail strikes...

Rail fare increase – Transport Focus response

Anthony Smith, chief executive of independent watchdog Transport Focus, said: “Nobody likes...

Rail User Survey – edition 17

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Passenger expectations of how rail engineering works are managed

In the latest report from Transport Focus, feedback from passengers gives a detailed picture of the...

Old Oak Common – impact of HS2 infrastructure works

Transport Focus undertook qualitative research amongst passengers using the Great Western Main Line...

Passenger rights when train timetables are changed after ticket purchase

Transport Focus supports the rail industry’s Smarter Information Smarter Journeys initiatives to...

Brighton Pride GTR train cancellations

Commenting on GTR's decision not to run any trains to and from Brighton on Saturday August 5 due to...

Watchdog continues to challenge Transport for Wales over poor performance

Disruption to services has caused more pain for rail passengers in Wales. Transport Focus put...

Ticket office consultation extension – Transport Focus statement

Commenting on train company announcements to extend the ticket office consultation period, Anthony...

Response to Department for Transport consultation on revisions to the...

In Spring 2023 the Department for Transport consulted on draft revisions to its National Networks...

100,000 responses to ticket office consultation so far – one week left...

As the public consultation on proposed changes to ticket offices enters its final week, Transport...

20 and 22 July rail strikes: pre-strike intentions and information survey

We spoke to a representative sample people across Britain to find out how the upcoming rail strikes...

Rail User Survey – edition 16

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Rail station ticket office changes – have your say as public...

Passengers are asked for their views on the proposed closure of the majority of ticket offices in...

Improving passenger comfort: why we need good trains and sound track

Head of Innovation and Partnerships, Ian Wright will deliver the keynote speech 'Designing...

Transport Focus response to Office of Rail and Road consultation on...

In April 2023 the Office of Rail and Road consulted on proposals from Network Rail to modify the...

Can rail competition still deliver good outcomes for passengers?

Sharon Hedges, Senior Stakeholder Manager at Transport Focus, will be speaking at the ‘Can rail...

Rail user survey – edition 15

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Supporting the rail industry to meet the demands of a post-pandemic...

Our Senior Stakeholder Manager, Sharon Hedges, will be on the panel for the upcoming New...

LNER extends single leg pricing

Commenting on the extension of the LNER single leg pricing trial, Transport Focus chief executive...

31 May and 2-3 June rail strikes: pre-strike intentions and information...

We spoke to a representative sample people across Britain to find out how the upcoming rail strikes...

Rail user survey – edition 14

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Watchdog evidence to Transport Committee Inquiry into strategic road...

Transport Focus gave evidence to the Transport Committee’s 2023 inquiry into strategic road...

Transpennine Express to be brought into operator of last resort –...

Commenting on the announcement that Transpennine Express will go into the control of operator of...

12 and 13 May rail strikes: pre-strike intentions and information survey

We spoke to a representative sample people across Britain to find out how the upcoming rail strikes...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

Don’t risk missing the party – check before you travel, Transport...

Eurovision partygoers heading to Liverpool for the final could be caught out by rail strike...

Potential rail industry initiatives – passenger satisfaction analysis

This research looks to understand the extent to which more than 50 potential initiatives could...

Four more rail strike days – Transport Focus response

Rail workers at various train companies will go on strike on Friday 12 May, Saturday 13 May,...

Transport for Wales performance letter

Following months of disruption to Transport for Wales rail services Transport Focus has written to...

A shorter window to plan rail travel?

The rail industry is proposing to change timetable planning rules, to provide timetables eight...

Coronation and Eurovision travel

Transport Focus wanted to understand more about how and when passengers might be travelling during...

Rail user survey – edition 13

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Rail user survey – edition 12

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Transport Select Committee – minimum service levels

The Government is currently progressing a Bill that would enable the railway to run a minimum level...

Smarter Information, Smarter Journeys – improving passenger...

Transport Focus and the Rail Delivery Group have worked together to deliver a programme of research...

Network Rail Wales and Western region: passenger research for 2024- 29...

Network Rail’s Wales and Western region wanted to ensure that its business plan was based on...

Avanti West Coast contract extension – Transport Focus comment

Responding to the Department for Transport's decision to extend Avanti West Coast's contract for a...

16 and 18 March rail strikes: pre-strike intentions and information survey

We spoke to a representative sample people across Britain to find out how the upcoming strikes,...

Rail Cymru Conference 2023, Cardiff

Senior manager Wales, David Beer, will be at the Rail Cymru Conference 2023 in Cardiff. He will be...

Transforming rail travel – what do passengers want?

Transport Focus speaks to thousands of passengers each year as part of large-scale ‘tracker’...

Rail fares rise by 5.9 per cent – passenger watchdog responds

Responding to today’s 5.9 per cent annual rail fare rise, Transport Focus director David...

TransPennine Express passenger experience survey

Transport Focus has been monitoring the experience of passengers travelling with TransPennine...

Avanti West Coast passenger experience survey

Transport Focus has been monitoring the experience of passengers travelling with Avanti West...

Improving the passenger experience when rail services are disrupted

Transport Focus has worked with Avanti West Coast to seek to understand passengers’ experiences...

Rail user survey – edition 11

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Rail strikes: impact on passengers

This is the latest in a series of publications from Transport Focus looking at the passenger...

Rail passenger satisfaction – key driver analysis

What drives rail passenger satisfaction? This report summarises key driver analysis using six...

How far in advance should train times and tickets be available in online...

In February 2023 Transport Focus surveyed passenger to understand views about when train times...

Rail fares reform – watchdog comments

Rail fares reform took a step forward today with the announcement of a further trial of single-leg...

1 and 3 February rail strikes: pre-strike intentions and information...

We spoke to a representative sample of more than 2000 people across Britain on 23 and 24 January,...

Rail passenger satisfaction drops again

Rail passenger satisfaction has continued to fall following months of industrial action and poor...

Rail user survey – edition 10

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Watchdog warns rail operators to play fair as penalty fare increases

Transport Focus has called for discretion as the penalty for travelling without a valid train...

Short-notice train cancellations – watchdog comment

The rail regulator has written to industry to call for more transparency on last-minute...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

Improving Turbostar trains: it’s what’s on the inside that counts

“The only things I’m bothered about are power points and comfy clean seats, because everyone is...

Rail fares rise – passenger watchdog responds

Responding to the Department for Transport rail fares rise announcement, David Sidebottom, director...

TransPennine Express ‘do not travel’ order – watchdog response

TransPennine Express has issued a 'do not travel' alert following a 'rostering system issue'...

24-27 December and 3-7 January rail strikes – pre-strike intentions...

We spoke to a representative sample of more than 2000 people across Britain between 16-18 December,...

Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Rail user survey – edition 9

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Watchdog at Transport Select Committee – view again

On Wednesday 14 December our chief executive, Anthony Smith, gave evidence to the Transport Select...

Travel advice – rail disruption

13-17 December rail strikes: pre-strike intentions and information survey

We spoke to a representative sample of more than 2000 people across Britain on 5 and 6 December, to...

Britain’s railway: what matters to passengers

We asked over 15,000 rail passengers across Great Britain to tell us what is important to them. The...

‘Back to basics’ – what passengers want from rail services

Better value fares, trains you can rely on and more of them please say passengers. Independent...

Run the trains on time, more of them, and keep us better informed –...

“It was awful and if it was like that again, I would consider alternative travel options in...

Avanti and TransPennine Express disruption – passenger experiences

Independent watchdog Transport Focus spoke to more than 1000 Avanti and TransPennine Express...

Watchdog responds to new RMT strikes dates

Responding to the announcement of further RMT strikes in the run-up to Christmas, Transport Focus...

Rail passenger satisfaction dips

Rail passenger satisfaction overall has fallen from 87 per cent to 84 per cent in Transport...

Rail User Survey – edition 8

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Changing trains versus direct trains

We have undertaken research in partnership with Network Rail to explore passengers’ views on...

Rail passenger views on printed timetables and how far in advance...

During the Covid pandemic, the rail industry paused the production of printed timetables, booklets...

Rail strikes cancelled – watchdog response

Today the RMT announced that it had called off the strikes planned for next week. David...

5-9 November rail strikes: pre-strike intentions and information survey

Transport Focus surveyed people to understand the expected impact of the national strikes on...

Transport Focus response to consultation on rail Penalty Fare value reform

Transport Focus's response to the Department for Transport’s consultation on the proposed changes...

Reduced timetables – the passenger experience

Transport Focus has been monitoring the passenger experience on both Avanti West Coast and...

Rail User Survey – edition 7

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

World Passenger Festival

Fixing it for rail passengers! Improving experience and communications during disruption. Our...

8 October strike: passenger experience and information survey

In this survey we spoke more than 2000 people across Britain who travelled or were affected by the...

Avanti contract extension – watchdog responds

Today the Department for Transport announced a short-term extension to the rail operator Avanti for...

1 October strike: passenger experience and information survey

We asked a representative sample of 2000 people about their experiences of travelling during the...

Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

1 October rail strikes – will people still travel?

On Saturday 1 October national rail strikes will impact almost the whole network. During this...

1 October rail strikes – passengers’ intent to travel

On Saturday 1 October national rail strikes will impact almost the whole network. During this...

Avanti reduced timetable – passenger experiences

Transport Focus spoke to members of its Transport User Panel to better understand their experiences...

Rail User Survey – edition 6

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

National rail strikes – the passenger experience August update

This report is the third in a series summarising Transport Focus’s activities and findings...

Avanti timetable disruption – correspondence

Avanti West Coast has had a series of short-notice cancellations caused by staff shortages. It...

18 and 20 August rail strikes – passenger experience and information...

This report shows how everyone who travelled or was affected by the strike disruption between 18...

Rail User Survey – edition 5

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Avanti timetable disruption

Rail strike feedback

The railway will be disrupted by strikes and the knock-on effects. Transport Focus is monitoring...

National Rail strikes July 2022 – the passenger experience

On Wednesday 27 July and Saturday 30 July 2022 passengers travelling by train experienced...

Rail fares July RPI – watchdog responds

Responding to the announcement that rail fares in England will rise below the rate of inflation...

18 and 20 August rail strikes: pre-strike intentions and information...

This report shows the expected impact of the strikes on 18 and 20 August and the potential knock-on...

Rail disruption

Rail strikes – 13 August update

Aslef members at Avanti West Coast, CrossCountry, Greater Anglia, Great Western Railway, Heathrow...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

Extreme heat, July 2022: the passenger experience

On Monday 18 and Tuesday 19 July, Britain experienced its highest ever recorded temperature. A red...

27 July rail strikes: passenger experience and information survey

We asked a representative sample of 2000 people about their experiences of travelling during the...

Aslef rail strikes – passenger watchdog responds

Commenting on the Aslef union strikes on Saturday 30 July, Transport Focus chief executive, Anthony...

Rail User Survey – edition 4

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

27 July rail strike: pre-strike intentions and information survey

We asked a nationally representative sample of 2000 people about their plans to use rail during the...

Rail Satisfaction Survey

Our previous work in autumn 2021 showed that, in principle, passengers can be recruited...

Fresh rail strikes announced – passenger watchdog responds

Commenting on the announcement of strikes on two days in late July and two in mid-August by the...

Annual report and accounts 2021-22

Transport Focus’s annual report and accounts 2021-22, which includes the organisation’s...

National rail strikes: easing the pain for passengers

What was the experience of the national rail strikes for passengers? Transport Focus’s...

National Rail strikes June 2022 – the passenger experience

In the week of 20 June 2022 rail passengers across Britain who use National Rail services...

Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Rail User Survey – edition 3

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Rail strikes: passenger experience and information survey

Each weekend Transport Focus asks a representative sample of 2000 people from across Great Britain...

Rail strikes – Saturday update

This is the first strike happening at a weekend, so there is more of an impact on leisure travel...

Rail strikes – Friday update

Today there is no industrial action, but fewer trains are running than normal. We’re hearing...

Rail strikes – Thursday update

This is the second day of strikes, the third of reduced services. We’ve been out to stations...

Rail strikes – Wednesday update

There was no rail strike today, but things are still not quite ‘back to normal’. Yesterday was...

Rail strikes: pre-strike intentions and information survey

Over the weekend of 17 – 19 June we asked a nationally representative sample of 2000 people about...

Rail strikes – Tuesday update

On day one of the strikes, overall things seem pretty quiet. People have heard the message to avoid...

Rail ‘strike day’ timetables – passenger watchdog response

Following the announcement of the rail ‘strike day’ timetables, Transport Focus chief executive...

National rail strikes

Rail reform latest: watchdog comment

How can passengers best be represented in the future? Today the Department for Transport...

National RMT union rail strikes – passenger watchdog responds

Commenting on the announcement of a national three-day strike by the RMT union, Transport Focus...

Rail User Survey – edition 2

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Digital communications officer job pack

Transport Focus is looking for a digital communications officer to play a key role in a small but...

National rail strikes – watchdog response

Last night the RMT union announced that its members have balloted for strike action. Mike...

Scotrail timetable changes – watchdog responds

Yesterday Scotrail confirmed its emergency timetable to tackle recent disruption. Robert Samson,...

New Chair announced

Today the Department for Transport announced the new Chair of Transport Focus will be Nigel...

Rail User Survey – edition 1

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

Watchdog welcomes rail fare sale

Government and the rail industry today launched a sale of up to 50 per cent off over a million rail...

Planned rail engineering work over the Easter weekend – Transport...

With rail engineering work due to take place across the Easter weekend, operators have advised...

Rail User Weekly Survey – train operator results

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

National Rail Recovery Conference

Chief executive Anthony Smith will be a guest speaker at the National Rail Recovery Conference on 4...

Workplan 2022-23

Here is Transport Focus’s workplan for 2022-23. We aim to make a difference by making...

Rail User Weekly Survey – week 27

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Rail User Weekly Survey – week 26

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Rail User Weekly Survey – week 24

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Tips on finding cheaper train tickets

Whole Industry Strategic Plan – Transport Focus submission

In December Great British Railways Transition Team (GBRTT) issued a call for evidence on the Whole...

Passenger voices – comments on cleanliness and staff from the Rail...

This report explores passenger comments collected from the Rail Weekly User Survey to understand in...

Rail User Weekly Survey – week 23

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

£84m investment for Manchester and North West rail passengers

Commenting on the announcement of £84 million investment for Manchester and North West rail...

Rail User Weekly Survey – week 22

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Have your say: Moorside station ticket office closure

Rail User Weekly Survey – train operator all factors analysis

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Rail User Weekly Survey – week 22

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Rail fares rise – Transport Focus comment

Commenting on the 3.8 per cent increase in rail fares from today, Anthony Smith, chief executive of...

Tram and metro passengers welcome £150 million funding

Commenting on the announcement from the Department for Transport on providing £150 million to...

Rail User Weekly Survey – week 21

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Ticket offices in Scotland – update

Rail passengers in Scotland have had their say on ScotRail proposals to change various ticket...

ScotRail ticket office consultation

ScotRail ran a 21-day consultation with proposals for amending ticket office hours at many of its...

Transforming rail travel – what do passengers want?

Transport Focus speaks to thousands of passengers each year as part of large-scale 'tracker'...

Rail User Weekly Survey – week 20

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Rail User Weekly Survey – trend analysis report

This report looks at trend results from the Rail User Weekly Survey over the twenty weeks the...

RAIL webinar: reimagining and rebooting our passenger railway

Chief executive, Anthony Smith, is speaking at a RAIL webinar on reimagining and rebooting our...

Rail: North of the Border Conference and Exhibition

Our Scottish Board member, Trisha McAuley, is chairing the Rail: North of the Border Conference and...

Rail User Weekly Survey – week 19

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Rail User Weekly Survey – train operator results

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Rail User Weekly Survey – week 18

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Rail User Weekly Survey – week 17

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Unnecessary train announcements review – Transport Focus response

Responding the government review into train announcements that add unnecessary noise and disruption...

Rail User Weekly Survey – week 16

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

Travel to work survey

Transport Focus carried out research about travelling to work using its Transport User Panel. This...

Rail User Weekly Survey – week 15

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Have your say: changes to ScotRail ticket office hours

ScotRail has proposed changes to the ticket office opening hours at 120 of its stations. Under...

Have your say: changes to ScotRail ticket office hours

ScotRail ticket office consultation – Transport Focus response

Commenting on the ScotRail ticket office consultation starting tomorrow, Transport Focus senior...

Suspension of services over Christmas – correspondence with Southern...

On Wednesday 5 January Transport Focus sent a letter to Angie Doll, managing director at Southern...

New temporary train timetables – passenger watchdog responds

Responding to the announcement of temporary revised timetables due to staff shortages from Covid,...

Rail User Weekly Survey – week 14

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Train cancellations due to staff shortages – watchdog responds

Responding to rail services being cancelled in the run-up to Christmas due to staff shortages from...

Rail fares – Transport Focus comment

Today the Government announced that rail fares will increase by inflation (RPI - 3.8 per cent) from...

Week 71: Travel during Covid-19 survey

In the seventy-first week of Transport Focus’s travel during Covid-19 survey, we spoke to over...

Rail User Weekly Survey – week 13

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

What drives rail passenger satisfaction?

Transport Focus's Rail User Weekly Survey monitors passenger experiences of travelling by rail...

Making claiming for train delays easier

Commenting on the new Office of Rail and Road train operator delay compensation licence condition,...

HS2 – What passengers want from train interiors

Transport Focus worked with HS2 Ltd and Arup to understand what passengers wanted from the layout...

Rail User Weekly Survey – week 12

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Week 70: Travel during Covid-19 survey

In the seventieth week of Transport Focus’s travel during Covid-19 survey, we spoke to over 2000...

Long term rail plans – transport watchdog comment

Today Great British Railways launched a consultation for its 30-year whole industry strategic...

Communicating with passengers about engineering works during the pandemic:...

Communicating with passengers about engineering works during the pandemic: Research among...

Rail passengers harder to update about engineering works during pandemic

Rail operators found it more difficult to notify passengers of engineering works this year, an...

Chiltern railways contract – Transport Focus comment

Today Chiltern Railways announced it had signed a new six-year contract with the Department for...

Rail User Weekly Survey – week 11

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Rail User Weekly Survey – week 10

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Announcements on trains – the passenger view

Transport Focus carried out research to inform decisions about improving information for train...

Rail User Weekly Survey – week 9

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Week 68: Travel during Covid-19 survey

In the sixty-eighth week of Transport Focus’s travel during Covid-19 survey, we spoke to over...

Integrated Rail Plan – Transport Focus response

Responding to the Integrated Rail Plan, Transport Focus chief executive Anthony Smith,...

Contactless pay-as-you-go train ticketing to be introduced in the Midlands...

Commenting on the announcement of Pay-As-You-Go ticketing for more rail stations, Transport Focus...

Rail User Weekly Survey – week 8

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Rail User Weekly Survey – week 7

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Flexi season ticket survey

What do rail commuters think about the new flexi season ticket introduced in June 2021? To find out...

Salisbury train crash – Transport Focus response

On Sunday evening, a Great Western and a South Western Railway service collided to the east of...

Rail User Weekly Survey – week 6

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Rail User Weekly Survey – week 5

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Returning rail passengers have their say in new survey

Almost nine in 10 rail passengers were satisfied with their last journey in a new survey by...

Rail User Weekly Survey

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

ScotRail May 2022 timetable consultation – Transport Focus response

ScotRail’s May 2022 proposed timetable is geared to being a foundation to encourage a return to...

LNER proposed ticket office changes – Transport Focus response

LNER has proposed changes to the ticket office opening hours at 13 of its stations. Under the...

Westminster Energy, Environment & Transport Forum policy conference

Next steps for reform of the UK rail system and priorities for developing services and...

Southeastern: Government’s takes over service

Commenting on Government’s Operator of Last Resort taking over Southeastern services, Transport...

End of the five-day commute, rail passengers say

Less than one in 10 rail commuters, who are able to work from home, say they expect to commute five...

Future rail commuting survey

Transport Focus surveyed rail commuters that could work from home and the extent to which they plan...

Beyond social distancing: building confidence in public transport

This research provides an in-depth understanding of how passengers feel about using public...

Back on board? Passengers have their say on return to public transport

How do people feel about Covid-19 restrictions easing on public transport? In our latest...

Week 61: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 58-61 of Transport Focus's...

Transport Focus responds to Senedd Committee call for priorities

Transport Focus has submitted a response to the Senedd Climate Change, Environment and...

Week 60: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 57-60 of Transport Focus's...

Week 59: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 56-59 of Transport Focus's...

Have your say: changes to LNER ticket office hours

LNER has proposed changes to the ticket office opening hours at 13 of its stations. Under...

Have your say: changes to LNER ticket office hours

Westminster Energy, Environment & Transport Forum policy conference

Rail contracts manager, Sharon Hedges, is speaking at the Westminster Energy, Environment &...

Week 58: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 55-58 of Transport Focus's...

Train fares Retail Price Index announcement – Transport Focus response

Today the RPI figure for July was revealed as 3.8 per cent. This has traditionally been used...

Reservation-only services on LNER

In 2020, in response to the Covid-19 pandemic, LNER introduced a requirement that passengers have a...

Rail Industry Forum

Rail contracts manager, Sharon Hedges, will be speaking at the Rail Industry Forum. Key themes of...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...

Week 57: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 54-57 of Transport Focus's...

Week 56: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 53-56 of Transport Focus's...

Return to rail: what do passengers want?

In this report we have looked at experiences of rail travel during Covid-19 and expectations and...

Week 55: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 52-55 of Transport Focus's...

Passengers expect improvements to screens at stations

Over time screens at stations should be replaced with higher resolution white on black displays, a...

Passenger information at railway stations

Transport Focus, working with Network Rail and the Rail Delivery Group, asked passengers about the...

Week 54: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 51-54 of Transport Focus's...

Engaging with customers in the new customer reality

Different customer groups have been impacted very differently by Covid-19, and the transport sector...

Annual report and accounts 2020-21

Transport Focus’s annual report and accounts 2020-21, which includes the organisation’s...

Week 53: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 50-53 of Transport Focus's...

Easing lockdown: what people think about social distancing on public...

“I sat on a train where there were people standing in the aisles, I’ve had a jab but I still...

Understanding attitudes to social distancing and face coverings on public...

Transport Focus has looked into how people feel about social distancing on public transport. We...

Week 52: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 49-52 of Transport Focus's...

Week 51: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 48-51 of Transport Focus's...

Flexible rail season tickets explained

Rail flexible season tickets – watchdog comment

Today the new flexible season ticket became available to buy. Anthony Smith, chief executive of...

Train passengers anxious about increasingly busy trains

Nearly half of train passengers told the watchdog it was busier than expected on board. And nearly...

Week 48: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 45-48 of Transport Focus's...

Week 47: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 44-47 of Transport Focus's...

Feedback on inclusive transport campaign – Transport User...

The Department for Transport asked us test a campaign to raise awareness of disabled transport...

Public transport – a cleaner future?

Our insight has always shown that cleanliness is important to passengers, even before the pandemic....

Williams-Shapps Plan for Rail: passenger response

Commenting on the Williams-Shapps Plan for Rail, Transport Focus chief executive Anthony Smith...

Increase in rail services – Transport Focus comment

Commenting on the increase in rail services from Sunday 16 May, Transport Focus chief executive...

Week 45: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 42-44 of Transport Focus's...

Hitachi trains to return to service – Transport Focus comment

Following the news that Hitachi, train operators and Government have agreed a plan to reintroduce...

Better information needed amid ongoing rail disruption

Transport Focus is calling on rail operators to focus on three key areas amid ongoing disruption...

Disruption caused by train safety checks – correspondence with the...

Transport Focus chief executive Anthony Smith wrote to the Rail Delivery Group on 10 May regarding...

Rail service cancellations – Transport Focus comment

Commenting on rail service cancellations while safety checks are conducted on high-speed trains,...

Week 44: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 42-44 of Transport Focus's...

Measuring satisfaction and mystery shopping on Greater Anglia

Greater Anglia measured customer experience in addition to the regular National Rail Passenger...

Week 43: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 41-43 of Transport Focus's...

Watchdog calls for better information to help passengers social distance

Transport Focus is calling for all transport operators to give passengers the information they need...

Will there be space on board?

Reliable information about how much space there is right now or is expected to be in the future can...

Transport User Community – National Rail personalised disruption...

We wanted to understand how our Transport User Community normally check for journey information or...

Digital transformation and net zero – roundtable discussion

Head of innovation and partnerships, Ian Wright, will be speaking at the Chartered Institution of...

Week 42: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 40-42 of Transport Focus's...

Accessible transport: unlocking a better normal – upcoming event

What are the challenges disabled people have faced over the last year, and what have transport...

Rail commuting and flexible season tickets

There has been much talk about Covid-19 changing commuting patterns in the future. Is working...

Extension of rail travel vouchers – Transport Focus comment

Following the news that rail travel vouchers have been extended by six months, Transport Focus...

Bank holiday rail engineering works – Transport Focus comment

Commenting on the early May bank holiday rail engineering works, Transport Focus director David...

Improving passenger experience post-pandemic

Stakeholder manager, Catherine Folca, will be speaking at the Accelerate Rail roundtable...

Week 41: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 39-41 of Transport Focus's...

Week 40: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 38-40 of Transport Focus's...

Peloton’s Spotlight north of England

Director, David Sidebottom, will be speaking at Peloton's Spotlight north of England event...

Transport Focus comment as rail industry prepares for more passengers

As the rail industry prepares for the next step out of lockdown in England on 12 April, Transport...

TransPennine Express passenger information

This report sets out work carried out in October 2019 for TransPennine Express into rail passenger...

Watchdog helps improve Covid travel information for passengers

Transport Focus has been working with rail operators to improve online passenger information. As...

Clarity of information for transport users – train company website...

Providing clear and accurate information to passengers has always been a priority. Traditionally it...

The West Coast Partnership’s stakeholder conference

Director, David Sidebottom, will be speaking at The West Coast Partnership’s first stakeholder...

ScotRail to move to Scottish Government ownership – Transport Focus...

Commenting on the announcement that ScotRail is to move to Scottish Government ownership, Transport...

Rail Penalty Fare value reform – Transport Focus response

Responding to the Department for Transport consultation on the proposed changes to the value of...

Easter rail engineering works – Transport Focus comment

Commenting on the Easter rail upgrade works announced by Network Rail today, Transport Focus chief...

Ventilation on public transport – Transport User Community

What do passengers think about ventilation on board bus and rail services? How important is it in...

Open windows better than air conditioning on public transport, say...

Passengers see open windows as the most effective method of ventilation for reducing Covid-19...

Rail fare increase – Transport Focus response

Commenting on the rail fare increase, which took effect today, Transport Focus chief executive...

New trains for the Merseyrail Network – What passengers want

Transport Focus worked with Merseytravel to establish what passengers wanted from new trains on...

Trailblazing role of passengers in designing the Liverpool City Region’s...

“What features would you like to see on your new trains?” Transport Focus asked local people...

Cleanliness on public transport – transport user community

What cleaning measures do passengers assume are taking place on rail and bus? Are they assumed to...

Transport for Wales rail fares increase – Transport Focus comment

Following the announcement that Transport for Wales will increase the cost of regulated rail fares...

Week 36: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 34-36 of Transport Focus’s...

Week 36: Travel during Covid-19 survey

In the thirty sixth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Getting the best deal for transport users in Scotland – Transport...

Tuesday 16 February 2021 2pm - 3.15pm Transport Focus’s Board will be meeting in public to...

Week 35: Travel during Covid-19 survey

In the thirty fifth week of Transport Focus’s travel during Covid-19 survey we spoke to over 2000...

Space, cleaning and covering up – transport users’ pandemic...

How can transport operators help passengers travel with confidence now and, when the time is right,...

Travel during Covid-19: key lessons for 2021 and beyond

Looking back at our insight in 2020 provides a number of key lessons about what makes people feel...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a Guest Satisfaction Survey for Serco Caledonian Sleeper which has been used...

Investment into reopening rail lines – Transport Focus comment

Today the Department for Transport announced a £794 million investment package into reopening East...

Travel drops as lockdown hits

How are people feeling about travelling during lockdown? Transport Focus has been speaking to...

Week 34: Travel during Covid-19 survey

In the thirty fourth week of Transport Focus’s travel during Covid-19 survey we spoke to over...

Week 34: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 32-34 of Transport Focus’s...

Are we there yet? Helping transport users to make sustainable travel...

“I think that far too many people are using cars for journeys which could easily be done by...

Reduced rail services – Transport Focus comment

Commenting on reductions to rail services to reflect lower demand and staff shortages, Transport...

Principles for amending public transport timetables

In the coming days and weeks it is likely that public transport timetables will be reduced,...

Keep helping passengers social distance says transport watchdog

New analysis by Transport Focus confirms the ability to keep a safe distance from other passengers...

Perceptions of safety on public transport – key drivers analysis

This key driver statistical analysis used data from 13 waves of the Travel during Covid 19 survey,...

Christmas travel refunds for rail and coach passengers – Transport Focus...

Commenting on the Government decision to offer refunds for cancelled Christmas train and coach...

Rail fare increase – Transport Focus response

Tonight the Government has announced an above-inflation increase on regulated fares, delayed to...

Rail passenger rights

Rail passenger numbers July-September – Transport Focus comment

Commenting on the Q2 (July to September) 2020-21 rail passenger usage data released by the Office...

Rail timetable planning for 2021 – Transport Focus comment

Commenting on concerns raised by the Office of Rail and Road about timetable planning for 2021 and...

Christmas travel window – letter to rail operators

Transport Focus has written to rail operators on behalf of those who intend to travel during the...

WATCH NOW: the transport user Covid debate

Here's your chance to watch the transport user Covid debate, exploring what transport users need to...

Annual report and accounts 2019-20

Transport Focus’s annual report and accounts 2019-20, which includes the organisation’s...

Nationalisation of the Transport for Wales rail franchise –...

Commenting on the nationalisation of the Transport for Wales rail franchise, Transport Focus chief...

Great Western Railway timetable change

In December 2019 Great Western Railway (GWR) introduced the biggest timetable change on the...

New funding deal for Arriva CrossCountry – Transport Focus comment

Commenting on the announcement that the Government has signed a new contract with Arriva to protect...

New veterans railcard – Transport Focus comment

Commenting on the launch of the new veterans railcard, Transport Focus chief executive Anthony...

Transport User Community – recent restrictions and rail and bus...

This report from covers Transport Focus’s Transport User Community’s thoughts on recent...

Transport User Community – rail refunds and fee changes

This report from covers Transport Focus’s Transport User Community's thoughts on National Rail's...

Workplan 2020 – 21

Transport Focus's 2020 - 21 workplan sets out our key campaign and work objectives plus financial...

No refund or extension on railcards – Transport Focus comment

Following the Government decision not to offer refunds, extensions or discount on renewal for...

HS2 Customer Community

Many topics have been explored over the past two and a half years with our Customer Community –...

Northern Customer Experience Survey

The Northern Customer Experience Survey was conducted throughout the year across most four week...

Compulsory seat reservations on rail – letter to industry

Transport Focus has raised concerns with the rail industry about confusion over compulsory...

Face coverings on rail – Transport Focus comment

Today the rail industry launches a trial of a scheme to encourage more people to wear face...

Transport User Community – recent bus and rail journeys

This report from Transport Focus’s Transport User Community summaries users’ recent experience...

‘Informed traveller’ correspondence

For passengers to plan rail journeys, let alone buy tickets, they need to know what is running...

Transport User Community – rail reservations and virus risk

This report summaries the findings from Transport Focus’s new Transport User Community covering...

Engineering works at King’s Cross – passenger reactions to...

Network Rail is delivering a £1.2 billion investment programme to upgrade the East Coast Main...

Transport User Community – rail leisure travel and urban travel

This report summaries the findings from Transport Focus’s new Transport User Community covering...

Rail fares rise – watchdog calls for better fares deals to get...

Following the announcement of July’s Retail Prices Index as 1.6 per cent, Transport Focus is...

Head Out to Help Out: get passengers back on board with better fares...

Transport Focus is calling on the Government and train companies to work together to offer...

Transport User Community – rail fares and flexible ticketing

This report covers summaries the findings from Transport Focus’s Transport User Community...

Bouncing Back (virtual event)

David Sidebottom will be speaking at this event on adjusting to rail demand after Covid-19. The...

Transport User Community – return to rail travel

This report summaries the findings from Transport Focus’s new Transport User Community covering...

Covid-19 reduced timetable report

At the start of lockdown, the rail industry wanted to understand whether the reduced timetable...

Covid-19 rail commuter community – weeks one and two summary report

This report covers summaries the findings from Transport Focus's new Covid-19 rail community...

‘Keep improvements on track’: rail passengers welcome investment in...

“Keep things simple, look after your regular customers and please communicate as much as you...

Understanding the impact of railway staff

In recent years the role of staff on the railway has become an increasingly contentious issue. As...

End of the Monday-Friday commute? Transport watchdog calls for urgent rail...

Independent watchdog Transport Focus has written to the Secretary of State for Transport calling...

National Rail Passenger Survey – NRPS – spring 2020 – main report...

Transport Focus surveys more than 50,000 passengers a year to produce the National Rail Passenger...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a Guest Satisfaction Survey for Serco Caledonian Sleeper which has been used...

Age and the train: How younger and older people use the train

What do older and younger people have in common when it comes to thinking about train travel? As it...

Refurbishing train carriages to suit passenger needs

Transport Focus, London TravelWatch and Porterbrook commissioned the below research report to...

National Rail Passenger Survey Autumn 2019 – technical report

This document outlines the methodology and technical details for the National Rail Passenger Survey...

A dual measurement approach to the National Rail Passenger Survey in...

This report outlines the methodology for the ScotRail National Rail Passenger Survey following...

Personal security on trains – what passengers think

In August 2019 we asked our Transport User Panel about how they felt about personal security during...

Measuring passenger satisfaction and mystery shopping on Greater Anglia

Transport Focus and its agency measured customer experience on Greater Anglia between April and...

Watchdog welcomes clarity for Great Western and Southeastern passengers

Today the Government announced new contracts for the operators of Great Western and South Eastern...

Have your say: proposal to close Newhaven Marine station

Please be aware of the consultation to close Newhaven Marine station. The consultation period...

Transport User Voice – latest newsletter

The March 2020 of Transport User Voice is out now. You can read more on: our Sort My Sign...

King’s Cross station closure

The closure of London King's Cross station over the August bank holiday weekend in 2019 is part of...

Action plan for NRPS

The Office for Statistics Regulation published its report following an assessment of the National...

Reliability on high frequency rail routes – what passengers think

This report contains the findings of passenger research commissioned by Transport Focus in...

On time, or was it?

If trains are all late, but you get to where you need to be on time, is that late? Transport...

Transport Focus response to Northern franchise changes

David Sidebottom, director at the independent watchdog Transport Focus, said: “After years of...

Unreliable trains sap passenger satisfaction

Dire performance continues for many as passengers in some areas still can’t rely on their train...

Signs of improvement for rail passengers in Scotland

Rail passengers in Scotland have recorded one of the biggest improvements in rail satisfaction...

Rail passengers in Wales say ‘much of the same’

The independent watchdog has warned that Welsh rail passengers are among the least satisfied in...

Satisfaction with rail at all-time low in West Midlands

West Midlands passengers registered disapproval with recent ‘awful’ performance, as rail...

Satisfaction with rail near all-time low in the north

Rail passengers in the north are reporting the lowest satisfaction since surveys began after...

Satisfaction with rail still at an all-time low for South Western Railway...

Delay and strike-blighted South Western Railway passengers continue to report the lowest...

National Rail Passenger Survey – NRPS – autumn 2019 – main report

Transport Focus surveys more than 50,000 passengers a year to produce the National Rail Passenger...

Reliability on high-frequency rail routes – what passengers think...

This report contains the findings of passenger research commissioned by Transport Focus in...

Transport Focus comments on regulator’s investigation on Network Rail...

Commenting on the Office of Rail and Road investigation into Network Rail’s poor performance,...

Transport Focus welcomes new split ticketing tool

Rail ticket retailer trainline.com has launched a new split-ticketing tool on its app. Anthony...

Transpennine Express to refund fare increase for season ticket holders –...

Commenting on the announcement that Transpennine Express will refund the fare increase for season...

Rail fares rise – passengers call for a more reliable service

Commenting on the new year rail fares rise, David Sidebottom, director at the independent watchdog...

Transport Focus seeks answers from Network Rail about London Victoria...

Transport Focus chief executive Anthony Smith has written to Network Rail seeking answers on behalf...

Watchdog sets out concerns about delays and cancellations on TransPennine...

Transport Focus chief executive Anthony Smith has set out his concerns about the poor service...

Transport Focus objects to ticket office closure at Newport, Essex

In 2019 train company Greater Anglia consulted on its proposal to close the ticket office at...

Disruption on Greater Anglia’s rural routes and advance notice of rail...

Transport Focus keeps a close eye on the service the rail industry is delivering to passengers. On...

Abellio’s ScotRail contract to end in 2022

Following the announcement that Abellio’s ScotRail contract will end three years earlier,...

South Western Railway strike survey

Transport Focus wanted to find about the impact of the South Western Railway RMT strike action on...

Transport Focus welcomes new London TravelWatch director

Independent watchdog Transport Focus welcomes new London TravelWatch director Emma Gibson. Chief...

Rail fare increases – Transport Focus response

Rail fares will increase by 2.7 per cent in January, the industry announced today. Anthony...

Two train companies offering extra compensation for severe disruption

Commenting on the announcement from London Northwestern Railway (LNR) and West Midlands Railway...

Transport Focus letter to West Midlands Trains

Following significant disruption for rail passengers in and around the West Midlands, Transport...

Great Western timetable change letters

In October, Transport Focus chief executive Anthony Smith wrote to Great Western Railway, Network...

Smart travel extends across Govia Thameslink Railway

Commenting on the Govia Thameslink Railway announcement on smart travel, Anthony Smith, chief...

Transport Focus response to the Scottish Government’s National...

The draft National Transport Strategy advocates a vision for Scotland’s transport system that...

Letter to the chair of the HS2 Review

Transport Focus chief executive Anthony Smith has written to the chair of the HS2 Review setting...

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a Guest Satisfaction Survey for Serco Caledonian Sleeper. These results were...

Transport User Voice – latest newsletter

The October 2019 issue of Transport User Voice is out now. You can read more on: our...

Communication invaluable to passengers during works on the Brighton main...

Passengers travelling during engineering want appropriate communication and compensation, says...

Brighton Main Line Improvement Project – the passenger perspective

The Brighton Main line Improvement Project took place from October 2018 until February 2019 with...

Transport User Voice – latest newsletter

The September 2019 issue of Transport User Voice is out now. You can read more on: the...

Watchdog letter to rail industry – heat-related disruption

In July 2019 we wrote to the Rail Delivery Group to highlight passengers' poor experiences during...

First Trenitalia wins the West Coast Partnership rail franchise competition

Following the Department for Transport announcement that First Trenitalia has been chosen to run...

Time to end rail fare rises based on RPI

Commenting on the predicted rail fare increases in January 2020 set to follow from July's rate of...

New railcard to cut fares for 16-17 year olds

Commenting on the new 16-17 railcard costing £30 and to be made available from 9am on Tuesday 20...

Key research publications

The table below lists the most important pieces of research we have carried out and published in...

Passengers delayed by power outage or heeding advice not to travel must...

Following an evening of severe disruption caused by power outage and as severe weather affects...

Southeastern passengers will be disappointed by cancellation of franchise...

Commenting on today’s Department for Transport's decision to cancel the latest Southeastern rail...

Transport User Voice – latest newsletter

The August 2019 issue of Transport User Voice is out now You can read more on: Make Delay...

How are train operators scoring on trust? National Rail Passenger Survey...

In May 2019, Transport Focus published a submission to the Williams Rail Review – Trust in train...

Blake Jones review: Transport Focus submission

The Blake Jones review is one of many following the May 2018 timetable crisis. It focuses on the...

Prime Minister pledges new Manchester-Leeds rail route

Responding to the Prime Minister’s pledge for a new Manchester-Leeds rail route, Anthony Smith,...

Rail Ombudsman – Signposting for passengers

Since its inception in November 2018, Transport Focus has been monitoring the performance of the...

Make Delay Pay report

Too many rail passengers miss out on the compensation they are entitled to. Transport Focus’s...

Rail passengers miss out on up to £100 million compensation every year

Make delay pay! Claim Delay Repay compensation urges transport watchdog. More rail passengers...

Conservative Party Conference fringe event, Manchester

David Sidebottom will be participating in a roundtable discussion at a fringe event on "Rethinking...

Disabled rail passengers research

This research commissioned by Transport Focus on behalf of the Department for Transport (DfT)...

Better reliability and new trains improving overall satisfaction with the...

Overall passenger satisfaction with the railway rose nationally to 83 per cent in spring 2019 - up...

Better punctuality and new trains improving overall satisfaction with...

Overall passenger satisfaction with ScotRail services rose to 85 per cent in spring 2019 - up...

National Rail Passenger Survey – NRPS – spring 2019 – main report

Transport Focus surveys more than 50,000 passengers a year to produce the National Rail Passenger...

National Rail Passenger Survey

Transport Focus consults more than 50,000 passengers a year to produce the National Rail Passenger...

Passengers deserve and expect improvements by ScotRail to continue

Commenting on the news from ScotRail that - under its performance improvement plan - more trains...

Delay Repay compensation – what happened when you claimed?

Transport Focus will shortly launch a campaign focused on delay repay compensation. If you've...

West Midlands Trains Annual Rail Conference, Liverpool

Linda McCord, senior stakeholder manager, will be presenting at the West Midlands Trains Annual...

Williams Rail Review – Passenger representation

This is Transport Focus's fifth submission to the Williams Review. As with all four other previous...

Future of Rail conference, London

Anthony Smith, chief executive at Transport Focus, is speaking at New Civil Engineer’s Future of...

Rail passenger trust: new report highlights need for reform

New analysis from the independent watchdog Transport Focus highlights which train operators scored...

Williams Rail Review – Trust in train operators: an exploration of...

Following research with passengers in 2014 and 2017 a question was included in the National Rail...

Network Rail Business Briefing, Basingstoke

Catherine Folca, stakeholder manager, will be a member of the panel at the Network Rail Business...

Smartrail 2019, Munich

Ian Wright, head of innovation and partnerships, is speaking and chairing a session at SmartRail...

Easier fares consultation one year on

Marking one year on since the launch of the easier fares consultation Anthony Smith, Transport...

Rail passenger watchdog responds to latest Office of Rail and Road...

Anthony Smith, chief executive of the independent watchdog Transport Focus, said: “This latest...

Organisation chart

This chart details the staff structure of Transport Focus as of August 2021.

May 2019 rail timetable changes – the passenger view

Speaking about the new national summer rail timetable that begins to take effect from Sunday 19...

Train companies must make it easier for passengers to claim compensation...

Commenting on research by Which?, Anthony Smith, chief executive of the independent transport...

Anthony Smith comments on announcement of 16-day closure of West Coast...

As passengers were today given less than 12 weeks warning to expect a 16-day closure of the West...

Rail Live 2019, Warwickshire

Nina Howe, senior stakeholder manager, is speaking at Rail Live 2019 about 'Delivering railway...

Workplan 2019-20: Making a difference for transport users

Transport Focus’s 2019-20 workplan 'Making a difference for transport users' sets out our key...

Rail Delivery Group proposals to the Williams Rail Review

Commenting on the Rail Delivery Group proposals to the Williams Rail Review, Anthony Smith chief...

Williams Rail Review – Barriers to travel: How to make rail more...

Much of the focus of the Rail Review so far has rightly been on existing passengers. Meeting their...

Westminster Energy, Environment & Transport Forum, London

David Sidebottom, director at Transport Focus, is attending the Westminster Energy, Environment...

Railway Customer Information 2019, London

Guy Dangerfield, head of strategy, is speaking at Railway Customer Information 2019 about...

Railway Customer Information 2019, London

Dan Taylor, senior policy advisor, is speaking at Railway Customer Information 2019 about 'Avoiding...

Smart ticketing rolled out across the UK

Comment on the announcement that nine in 10 tickets will be available for sale to passengers as...

Easter rail engineering works

Anthony Smith, chief executive of the transport user watchdog, Transport Focus, commenting on the...

West Midlands Trains stakeholder event, Birmingham

Linda McCord, senior stakeholder manager, is presenting at a West Midlands Trains stakeholder...

£300 million fund for disabled rail station access

Commenting on the £300m government investment to improve access to train stations for disabled...

Toilet charges scrapped at Network Rail stations

Commenting on Network Rail’s announcement that station toilets at London Liverpool Street,...

Enabling Better Network Performance, London

Guy Dangerfield, head of policy, is speaking at the Enabling Better Network Performance conference...

Train punctuality to be measured to the minute

Commenting on new train punctuality measures Anthony Smith, chief executive of the independent...

Derby resignalling works

Resignalling and re-modelling works around Derby station will bring significant disruption to train...

A Practical Guide to Delivering a More Resilient Transport Network, London

Guy Dangerfield, head of strategy, is speaking at the Waterfront conference for rail and road...

Williams Review – what do passengers think about the structure of...

In this second submission to the Williams Rail Review Transport Focus provides the results of focus...

Accountable leadership for the railway is key for passengers

New research published today by Transport Focus to inform the Williams Rail Review confirms that...

Welcome arrival of Delay Repay 15 for Great Western Railway (GWR) and...

Commenting on the announcement of Delay Repay 15 compensation on Great Western Railway and Greater...

Welcome signals from Keith Williams on the direction of his rail review

Commenting on the Keith William’s George Bradshaw Address announcement, Anthony Smith, chief...

Action to reform broken rail fares system

Transport Focus welcomes the rail industry’s ‘Easier Fares for All’ proposals to Government...

Williams Rail Review: what do passengers want?

In this, the first of several submissions, Transport Focus sets out what passengers have said they...

Rail passenger satisfaction at lowest level for a decade

Passenger satisfaction with rail services has fallen to a 10-year low. In the latest survey,...

ScotRail passenger satisfaction at lowest level for 16 years

Overall passenger satisfaction with ScotRail services has fallen to a 16-year low*. In the latest...

National Rail Passenger Survey – NRPS – Autumn 2018 – Main report

We survey more than 50,000 passengers a year to produce the National Rail Passenger Survey (NRPS)...

National Rail Passenger Survey (NRPS) at a glance – Great Britain wide...

Download the at-a-glance guide to the National Rail Passenger Survey for Great Britain overall.

National Rail Passenger Survey (NRPS) at a glance guides by train company...

Download the at-a-glance guides to the National Rail Passenger Survey results by train operator.

Smarter travel

Passengers increasingly expect services to be delivered to them in smarter ways using technology...

Rail Live!, Bilbao

Ian Wright, head of innovation and partnerships, is chairing a session for Rail Live! on ticketing...

16 and 17 and 26 to 30 railcards

Commenting on the new 16 and 17 and the launch of the 26 to 30 railcard, Anthony Smith, chief...

New Year rail fares rise

Commenting on the New Year rail fares rise Anthony Smith, Transport Focus chief executive,...

Rail industry’s renewed focus on use of GPS technology must improve...

Commenting on news from the Rail Delivery Group concerning adoption of new technology to help...

UK Rail Summit session, London

David Sidebottom, director at Transport Focus, is chairing a session for the UK Rail Summit on...

Accelerate: Rail 2019, London

Anthony Smith, chief executive at Transport Focus, is speaking at Accelerate: Rail 2019, the...

UK Rail Summit session, London

Anthony Smith, chief executive at Transport Focus, is chairing a session for the UK Rail Summit...

Westminster Energy, Environment & Transport Forum, London

Anthony Smith, chief executive at Transport Focus, is speaking at the Westminster Energy,...

Rail: North of the Border Conference, Glasgow

Robert Samson, senior stakeholder manager, is speaking at the Rail: North of the Border Conference...

All-Party Parliamentary Group on Customer Service, London

Anthony Smith, chief executive at Transport Focus, is speaking at the All-Party Parliamentary...

Open access consulation

Commenting on the Office of Rail and Road's open access consultation, David Sidebottom director at...

Arrival of Delay Repay 15 for Northern rail passengers

Welcoming the arrival of Delay Repay 15 compensation for Northern rail passengers, David...

Awareness of compensation for Thameslink and Great Northern passengers

In July 2018 Govia Thameslink announced details about additional compensation available to...

Watchdog urges more Thameslink and Great Northern passengers to claim...

The independent transport watchdog wants more Thameslink and Great Northern passengers to come...

Office of Rail and Road Glaister timetable crisis report

Commenting on the Office of Rail and Road final report of its inquiry into timetable disruption in...

Comment on the announcement that rail fares will rise by 3.1% from...

Anthony Smith, chief executive of the independent watchdog Transport Focus, says: “Many...

Transport Focus welcomes the announcement of a new Rail Ombudsman

Transport Focus welcomes the establishment of The Rail Ombudsman – an independent body with...

Customer complaint handling procedure (CCHP)

How we can help you – customer complaint handling procedure Transport Focus is the independent...

Transport Focus provides evidence for Welsh rail service scrutiny

Transport Focus has provided evidence to a key Welsh Assembly committee to assist with its scrutiny...

Rolling Stock Procurement Forum, London

Ian Wright, head of innovation and partnerships, is speaking at the Rolling Stock Procurement...

Govia Thameslink Railway stakeholder forum, London

Linda McCord, senior stakeholder manager, is presenting at the Govia Thameslink Railway stakeholder...

South Western Railway passengers told not to travel after engineering work...

Commenting on disruption on South Western Railway as engineering works overrun, chief executive of...

Transport User Voice – November 2018 – Case study

So your mobile is dead… how valid is your digital railcard or ticket? Mrs G holds a digital...

Transport User Voice – November 2018 – You and your train...

Accessibility Forum Transport Focus’ bi-annual Accessibility Forum – well attended by over...

Transport User Voice – November 2018 – Transport for Wales...

Welsh passengers have high expectations for their new rail service The early hours of Sunday 14...

Transport User Voice – November 2018 – Saturday strikes...

Northern passengers tell us how they have been affected Industrial action by members of the...

National roll out of the 26-30 Railcard

Commenting on the national roll out of the new 26-30 Railcard, Anthony Smith, chief executive of...

Great Western Rail Forum, Reading

Sharon Hedges, senior stakeholder manager, is taking part in a panel debate at the Great Western...

Putting passengers at the heart of HS2 stations

Commenting on the design vision for new HS2 stations in Birmingham, David Sidebottom director at...

Rail Regulator investigation into GTR and Northern over passenger...

Commenting on the opening of an investigation into GTR and Northern over passenger information...

One-click compensation for passengers

Commenting on Chris Grayling’s plan for one-click rail compensation, Anthony Smith, chief...

Rail delays and compensation

The Department for Transport commissioned Transport Focus to carry out research to update the...

Transport User Voice – October 2018 – Scotland – future...

Working to promote passengers’ top priorities for rail services in Scotland Transport Focus...

Transport User Voice – October 2018 – Case study

The case of the missing shopping bag Mrs D was due to travel from Oxford Road in Manchester to...

Transport User Voice – October 2018 – You and your train...

What's happening on your train services? Cross Country franchise competition The Department for...

Transport User Voice – October 2018 – Nearly 20,000 passengers...

Easier fares reform roundtable Our rail fares consultation – undertaken jointly with the Rail...

New assistance app for disabled rail passengers

A new app has been developed to help ease train travel for disabled rail passengers across the...

Transport User Voice – October 2018 – Rail Review: passengers must be...

After the torrid summer of timetable disruption, on-going patchy performance and strikes we are now...

Northern extends compensation to non-season ticket holders

Commenting on the extension of compensation to non-season ticket holders on Northern rail,...

Transport Focus comment on ORR Glaister report and launch of new Rail...

Learning that Transport Secretary, Chris Grayling MP, has announced a new Rail Review, Anthony...

Arriva Trains Wales lost property policy – Transport Focus response

In response to Arriva Trains Wales’ decision to reverse its policy of keeping 10 per cent of the...

East Midlands Trains timetable change research

Transport Focus has carried out research for East Midlands Trains to explore passengers’...

Delay Repay 15 compensation for Northern passengers

Commenting on the announcement of Delay Repay 15 for Northern Passengers, Transport Focus...

Cross Country rail franchise: consultation response

When new franchise deals are let we want to see passenger views at the heart of the decisions about...

Network Rail South East leadership conference, London

Linda McCord, senior stakeholder manager, is speaking at the Network Rail south east leadership...

Transport User Voice – latest newsletter

Read the September 2018 issue. You can read more on: our timetable crisis compensation...

Additional compensation offered to Northern and TransPennine Express...

On 11 July Northern and TransPennine Express (TPE) announced details about additional compensation...

Transport User Voice – September 2018 – Compensation for timetable...

We asked season ticket holders in the north how easy it's been to claim In early July Northern...

Transport User Voice – September 2018 – Case study

Getting a mobility scooter permit Mr M booked tickets in advance for his wife to travel on Great...

Transport User Voice – September 2018 – Boosting passenger priorities...

Helping to shape partnership working in two combined authority areas Transport Focus already...

Transport User Voice – September 2018 – Update on our road user...

Strategic Roads User Survey Measuring satisfaction with road users’ experience of a journey...

Transport User Voice – September 2018 – Wales and Borders

Promoting passenger priorities as the new rail operator gets going On 4 June it was announced...

Compensation for Thameslink and Great Northern non-season ticket holders

Responding to the extension of compensation to non-season ticket holders on Thameslink and Great...

Strikes on Northern set to seriously affect services this weekend

Anthony Smith, chief executive of the independent watchdog Transport Focus, said today: “With...

Learning the lessons from Lewisham winter incident

Commenting on the findings of an investigation into the 2 March Lewisham incident published today...

Future of Rail roundtable discussion, London

Ian Wright, head of insight, is speaking at a roundtable discussion on the Future of Rail,...

Jargon to be removed from train tickets

Confusing jargon will be removed from tickets and journey information for half a million train...

Timetable crisis: watchdog sets out long-term issues for regulator to...

It’s vital that the rail industry tackles the underlying issues causing late publication of...

Rail Delivery Group panel, Labour Party Conference, Liverpool

Anthony Smith, chief executive at Transport Focus, is speaking at the Rail Delivery Group fringe...

Passenger Demand Forecasting Council annual conference, London

Keith Bailey, senior insight advisor, is presenting on 'Tomorrow’s passengers: understanding how...

Compensation for non-season ticket holders affected by timetable disruption

Watchdog welcomes signal from Transport for the North about compensation for non-season ticket...

Transport User Voice – latest newsletter

The August 2018 issue of Transport User Voice is out now. Click here to read more on: ...

Transport User Voice – August 2018 – Case study

Mr G fell ill and was taken to hospital. He was told he would be unfit for travel for the duration...

Transport User Voice – August 2018 – You and your train company

The present Cross Country franchise, operated by Arriva UK Trains, is expected to end in December...

Transport User Voice – August 2018 – ScotRail services

Eight in ten passengers in Scotland say they are satisfied overall with ScotRail services. The...

Transport User Voice – August 2018 – How to arrive at fairer rail...

Transport Focus has long called for a thorough reform of Britain’s complex rail fares and...

Transport User Voice – August 2018 – Rail timetable crisis – time to...

The announcement of special compensation above and beyond the usual is welcome news for passengers...

Transport User Voice – August 2018 – Chief executive’s editorial

As timetable problems continued through July we have continued to be both active and vocal about...

Action on timetables: Network Rail ordered to improve

Today the regulator issued an action plan for Network Rail to resolve serious issues with its...

Overcrowding on trains remains a persistent challenge

Commenting on the Department for Transport’s ‘Top 10’ overcrowded train services, Guy...

Good news for passengers in north west as rail services restored

Today Northern confirmed that from 30 July it will reintroduce 75 per cent of services removed...

Transport Focus submissions to the Glaister Inquiry into rail timetable...

On 4 June 2018 the Secretary of State for Transport announced that an inquiry would be undertaken...

Appointment of Rail Ombudsman to rule on passenger complaints

Following the announcement that Dispute Resolution Ombudsman has been appointed to run the new Rail...

Annual report out now

What have we done to help transport users? Transport Focus is a consumer organisation – a...

Annual report and accounts 2017-18

Transport Focus's Annual Report and Accounts was laid before Parliament on 12 July 2018.

Compensation for Thameslink and Great Northern passengers

Comment from Transport Focus on Govia Thameslink Railway compensation for timetable...

Special compensation for Northern passengers

Responding to the announcement of special compensation for Northern rail passengers, Anthony Smith,...

December timetable changes

Responding to the announcement of a phased approach to introducing the December rail timetable,...

Cross Country Consultation event, Bristol

Hannah Lovell, stakeholder manager, is speaking at a local Cross Country consultation event,...

Cross Country Consultation event, Torquay

Hannah Lovell, stakeholder manager, is speaking at a local Cross Country consultation event,...

Cross Country Bidders’ Day, London

Sharon Hedges, senior stakeholder manager, is speaking at the Cross Country Bidders’ Day,...

Rail Alliance Networking Event, Gateshead

Rosie Giles, insight advisor, is speaking to the Rail Alliance networking event about station...

British Transport Police Authority event, London

David Beer, stakeholder manager, is speaking at the British Transport Police Authority policing...

Anglia Route Supervisory Board meeting, London

Catherine Folca, stakeholder manager, is presenting the National Rail Passenger Survey results to...

Railfuture event, Haywards Heath

Catherine Folca, stakeholder manager, is presenting our research on fares and ticketing at a...

Compensation announced for GTR passengers

The independent watchdog has welcomed news that GTR passengers will be compensated for recent...

Be clear and be quick – Transport Focus advice to rail operators when...

“Get the key information to passengers as quickly as you can – and make it...

Passenger information during the ‘Beast from the East’ and Storm Emma...

When snow and ice hit Britain’s railway in early March it brought with it disruption for many...

Rail timetable disruption Board meeting – correspondence

Unprecedented delays, confusion and cancellations have made life miserable for many Northern and...

Compensation announced for rail passengers in the north

The independent watchdog has welcomed news that commuters in the north will be compensated for...

Transport User Voice newsletter – out now

The July 2018 issue of Transport User Voice is out now. Click here to read more on: ...

Storms and weak performance buffet rail passenger satisfaction

Earlier this year rail passengers battled the ‘Beast from the East’ and Storm Emma – our...

Not the dreaded rail replacement…

When a train journey goes wrong, do you stick or twist – stay on the train or bail out on to a...

You and your train company

CrossCountry franchise consultation What do people want from future Cross Country services? The...

A smarter transport network for Scotland

Transport Focus is helping keep passengers at the heart of the process as a Scottish transport bill...

Goodwill gesture for penalty fare passenger

Two separate ticket inspections failed to spot that Mr F was missing part of his ticket as he...

‘Something better change’

The pop song by the Stranglers probably sums up the feelings of rail passengers caught in the...

New Wales and Borders rail services

KeolisAmey will become the new operator and developer for the Wales and Borders rail service and...

Misery for many – so what can be done?

Many rail passengers have faced daily delays, confusion and cancellations since a new timetable...

Lakes Line passengers welcome more stable service but trust needs...

'Buses are doing a job, though we aren't happy about it - we like the heritage trains...

Lakes Line passenger feedback

'Buses are doing a job, though we aren't happy about it - we like the heritage trains...

Rail timetable crisis in the north – watchdog challenges industry over...

Transport Focus has challenged the rail industry to reveal its full plans for compensating...

National Rail Passenger Survey (NRPS) at a glance – Great Britain wide...

Here you can download our at-a-glance guide to the National Rail Passenger Survey for Great...

National Rail Passenger Survey (NRPS) at a glance guides by train company...

Here you can download our at-a-glance guides to the National Rail Passenger Survey results by train...

National Rail Passenger Survey – NRPS – Spring 2018 – Main Report

We survey more than 50,000 passengers a year to produce the National Rail Passenger Survey (NRPS)...

Storms and weak performance buffet rail passenger satisfaction

A perfect storm – passengers have been buffeted by extreme weather and timetable...

Rail timetable crisis in the north – watchdog calls special Board meeting

The independent watchdog has called train operators to a special Board meeting to explain what's...

CrossCountry passenger research

When new franchise deals are negotiated we want to see passenger views at the heart of the...

‘Do more to compensate passengers’, watchdog tells rail industry

Today Transport Focus sets out demands on behalf of passengers hit by rail timetable chaos. The...

Special Transport Focus Board Meeting, Manchester

Rail passengers have suffered frustrating disruption since 20 May, when a new timetable was...

Transport Focus presses for stable timetables and generous compensation

“Give passengers decent compensation when they’ve been messed about,” says the independent...

Rail disruption following new timetable – correspondence

Unprecedented delays, confusion and cancellations have made life miserable in recent weeks for...

Northern rail crisis – a letter

Anthony Smith, chief executive of Transport Focus, has written a letter to all newspapers across...

Rail timetable compensation and inquiry

Transport Secretary Chris Grayling has announced compensation for people affected by timetable...

Rail crisis: passengers need reliable services and meaningful compensation

Anthony Smith, chief executive of Transport Focus, said: “Unprecedented delays, confusion and...

Rail fares consultation launched

Transport Focus is calling on passengers to have their say on the future of the rail fares...

Watchdog welcomes new Wales and borders franchise

David Sidebottom, passenger director at Transport Focus, said: “Passengers in Wales tell us...

Northern temporary timetable

Northern has announced a temporary change to its timetable to help reduce delays...

Train timetable disruption

Following the introduction of a new timetable on 20 May delays and cancellations continue for...

High Speed Two (HS2) Passenger Panel Insights

Our customer community was a diverse group of 40 prospective users of the HS2 network. The...

Wales and Borders franchise awarded to KeolisAmey

Responding to the announcement that KeolisAmey has been awarded the new Wales and Borders rail...

Train timetable changes

More than four million trains have been rescheduled today in the largest timetable shakeup for...

East Coast rail services

Today the East Coast rail franchise was brought to an end. Services will continue to run, under the...

Rail Delivery Group, London

Anthony Smith, chief executive at Transport Focus, is speaking at the Rail Delivery Group annual...

Transport watchdog challenges rail industry over ‘unreliable’...

The independent watchdog has pressed the industry to do more to warn passengers when timetable...

Warn passengers about inaccurate timetables – watchdog calls special...

Transport watchdog challenges rail industry over insufficient warnings for passengers when...

Advance notice of rail engineering works – an update

Transport Focus keeps a close eye on the rail industry’s obligations to ensure timetable changes...

Digital railway – the passenger perspective

The rail industry is promising to provide more reliable services through the introduction of new...

From the industrial revolution to the digital revolution – the...

Our chief executive has contributed to a Govia Thameslink Railway essay series titled From the...

Special Transport Focus Board Meeting, London

Passengers are being let down because timetables during engineering works are not being finalised...

Association of Community Rail Partnerships, London

Jordan Sargeant, stakeholder manager, is presenting insights from the National Rail Passenger...

Association of Community Rail Partnerships, York

Jordan Sargeant, stakeholder manager, is presenting insights from the National Rail Passenger...

Rail fare reform plans

Rail passengers need a fares system they can trust and that suits the way they travel now. The...

Best train stations according to passengers revealed

London Kings Cross is the top train station in Britain, say passengers. In a survey by...

Rail travel warning for Brighton passengers

As passengers were today warned to avoid travelling to Brighton due to issues with rail replacement...

North of England Transport Summit, Manchester

David Sidebottom, director at Transport Focus, is chairing three sessions at the North of England...

Transport Focus special Board meeting with South Western Railway and...

The Transport Focus Board called a special meeting with the managing director of South Western...

Special Board meeting with Virgin Trains West Coast about passenger...

Here are the minutes from the public special Board meeting held in London in July...

Services for disabled rail passengers – a consultation response

In 2016-17, 1.2 million requests for assistance were booked by passengers to help them complete...

All-Party Parliamentary Rail Group, London

Mike Hewitson, head of policy at Transport Focus, is speaking at the all-party parliamentary rail...

Tomorrow’s rail passengers

Why not hop on a train? This is what the independent watchdog asked some infrequent and...

Tomorrow’s rail passengers: understanding how to make rail travel more...

Over the past 20 years rail passenger journeys in Great Britain have more than doubled. In 2016-17...

New independent appeals process – Transport Focus response

Responding to the new independent appeals process to protect rail passengers issued with penalty...

Letter to Secretary of State on warnings of rail engineering works

In March 2018 Transport Focus wrote to the Secretary of State for Transport Chris Grayling MP,...

Network Rail South East Route event, London

Linda McCord, senior stakeholder manager, will be presenting the passenger perspective for the...

Connecting the South East, Farnborough

Anthony Smith, chief executive at Transport Focus, is speaking at Connecting the South East. The...

SmartRail 2018 conference, Amsterdam

Linda McCord, senior stakeholder manager, will be presenting at SmartRail 2018 on What do...

Workplans 2018

We are the independent transport user watchdog. Our mission is to get the best deal for passengers...

Future West Coast rail services – our statement

Today the Secretary of State for Transport, Chris Grayling, launched the competition for running...

UK Infrastructure Show, Birmingham

Anthony Smith, chief executive at Transport Focus, is speaking at the UK Infrastructure Show on...

Public Policy Exchange, London

David Sidebottom, director at Transport Focus, is a keynote speaker at a Public Policy Exchange...

Welsh Transport Forum, Cardiff

David Sidebottom, director at Transport Focus, is a panellist at the Welsh Transport Forum, talking...

Westminster Energy, Environment & Transport Forum, London

David Sidebottom, director at Transport Focus, is speaking at the Westminster Energy, Environment...

Market Research Summit, London

Keith Bailey, senior insight advisor, is speaking at the Market Research Summit about our report...

Weather watch 2

The return of recent extreme weather continues to make things tough for transport users, especially...

Customer experience measurement in the travel and transport industry...

The world is changing fast around us. The way people interact with travel services is being...

26-30 Railcard website – disappointment for passengers

Responding to the 26-30 Railcard website technical problems passenger director at Transport...

‘Train companies’ misleading compensation claims hit...

Anthony Smith, chief executive of the independent watchdog Transport Focus, said: “The more...

Weather watch

Widespread heavy snow and Storm Emma are making things tough for transport users in various parts...

Westminster Energy, Environment and Transport Forum, London

Anthony Smith, chief executive at Transport Focus, is speaking at the Westminster Energy,...

Railway engineering work: Putting passengers at the heart of the London...

This report is an in-depth look at the passenger experience during the London Waterloo station...

Train timetable uncertainty leaves passengers in the dark, warns watchdog

Rail passengers are being let down again by train timetable uncertainty, warns independent watchdog...

Great Western rail franchise: consultation response

Transport Focus welcomes the opportunity to provide a rail passenger’s perspective as the future...

New Civil Engineer’s UK Transport, London

Anthony Smith, chief executive at Transport Focus, is speaking at the New Civil Engineer’s UK...

“Technology is great – we still want friendly staff though.”

Passengers are excited to think technology can solve their travel concerns, but still keen to have...

High Speed 2: using passenger insight to aid High Speed 2 design

Transport Focus aims to see passengers at the heart of all long-term planning. We welcome the...

Rail ombudsman scheme – Transport Focus statement

Today the regulator has set out its plans to make it mandatory for rail operators to join the new...

East Coast rail franchise – Transport Focus response to latest update

This afternoon Secretary of State for Transport Chris Grayling said that the current East Coast...

Transport User Voice – February 2018 – Scotland’s passengers...

Eight in ten passengers in Scotland say they are satisfied overall with ScotRail services. The...

Transport User Voice – February 2018 – Case Study

Miss E bought an annual season ticket, costing £4900, for her daily commute with Southeastern....

Transport User Voice – February 2018 – Opportunity to make a...

Could you be our next Board member? The Department for Transport is to appoint two new members...

Transport User Voice – February 2018 – You and your train...

What do Great Western Railway passengers think of their service? The Great Western franchise...

Transport User Voice – February 2018 – Transport Focus calls...

Rail bosses vowed improvements after the watchdog called them in over declining...

Transport User Voice – February 2018 – Only a third of...

Just a third of commuters are satisfied with the value for money of their train journey. In our...

National Rail Passenger Survey – NRPS – Autumn 2017 – Main Report

We survey more than 50,000 passengers a year to produce the National Rail Passenger Survey (NRPS)...

National Rail Passenger Survey (NRPS) at a glance – Great Britain wide...

Here you can download at-a-glance guide to the National Rail Passenger Satisfaction survey for...

National Rail Passenger Survey (NRPS) at a glance guides by train company...

Here you can download at-a-glance guides to the National Rail Passenger Satisfaction survey results...

Train reliability steadies but performance woes hit South Western Railway...

Just a third of commuters are satisfied with the value for money of their train journey mainly due...

Southeastern’s Stakeholder Forum

Linda McCord, senior stakeholder manager at Transport Focus, will be presenting South Eastern's...

Transport User Panel questions for Northern and TransPennine Express

On 13 November Transport Focus held a board meeting in public in Manchester. Board members and...

Northern plans for transport – Transport Focus response

A 30-year vision for the future of transport in the North has been unveiled today. Transport for...

Community rail consultation – Transport Focus response

Transport Focus supports Community Rail Partnerships (CRP) and agrees they bring benefits as set...

Letter to Mayor of Greater Manchester on compensation for rail passengers

Transport Focus wrote to Mayor of Greater Manchester Andy Burnham about rail performance and the...

Watchdog calls in South Western Railway and Network Rail for poor...

Rail bosses vowed improvements after the watchdog called them to task over declining...

Rail compensation figures – Transport Focus response

Today the Department for Transport published its figures for the amount of compensation claimed by...

Rail fare rises set to bite

Meet passengers’ basic needs, and offer better-value ticket options, is the message from...

Transport User Voice – new issue out today

The January 2018 issue of Transport User Voice is out now. Click here to read more on: ...

Transport User Voice – What’s happening in Wales?

Bus Strategy in Wales Transport Focus is ensuring the passenger voice is playing a central role...

Transport User Voice – Case study

Ms B dropped her son, Mr B, at Bromsgrove station where he normally buys a ticket from the ticket...

Transport User Voice – Maintaining the railway

Maintaining the railway is critical – without regular maintenance, things will not run...

Transport User Voice – You and your train company

Passengers’ needs at the heart of long-term planning Our report on passengers’ priorities...

Transport User Voice – Become a member of the new Independent Appeals...

Would you like to help ensure penalty fares are fair? We’re looking for 12 people to become part...

A chill wind – managing disruption is key to trust

The recent cold spell has highlighted again the importance of how disruption is managed and, in...

Transport User Voice – Train passengers being misled in the run up to...

Our latest investigation leads to a win for passengers In the lead up to Christmas, we found...

Improving passenger experience of essential maintenance works

Maintaining the railway is critical – without regular maintenance, things will not run...

Routine railway maintenance: passenger perspectives and priorities

Maintaining the railway is critical – without regular maintenance, things will not run...

Transport Focus special Board meeting with South Western Railway and...

The Transport Focus Board has called a special meeting with the managing director of South Western...

Advance notice of rail engineering works – correspondence

Transport Focus keeps a close eye on the rail industry’s obligations to ensure timetable changes...

Train passengers being misled in the run up to Christmas

Give passengers proper warning when you dig up the tracks, says the watchdog. A Transport Focus...

Tables of sample ticket prices: December 2017

Table of sample rail ticket prices (prices are for illustration only). The fares shown are not...

Rail fares increase for 2018 – Scotland response

Anthony Smith, chief executive of the independent watchdog Transport Focus, said: "It's mixed...

Rail fares increase for 2018

Meet passengers’ basic needs, and use a fairer fares formula, is the message from independent...

Rail fares increase for 2018 – Wales response

Anthony Smith, chief executive of the independent watchdog Transport Focus, said: "A chill wind...

South Eastern rail franchise – our response

Following the announcement of the South Eastern franchise invitation to tender, Transport Focus...

Consultation on new Great Western Railway operator – our response

Today the Department for Transport announced a consultation on the future of the Great Western...

Rail strategy announced – our response

The Department for Transport today launched its Strategic Vision for Rail. Anthony Smith, chief...

Value for money still key priority for rail passengers

Value for money remains the top thing rail passengers want to see improved. The independent...

Rail passengers’ priorities for improvement

Value for money remains the top thing rail passengers want to see improved. The independent...

Transport User Voice – new issue out today

The December 2017 issue of Transport User Voice is out now. Click here to read more on: ...

What’s next? Update to our Insight Plan

Want to know what we're currently working on or about to publish? Our Insight Plan sets out what...

Thameslink timetable – Transport Focus response

Responding to the National Audit Office Thameslink programme report Linda McCord, passenger manager...

Transport User Voice – Case Study

Mr L was travelling from Edale to Lincoln Central via Sheffield with Northern. He bought his ticket...

Transport User Voice – What’s happening in Scotland?

Scottish Bus Passenger Survey The way local bus services in Scotland are run could be set for a...

Transport User Voice – Northern transport reception

We’ve been sharing our plans to ensure transport users are at the heart of northern...

Transport User Voice – You and your train company

Northern penalty fares We know how frustrating it is when it seems a minority of passengers are...

Transport User Voice – Time to plan your Christmas journeys

Have you planned your Christmas train journey? We know engineering works can be a real pain for...

Transport User Voice – What would make your rail journey better?

What would improve your rail journey? That's what the watchdog has asked passengers in its latest...

Delays and disruption – getting a better deal for users

Investment in rail and road networks is great. However, the digging phases of that investment can...

New 26-30 Railcard – welcome news for passengers

Responding to the announcement of new railcard for passengers aged 26-30 Transport Focus's chief...

Call for more reliable travel assistance – our response

Today the rail regulator published research on rail passengers' experience of booked assistance,...

Board meeting minutes – March 2017

Here are the minutes from the public Board meeting held in London in March 2017. They have been...

World Rail Festival 2017, Netherlands

Guy Dangerfield, head of strategy at Transport Focus, is hosting a round table at the World Rail...

Changes to complaints handling guidance consultation – Transport...

Transport Focus acts as an advocate on behalf of passengers and works with rail companies to try...

London Waterloo station and South West upgrade passenger research

South West Trains and Network Rail have upgraded London Waterloo station to accommodate longer...

Rail passengers’ experiences and priorities during engineering...

Independent watchdog Transport Focus has updated its 2012 research Passenger priorities during...

Keep me on the train!

“Keep us on the train, even if it means a longer journey,” passengers tell rail...

Transport User Voice – new issue out today

The November 2017 issue of Transport User Voice is out now. Click here to read more on: ...

Transport User Voice – Northern transport reception

Would you like to find out more about what we do for transport users in Northern England? Why...

Transport User Voice – Chief executive’s editorial November 2017

The last month has proved to be another productive period for Transport Focus. We continue to speak...

Transport User Voice – New board to represent passengers in Wales

Wales Route Supervisory Board Transport Focus has joined forces with Network Rail, Arriva Trains...

Transport User Voice – Case Study

Mr M was travelling from Glasgow Queen Street to Peterborough with two other passengers. He...

Transport User Voice – You and your train company November 2017

East Midlands consultation We‘ve been out and about to hear your views on future East...

Transport User Voice – Liverpool Lime Street upgrade: giving passengers...

How was the Liverpool Lime Street station upgrade for you? With passengers forced to make...

Developing a transport strategy for the Midlands: devolution,...

Transport Focus director, David Sidebottom, is speaking at the Westminster Energy, Environment and...

Southern rail strikes – Aslef union ballot

Responding to the announcement that Southern rail drivers are to be balloted on a proposed deal,...

East Midlands rail franchise consultation response

When new franchise deals are let we want to see passenger views at the heart of the decisions about...

New funding for the railway – our response

Today the Secretary of State for Transport, Chris Grayling, set out the next round of rail...

NRPS technical guide – Spring 2017

This technical guide outlines the methodology and technical details for the Spring 2017 NRPS (wave...

Transport User Voice – Case Study

Mrs G buys her son his Great Western Railway (GWR) season ticket from Guildford station as he uses...

Transport User Voice – Travelling by train this Christmas?

Planning a shopping trip, panto outing, or a visit to relatives over the festive season? With less...

Transport User Voice – Chief executive’s editorial October 2017

Good wins for transport users this month that Transport Focus has secured. Here are some of the...

Welsh language report 2016-17

We wrote to the Welsh language commissioner to report on how we dealt with Welsh language issues in...

Travelling by train this Christmas? Act now to get bargain fares

Planning a shopping trip, panto outing, or a visit to relatives over the festive season? With 95...

Caledonian Sleeper: understanding passengers’ expectations and...

Transport Focus has undertaken research on behalf of Caledonian Sleeper to understand the...

East Midlands rail franchise: passengers’ experiences and aspirations

The current East Midlands franchise, operated by Stagecoach, ends in March 2019. As part of the...

The next East Midlands rail franchise: building on solid foundations

The next East Midlands rail franchise must seize the opportunity to deliver an outstanding...

East Midlands rail franchise: passengers’ experiences and aspirations

Publication of research on passengers' experiences and aspirations for the next East Midlands...

Transport User Voice – new issue out today

The September 2017 issue of Transport User Voice is out now. Click here to read more on: ...

Transport User Voice – What’s happening in Wales?

Major engineering works are set to taking place in the Cardiff and Bristol area and we’ve been...

Transport User Voice – Case study September 2017

Mrs J was travelling from Feniton to London Waterloo station in order to go to an appointment....

Transport User Voice – You and your train company September 2017

West Midlands franchise award In August the Department for Transport (DfT) announced that the new...

Transport User Voice – Waterloo station upgrade: giving passengers a...

How was the London Waterloo station upgrade for you? Transport Focus has be monitoring the...

Transport User Voice – Chief executive’s editorial September 2017

Summertime and the engineers are busy… Welcome, much needed, investment in our transport systems...

Transport User Voice – Passengers face biggest rail fares rise for five...

With some rail passengers set to see their fares increase by a possible 3.6 per cent from January...

Passengers welcome South West Trains Waterloo compensation

David Sidebottom, Director, responded to the announcement that South West Trains monthly and annual...

How to beat the rail fares rise – ticket guide out today

Do you find train fares complicated and confusing? Are you worried that you might buy a more...

Rail fares rise – response to inflation figure

David Sidebottom, director of Transport Focus, the independent transport user watchdog,...

Waterloo station upgrade – monitoring the impact on passengers

More than half of London Waterloo station will be closed down over the summer, bringing delays and...

Northern industrial action – Transport User Panel survey

The survey was undertaken in order to get a sense of how passengers feel about the industrial...

Merseyrail industrial action – Transport User Panel survey

The survey was undertaken in order to get a sense of how passengers feel about the industrial...

Insight Plan 2017-18: Making a difference for transport users

Our Insight Plan sets out what insight work we have recently published and plan to carry out – we...

The next three years 2017-20: Making a difference for transport users

Transport Focus’s 2017-20 Workplan sets out our long-term key campaign and work objectives for...

Workplan 2017-18: Making a difference for transport users

Transport Focus's 2017-18 Workplan sets out our key campaign and work objectives plus financial...

Transport User Voice – You and your train company August 2017

Wales and Borders Transport Focus presented our latest research into passengers' experiences and...

Transport User Voice – Case study August 2017

Mr B purchased a ticket with c2c for the 7.28 train into London. He waited at the platform but the...

Transport User Voice – Nine out of 10 passengers satisfied with ScotRail

ScotRail has achieved its best performance in our latest National Rail Passenger Survey. The...

Transport User Voice – Half of Northern passengers unaware of strike...

Passengers hit by rail strikes in the North of England are calling for more information about the...

Transport User Voice – Just how late is your train?

Delayed rail passengers will soon get minute-by-minute scrutiny of late-running trains with the...

Transport User Voice – Chief executive’s editorial August 2017

Has a report ever been launched at a motorway service area before? (alright someone tell me…!)....

Transport User Voice – Rail passengers see fragile green shoots of...

Rail passengers in London and the South East are more satisfied with their railway journeys after a...

Standing room only? What will passengers make of the Department of...

Commenting on the Department for Transport’s ‘Top 10’ overcrowded train services, Anthony...

Office of Rail and Road ‘Measuring Up’ report –...

Commenting on today’s ‘Measuring up’ report from Office of Rail and Road, Anthony Smith,...

National Rail Passenger Survey – NRPS – Spring 2017 – Main Report

We survey more than 60,000 passengers a year to produce the National Rail Passenger Survey (NRPS)...

National Rail Passenger Survey (NRPS) – analysis of peak and off-peak...

This report contains an analysis of the National Rail Passenger Survey Spring 2017 data looking at...

National Rail Passenger Survey (NRPS) at a glance guides by train company...

Here you can download at-a-glance guides to the National Rail Passenger Satisfaction survey results...

National Rail Passenger Survey (NRPS) at a glance – Great Britain wide...

Here you can download at-a-glance guide to the National Rail Passenger Satisfaction survey for...

National Rail Passenger Survey – NRPS – Spring 2017 – Full Report

The Full Report was formerly called the Summary Report.

Rail passengers see fragile green shoots of recovery

Rail passengers in London and the South East are more satisfied with their railway journeys after a...

Official statistic: National Rail Passenger Survey Spring 2017 results

The latest rail passenger satisfaction figures from the independent watchdog, Transport Focus, are...

Transport Focus responds to the Government’s rail investment announcement

Commenting on the publication of the High level output specification by the Department of...

Annual report and accounts 2016-17

Transport Focus's Annual report and accounts was laid before Parliament on 18 July 2017.

Southern Aslef drivers strike – Transport Focus response

Responding to the announcement of further strikes by the Aslef union Transport Focus chief...

Southern Rail fined for poor performance – Transport Focus response

Anthony Smith, Chief Executive of the transport user watchdog Transport Focus, commenting on...

Transport Focus Freedom of Information Act publication scheme

This publication scheme is based on the model scheme prepared and approved by the Information...

Rail passenger complaint backlogs: lessons for the future – Great...

Over much of the second half of 2016 and early 2017, Great Western Railway (GWR) had problems with...

Transport User Voice – Case study

Mrs B went to purchase tickets from the Wivenhoe ticket office. She asked the clerk what the...

Transport User Voice – Despondent rail passengers call for better...

Passengers travelling on Wales and Borders services are calling for an overhaul of tired and...

Transport User Voice – Restoring normal service: passengers and the Gibb...

Passengers using Southern, Thameslink and Gatwick Express services in the last two years have...

Transport User Voice – You and your train company

West Coast Partnership The Government has announced a shortlist of three bidders to compete to...

Transport User Voice – Virgin Trains tops our rail complaints list

The Transport Focus Board has called a special meeting with the managing director of Virgin Trains...

Transport User Voice – Chief executive’s editorial

Southern blues... More industrial action taking place on the Southern, Northern and Merseyrail...

Transport Focus special Board meeting with Virgin Trains West Coast

The Transport Focus Board has called a special meeting with the managing director of Virgin Trains...

Caledonian Sleeper passenger satisfaction

This is the second customer satisfaction survey carried out by Transport Focus for Caledonian...

Despondent rail passengers call for better services in Wales

Passengers travelling on Wales and Borders services are calling for an overhaul of tired and...

The future of the Wales and Borders rail service: what passengers want

As part of the consultation process for the next Wales and Borders rail service Transport Focus...

Restoring normal service: passengers and the Gibb report – Transport...

Passengers using Southern, Thameslink and Gatwick Express services in the last two years have...

South Eastern franchise bidders announcement – Transport Focus response

Commenting on the announcement of bidders for the South Eastern franchise, Anthony Smith, Chief...

West Coast Partnership franchise bidders – Transport Focus response

Commenting on the confirmed bidders for the West Coast Partnership franchise, Anthony Smith, Chief...

Linda McCord chairing Southeastern trains’ Stakeholder Forum 2017

Linda McCord, senior stakeholder manager at Transport Focus, will be chairing the Southeastern...

Board meeting minutes – November 2016

Here are the minutes from the public Board meeting held in Birmingham in November 2016. They have...

Workplan report 2016-2017

The final Workplan Report for the year 2016-2017 can be found here.

Transport User Voice – Bus Passenger Survey expands across Scotland

Scotland Bus Passenger Survey The 2016 Bus Passenger Survey (BPS) has expanded to cover all the...

Transport User Voice – Case study

Mr R was travelling from London to Paignton via Exeter with Great Western Railway (GWR). As he has...

Transport User Voice – Research coming soon

Over the next few months Transport Focus will be publishing lots of new research into users’...

Transport User Voice – You and your train company

Focus on Great Western Railway Many in the railway world want to see track and train working...

Transport User Voice – Southern rail: have you claimed compensation?

Have you been affected by the Southern strikes? If you haven’t claimed compensation you have just...

Transport User Voice – Boosting the ambition of future South Eastern...

Passengers on Britain’s fourth largest franchise are calling for a service they can depend on in...

Greater Anglia application to change ticket office hours – Transport...

Greater Anglia is proposing to proceed with an application to close the ticket offices where they...

Southern Rail: do passengers know about compensation due to them?

Most passengers were aware of the extra compensation offered by Southern Rail, according to new...

Transport User Panel survey: awareness of Southern Season Ticket...

This Transport User Panel survey was to assess how aware Southern passengers were of the...

Boosting the future ambition of South Eastern train services

Passengers on Britain’s fourth largest franchise are calling for a service they can depend on in...

South Eastern rail franchise: what passengers want

The South Eastern franchise, currently operated by Govia as Southeastern, ends in December 2018....

Aslef union members reject Southern deal – Transport Focus response

Anthony Smith, chief executive at the independent watchdog, commenting on Aslef members rejecting a...

Transport User Voice – Case study

Mr C was very unwell and had spent over a week in hospital. The day he was due to return home from...

Transport User Voice – You and your train company

New South Western franchise operator The winner of the South Western rail franchise has been...

Transport User Voice – Are alliances set to transform transport?

The launch of the latest Bus Passenger Survey in Liverpool was very positive. The news that...

Transport User Voice – Why the surge in Great Western Railway passenger...

Thousands of rail passengers who have raised complaints and made compensation claims have had to...

First MTR wins South Western franchise – Transport Focus response

Following the announcement of First MTR as the winner of South Western franchise Transport chief...

Strikes on Northern, Merseyrail and Southern railways – Transport Focus...

Responding to the announcement of further strikes by the RMT union on Northern, Merseyrail and...

Board meeting papers – March 2017

Supporting papers for the Transport Focus Board meeting which takes place at the St Bride's...

Strikes on Northern, Merseyrail and Southern railways – Transport...

David Sidebottom, director of the independent watchdog, Transport Focus, said: "Northern and...

Transport User Voice – new issue out today

The March 2017 issue of Transport User Voice is out now. Click here to read more on: our...

Passengers feeling the strain during disruption

The performance problems faced by Scotland’s rail passengers’ has resulted in a significant...

Case study

Mr J tried to purchase a ticket at Gateshead stadium with Tyne and Wear Metro but was faced with a...

Southern Rail strike compensation

Rail passenger woes continue on Southern following yet more strikes. We are urging passengers,...

You and your train company

South Eastern franchise passenger research The Department for Transport (DfT) is preparing to...

New Tyne and Wear Metro trains: what do passengers want?

Metro passengers have given a thumbs up to seating along the inside wall of its new trains. We...

Chief executive’s editorial – keeping transport users at the...

We are changing the way we travel. Less bus travel overall, but more use of rail, cars, tram, taxis...

Aslef members reject Southern deal – Transport Focus response

David Sidebottom, passenger director at the independent watchdog, commenting on Aslef members...

New Tyne and Wear Metro trains: what do their passengers want?

Metro passengers have given a thumbs up to seating along the inside wall of its new...

Fairer fares, Transport Focus response

Responding to the Rail Delivery Group's announcement guaranteeing simpler fares, Anthony Smith,...

Transport User Voice – new issue out today

The February 2017 issue of Transport User Voice is out now. Click here to read more on: ...

Transport User Voice – February 2017 – Wales summit brings bus...

Wales bus summit Wales' first ever bus summit was held in Wrexham to discuss how best to improve...

Transport User Voice – February 2017 – Case study

Mrs Y and her sister booked tickets for the 9.21 Virgin Trains East Coast service from...

Transport User Voice – February 2017 – You and your train company

Northern and TransPennine In partnership with Northern and TransPennine Express, Transport Focus...

Transport User Voice – February 2017 – Southern Rail disruption:...

In our latest survey just 30 per cent of Southern passengers travelling during peak times said...

Transport User Voice – February 2017 – Chief executive’s editorial

Under pressure: passenger verdict in The new National Rail Passenger Survey shows satisfaction...

Transport User Voice – February 2017 – Commuters continue to bear the...

It is perhaps no surprise that our latest twice-yearly National Rail Passenger Survey shows peak...

National Rail Passenger Survey – NRPS – Autumn 2016 – Main Report

We survey more than 60,000 passengers a year to produce the National Rail Passenger Survey...

National Rail Passenger Survey (NRPS) – analysis of peak and...

This contains analysis of the National Rail Passenger Survey Autumn 2016 data looking at peak and...

National Rail Passenger Survey (NRPS) at a glance – Great Britain wide...

Here you can download at-a-glance guides to the National Rail Passenger Satisfaction survey for...

National Rail Passenger Survey (NRPS) at a glance – Arriva Trains Wales...

Here you can download at-a-glance guides to the National Rail Passenger Satisfaction Survey for...

Commuters continue to bear the brunt of poor performance

Commuters are getting a raw deal as new research lays bare passenger satisfaction with peak time...

Official statistic: National Rail Passenger Survey results

The latest rail passenger satisfaction figures from the independent watchdog, Transport Focus, are...

Which? annual rail survey – Transport Focus response

Today Which? published its latest passenger satisfaction poll. Anthony Smith, chief executive of...

Symposium on International Best Practices in Railway Punctuality Conference

Transport Focus chief executive Anthony Smith will be speaking at the Quality of Service in...

Southern strikes

Commenting on the latest strike action on Southern Rail Transport Focus chief executive, Anthony...

Southern Rail industrial action – Transport User Panel survey

Following months of strikes on Southern Rail we wanted to understand how passengers feel about the...

Train fares rise – what does it mean for passengers?

Responding to the fares rise Transport Focus chief executive, Anthony Smith,...

Ten ways to find cheaper train tickets

Looking to get the best deal on train tickets? Our surveys tell us that more than half of...

Transport User Voice – January 2017 – What’s happening in...

ScotRail performance Since ScotRail published its Performance Improvement Plan, we have met with...

Transport User Voice – January 2017 – Case study

Mr W held a season ticket with Northern Rail and wanted to claim for compensation due to a number...

Transport User Voice – January 2017 – You and your train company

South Eastern We have carried out research on behalf of the Department for Transport (DfT) to...

Transport User Voice – January 2017 – Welcome action on rail fares and...

In a big win for passengers the Government has announced it will be reforming the penalty fares...

Transport User Voice – January 2017 – Chief executive’s...

While the industrial action on Southern grinds on – 300,000 passengers affected – with no end...

Transport User Voice – January 2017 – Tough times continue for...

Tough times continue for passengers on Southern Rail following the failure of talks between Govia...

Northern: rail passengers’ views of customer service

Northern asked us to help them explore the experiences and views of their rail passengers of their...

National Rail Passenger Survey – Southern peak-time journeys...

In September, Secretary of State for Transport Chris Grayling MP asked Chris Gibb to head up a...

Fares and ticketing research list

Welcome action on rail fares and ticketing

Transport Focus was part of a wide-ranging group that agreed The Action Plan for Information on...

How to claim refunds for delays and cancellations on Southern

If you choose to travel and your journey is delayed by 15 minutes or more you are entitled to...

Penalty fares reforms – Transport Focus response

Responding to the government plans to reform penalty fares to protect rail passengers, Transport...

Rail passengers in London and the south east need better information...

Latest research into rail passengers’ experiences in London and the south east from the...

London and the south east passenger panel survey

Following months of strikes, disruption and poor performance in London and the south east we wanted...

The future of the rail network – Transport Focus response

Anthony Smith, chief executive of the independent watchdog Transport Focus, said: “Passengers...

Southern strikes – Transport Focus response

Commenting on the strike action on Southern Rail beginning tomorrow, Tuesday 6 December, Transport...

Table of sample ticket prices: December 2016

Table of sample rail ticket prices (prices are for illustration only). The fares shown are not...

Rail fares set to increase – Transport Focus response

Responding to announcement that the overall average fare rise next year is 2.3 per cent Transport...

Franchising: what passengers want

This report sets out research evidence and our policy positions on a range of topics relevant to...

More passengers claiming – but rail operators still need to do better on...

The number of passengers claiming the compensation they are owed has almost trebled – but is...

Rail delays and compensation – what passengers want

The number of passengers claiming the compensation they are owed has almost trebled – but is...

July 2016 London Board meeting papers

Supporting papers for the Transport Focus public Board meeting which took place in London on...

Board meeting minutes – March 2016

Here are the minutes from the public Board meeting held in London in March 2016. They have been...

Board meeting minutes – July 2016

Here are the minutes from the public Board meeting held in London in July 2016. They have been...

Linda McCord chairing Southeastern trains’ Stakeholder Forum 2016

Linda McCord, passenger manager, will be chairing Southeastern trains' Stakeholder Forum on Friday...

November 2016 Birmingham Board meeting papers

Supporting papers for the Transport Focus public Board meeting taking place in Birmingham, at the...

Great Western rail investment – Transport Focus response

Responding to today's update on the programme of rail investment in the Great Western route Anthony...

The wisdom of crowds: satisfaction survey reaches millionth passenger

The millionth passenger has had their say on rail services in Britain. The independent watchdog...

New West Coast franchise to include HS2 services – Transport Focus...

Today the Department for Transport announced a new rail franchise to combine the current InterCity...

Transport User Voice – new issue out today

The November 2016 issue of Transport User Voice is out now. Click here to read more on: ...

Transport User Voice – November 2016 – Case study

Mrs R and two friends booked to travel with South West Trains (SWT) from London Waterloo to Honiton...

Transport User Voice – November 2016 – You and your train company

East Midlands We’ll be at an event for prospective bidders for the East Midlands franchise in...

Transport User Voice – November 2016 – Anthony Smith’s...

Investment rules! Great to see the announcements around the new Greater Anglia franchise: new...

Transport User Voice – November 2016 – Talking directly to transport...

Need to find out what transport users really think? Transport Focus has set up an online panel...

Smart ticketing in the north: what do passengers think?

We asked people about their current perceptions of travel within the region, and their needs and...

Paying for public transport with contactless – what do passengers think?

Building on the work we did in 2014 around using contactless cards for rail travel, we asked how...

A smarter way to travel

Transport ticketing is once again a hot topic. The Secretary of State wants to see smart...

ScotRail performance improvement plan – Transport Focus response

Yesterday the ScotRail alliance published a plan to improve recent poor performance. Robert...

Have your say on transport issues

As the independent watchdog, we want to know what you really think. We carry out regular...

Application pack for communications assistant (October 2016)

We are looking for a first-class communications assistant, to help us deliver high-quality media...

New Greater Anglia franchise begins – our response

Commenting on the start of the new rail franchise in East Anglia, Transport Focus chief executive...

Rail franchising – our response to select committee report

Today the transport select committee issued its report into rail franchising. Anthony...

Is it worth it? Passengers say yes to improved stations

Are station improvements worth the money? Yes, even if it means short term pain for...

Customer Experience Summit 2016

Transport Focus senior insight advisor, Keith Bailey will be speaking on a panel at the Customer...

Rail Delivery Group Stations Summit

Martin Clarke, Policy and issues executive at Transport Focus will be speaking at Rail Delivery...

House of Commons – Transport Select Committee

Head of policy at Transport Focus, Mike Hewitson, will be attending the evidence session on rail...

Rail ticketing – Transport Focus response to ORR review

Today the regulator (Office of Rail and Road) published its review of the rail retail market, which...

Changes to your rights – Transport Focus response

Transport users will get new rights from tomorrow. The new Consumer Rights Act and National Rail...

Know your rights – changes for transport users

On Saturday 1 October, the new Consumer Rights Act and National Rail Conditions of Travel will come...

Transport Focus stakeholder reception – Birmingham

We would like to invite you to an evening reception at the Library of Birmingham on Wednesday 16...

Transport User Voice – October 2016 – Anthony’s editorial

Welcome to your new-look Transport User Voice, bringing together all the top stories from our work...

Transport User Voice – October 2016 – Coming soon

We have a number of research reports due out in the coming months. Smart ticketing on buses in...

Transport User Voice – October 2016 – Case study

In our regular feature, we highlight a recent rail appeal complaint that we have handled. Click...

Transport User Voice – October 2016 – A brighter future for...

Southern and Thameslink passengers can see what the future holds once disruptive rebuilding work...

Transport User Voice – October 2016 – You and your train...

In this regular section we update on our work to boost the passenger voice in rail franchising....

Transport User Voice – October 2016 – Welsh rail franchise

We have recently submitted our response to the Welsh Affairs Committee’s inquiry into the Wales...

Britain Runs on Rail

Transport Focus Cheif executive, Anthony Smith, will be speaking at the 'Britain Runs on Rail'...

More Southern strikes announced – Transport Focus response

Your stories could help combat daily rail misery. Another wave of strikes has been announced for...

National Rail Awards 2016

Chief executive, Anthony Smith, will be presenting the 'Putting Passengers First' award at the...

Consumer Rights Act – Transport Focus response

Responding to the Government's decision to withdraw an exemption from Consumer Rights Act for the...

New Southern ‘hit squad’ – Transport Focus response

Today the Department for Transport announced a new 'hit squad' to tackle ongoing performance issues...

National Rail Passenger Survey Spring 2016 – pre-release access lists

Here you can download the spring 2016 National Rail Passenger Survey pre-release access lists....

West Midlands franchise – Transport Focus response

Commenting on the West Midlands franchise invitation to tender, Transport Focus passenger director...

Passenger Voice September 2016: Case study

Mr B booked a ticket to travel from Lockerbie to Edinburgh on a TransPennine Express service on 10...

Passenger Voice September 2016: Transport Focus board member for Wales

Have you got the skills and experience to make sure the voice of transport users in Wales is...

Passenger Voice September 2016: High Speed Two – a passenger view

From a better way of getting around the station to booking a seat, passengers have told us what...

Passenger Voice September 2016: You and your train company

East Anglia franchise Abellio has been announced as the winning bidder for the next East Anglia...

Passenger Voice September 2016: Improving the passenger experience in Wales

Transport Focus has been touring round Wales to help promote passenger interests. We’ve been...

Passenger Voice September 2016: Anthony Smith’s editorial

Overcrowding, strikes and late trains continue to be in the spotlight, but in the middle of this...

Passenger Voice September 2016: Southern Rail passenger disruption

Your stories of travelling on Southern are helping Transport Focus challenge Southern Rail to...

New satisfaction survey for Sleeper passengers

Eight in 10 Caledonian Sleeper passengers are happy with their service. Today the independent...

Rolling Stock Procurement Forum

The Rolling Stock Procurement Forum, will provide a complete strategic guide to rolling stock...

The West Coast franchise – our consultation response

When the requirements of the next InterCity West Coast (ICWC) franchise are established, it is...

2nd Annual UK Rail Station Regeneration and Development 2016

Louise Collins, our issues executive for franchising, will speak on improving the customer...

Latest rail passenger numbers and crowding figures – Transport Focus...

Responding to today’s publication of rail passenger numbers and crowding figures, David...

NRPS Stakeholder Consultation Forum presentation – July 2016

We held our NRPS Stakeholder Consultation Forum on Monday 11 July 2016. For further information...

How reliable is my train?

How reliable is my train? The rail industry has launched an app to answer that...

Board meeting – London – July 2016

There will be a public meeting of the Transport Focus Board on 21 July 2016 at Fleetbank House,...

New timetable: how Transport Focus will monitor effect on Southern...

Southern passengers will have a new timetable from Monday, leading to concerns about lack of...

Southern passengers continue to suffer – independent watchdog calls...

As Southern passengers continue to suffer, we are calling for talks to resume. Anthony Smith,...

National Rail Passenger Survey Spring 2016 – pilot questionnaire...

We have developed a shortened National Rail Passenger Survey (NRPS) core questionnaire which has...

National Rail Passenger Survey Spring 2016 – pilot questionnaire

We have developed a shortened National Rail Passenger Survey (NRPS) core questionnaire which has...

West Coast franchise competition consultation event

Sharon Hedges will be speaking about our research and passenger priorities at the InterCity West...

Annual Report and Accounts 2015-16

The Annual Report and Accounts was laid before Parliament on 4 July 2016.

Board meeting – Birmingham

There will be a public meeting of the Transport Focus Board on 16 November 2016 at the...

NRPS Spring 2016 – at a glance guides

Here you can download at-a-glance guides to the National Rail Passenger Satisfaction survey results...

National Rail Passenger Survey – Spring 2016 – Train Operating...

Tables and graphs showing results for train operating company (TOC), trend charts for all factors,...

Rail passengers feeling the strain

Latest rail passenger satisfaction figures from independent watchdog Transport Focus are out...

National Rail Passenger Survey – NRPS – Spring 2016 – Main Report

Spring 2016 results of the National Rail Passenger Survey. Click here for an infographic of the top...

National Rail Passenger Survey Technical Guide – Autumn 2015

This document outlines the methodology used in the Autumn 2015 survey, the 26th undertaken by BDRC...

National Rail Passenger Survey User Guidance Report – Autumn 2015

This document provides guidance on how to use NRPS data and outlines the types of analysis...

GTR changes its ticket office proposals

Govia Thameslink Railway (GTR) has altered its plans to change how ticket offices will be staffed...

The Friends of the Far North Line (FoFNL) AGM

Transport Focus Chief Executive Anthony Smith will be speaking at the AGM of The Friends of the...

How rail passengers really feel

Independent watchdog Transport Focus strives to give all transport users as powerful a voice as...

How rail passengers really feel

Independent watchdog Transport Focus strives to give all transport users as powerful a voice as...

Passenger Voice June 2016: Case Study

Mr T was due to travel with his nephew to London Waterloo on 23 March 2016. He bought two return...

Passenger Voice June 2016: Scottish and Welsh elections: a clearer picture...

The results are in in the Scottish and Welsh elections, but what does this mean for transport...

Passenger Voice June 2016: You and your train company

New services on the East Coast Earlier this month the Office of Rail and Road (ORR) published its...

Passenger Voice June 2016: Rail industry efforts to make passengers feel...

Stopping rowdy passengers from boarding some trains and increasing the presence of staff have made...

Passenger Voice June 2016: Anthony Smith’s editorial

On the buses? The Bus Services Bill has arrived Big changes to the way the bus services in...

Regulator announces consultation on future of rail – our response

Today the Office of Rail and Road has announced a public consultation ahead of the 2018 Periodic...

New rail services for the East Coast – Transport Focus response

Today the Office of Rail and Road has announced it has approved new services for the East Coast...

Great Western Railway/Network Rail performance conference

Our passenger manager Nina Howe will talk about the passenger perspective at this event at...

West Coast franchise consultation – Transport Focus response

Responding to the consultation announcement David Sidebottom, passenger director of the independent...

European Training Centre for Railways seminar on EU Transport Policy and...

The European Training Centre for Railways (ETCR), the College of Europe and the European Railway...

Transport Focus Workplan 2016-17

The time has come to boost the influence of transport users over the major decisions that affect...

A new approach to rail services in London and South East: our response

DfT and TfL were consulting on how some services within the London area could be transferred from...

Transport Focus response to the Hendy review

The Department for Transport consulted on Sir Peter Hendy’s review of Network Rail’s...

Wales and Borders rail franchise – consultation response from...

When new franchise deals are let we want to see passenger views at the heart of the decisions about...

How was it for you? Measuring transport users’ emotions

How did your journey make you feel? It’s not a question we have been able to ask passengers –...

Measuring passenger experience – emotional tracking ‘in the...

As the independent watchdog, Transport Focus has represented passenger views using satisfaction...

Transport Focus response to West Midlands franchise shortlist

Commenting on the Government's West Midlands franchise bidder shortlist, Transport Focus chief...

Passenger Voice April 2016: Case study

In December 2015 Mr M had booked a batch of advance tickets dated every Monday from December to...

Passenger Voice April 2016: Research coming soon

Over the next few months Transport Focus will be publishing lots of new research into passengers’...

Passenger Voice April 2016: Passengers’ experiences of delays and...

Why don’t people claim compensation for delayed trains? That’s what we asked when trying to...

Passenger Voice April 2016: Shaw report into the future of Network Rail

How do we run, maintain and develop Britain's railway for the future and make the best improvements...

Passenger Voice April 2016: You and your train company

West Midlands The Department for Transport (DfT) has been carrying out a consultation into the...

Passenger Voice April 2016: Anthony Smith’s editorial

It was fantastic to see so many people at our events in Manchester. Our panel event on the role of...

March 2016 Manchester Board meeting papers

Here can be found the supporting papers for the Transport Focus public Board meeting held in...

March 2016 Manchester Board meeting agenda

The agenda for the Transport Focus public Board meeting held in Manchester on the 17 March 2016.

Instructions for responding to the Invitation to Preferred Supplier List...

West Midlands franchise – consultation response from Transport Focus

When new franchise deals are let we want to see passenger views at the heart of the decisions about...

Passenger Voice – April 2016

GTR consultation on ticket office changes – Transport Focus response

Govia Thameslink Railway (GTR) has proposed changes to how ticket offices will be staffed at over...

Engineering the railway passenger journey

Anthony Smith, chief executive, will be a key speaker at 'Engineering the railway passenger...

Westminster Energy, Environment and Transport Forum: The future for...

David Sidebottom, passenger director, will be speaking at the Westminster Energy, Environment and...

Improving passenger compensation – Transport Focus responds

Responding to the recommendations called for by the Office of Rail and Road (ORR) to help rail...

Shaw report into the future of Network Rail – Transport Focus...

Responding to the publication of Nicola Shaw's final report into the future of Network Rail,...

Train passenger interfaces for smart travel

Linda McCord, passenger manager is presenting Transport Focus research on passenger information...

Transport Card Forum 15 March 2016

Emma Bramwell, senior insight advisor, will be giving an update on the passenger perspective of...

The Intermodal World is our Oyster

Louise Coward, senior insight advisor, will be a guest speaker at 'The Intermodal World in our...

Passenger Voice March 2016: Case study

Mr P was due to travel from Leeds to Bristol Temple Meads on a Cross Country service in September...

Passenger Voice March 2016: Research coming soon

Over the next few months Transport Focus will be publishing lots of new research into passengers’...

Passenger Voice March 2016: Govia Thameslink Railway ticket offices...

Govia Thameslink Railway (GTR) has proposed changes to how ticket offices will be staffed at over...

Passenger Voice March 2016: Transport Focus hears from Govia Thameslink...

Charles Horton, CEO of Govia Thameslink Railway (GTR), joined us at our public Board meeting on...

Passenger Voice March 2016: West Coast trains – what passengers want

When new franchise deals are let we want to see passenger views at the heart of decisions about...

Passenger Voice March 2016: You and your train company

South Western The Department for Transport (DfT) has been carrying out a consultation into the...

Passenger Voice March 2016: Passengers continue to rely on railway staff

Passengers still value the ‘human face’ of staff on the ground despite all the new technology...

Passenger Voice March 2016: Anthony Smith’s editorial

Passengers’ relationship with the bus industry This year’s UK Bus Summit provided an...

NRPS pilot questionnaires

Passenger Voice March 2016

NRPS Stakeholder Consultation Forum presentation

We held our NRPS Stakeholder Consultation Forum on 18 February 2016, where we presented an...

CrossCountry franchise Direct Award – Transport Focus submission to...

When new franchise deals are let we want to see passenger views at the heart of the decisions about...

Rail passenger satisfaction – response to Which? poll

Today Which? magazine published its latest passenger satisfaction poll. David Sidebottom,...

Smart cities and communities

Ian Wright, head of insight, will speak at Smart Cities & Communities: Shaping the Future...

Passenger Demand Forecasting Council Conference

Ian Wright, head of insight, will speak on 'the passenger of the future' at the 2016 conference of...

Smart Cities & Communities: Shaping the Future

Chief executive, Anthony Smith, will be attending the Smart Cities & Communities: Shaping the...

Transport Focus Board Meeting, London – February 2016

Transport Focus would like to invite you to join us for our public Board Meeting. This will...

February 2016 – Board meeting agenda

Please find here the agenda for our public Board meeting held on the 11 February 2016, 12 noon at...

West Coast trains – what passengers want (agency reports)

When new franchise deals are let we want to see passenger views at the heart of decisions about...

West Coast trains – what passengers want

Rail passengers travelling on West Coast services between Scotland, the North West, Wales, West...

West Coast trains – what passengers want

When new franchise deals are let we want to see passenger views at the heart of decisions about...

Passenger attitudes towards rail staff

Like many other industries the railway is constantly being challenged to look at how it can be more...

Passengers continue to rely on railway staff

Passengers still value the ‘human face’ of staff on the ground despite all the new technology...

The South Western franchise – consultation response from Transport Focus

When new franchise deals are let we want to see passenger views at the heart of the decisions about...

Transport Focus Board Meeting, Manchester – March 2016

Transport Focus would like to invite you to join us for our public Board Meeting. This will...

Passenger Voice February 2016: Is bus the missing link in delivering a...

Passenger Voice readers are invited to two events in Manchester we are hosting this March. On 16...

Passenger Voice February 2016: What next for Passengers’ Charters?

Passengers’ Charters need to be made clearer and more accessible for passengers according to our...

Passenger Voice February 2016: Case study

Mr B contacted us in December 2015 about South West Trains’ (SWT) lost property web forms,...

Passenger Voice February 2016: Tell us what you think about Passenger Voice

We hope that you find this newsletter helpful and interesting. Please tell us what you think by...

Passenger Voice February 2016: Changes to the National Rail Passenger...

We recently consulted on proposed changes to the National Rail Passenger Survey. These proposals...

Passenger Voice February 2016: You and your train company

West Midlands consultation Take this opportunity to have your say on the future of rail services...

Passenger Voice February 2016: What do passengers want from smart...

“I think the word smart means it works with your life.” This is one of many views expressed by...

Passenger Voice February 2016: Rail passenger satisfaction still...

The regular problems faced by Britain’s rail commuters is holding back a bigger recovery in...

Passenger Voice February 2016: Anthony Smith’s editorial

Rail commuters feel the pressure: passenger verdict in A big thank you to the 28,000 rail...

PR18 Reviews of Schedules 4 and 8 of track access contracts –...

Passenger Voice February 2016

What next for Passengers’ Charters? Agency report

This research looks at whether Passengers’ Charters are effective at communicating passenger...

What next for Passengers’ Charters?

This research looks at whether Passengers’ Charters are effective at communicating passenger...

National Rail Passenger Survey (NRPS) – Autumn 2015 –...

These charts show passenger satisfaction with punctuality. They compare passenger satisfaction...

National Rail Passenger Survey – NRPS – Autumn 2015 –...

National Rail Passenger Survey – Autumn 2015 – Train Operating...

Tables and graphs showing results for train operating company (TOC), trend charts for all factors,...

National Rail Passenger Survey – NRPS – Autumn 2015 –...

National Rail Passenger Survey – NRPS – Autumn 2015 –...

The Full Report was formerly called the Summary Report.

National Rail Passenger Survey – NRPS – Autumn 2015 –...

NRPS reports for all Passenger Transport Executives (PTEs). Please note, the download is a ZIP file...

National Rail Passenger Survey – NRPS – Autumn 2015 –...

The Stakeholder Report was formerly called the Consultees' Report.

National Rail Passenger Survey – NRPS – Autumn 2015 –...

Watchdog warns rail passenger satisfaction still ‘patchy’

The problems faced by some of Britain’s rail commuters are holding back a bigger recovery in...

National Rail Passenger Survey (NRPS) at a glance – Great Britain...

National Rail Passenger Survey (NRPS) at a glance guides by train company...

National Rail Passenger Survey – NRPS – Autumn 2015 –...

The National Rail Passenger Survey (NRPS) provides a network-wide picture of customers’...

New types of tickets with smart ticketing – what do passengers think...

Using smartcards on rail in the south east of England: what do passengers...

This research explored what passengers need and want when it comes to smartcards. It found out...

Smartcards on c2c: what do passengers think? – full slide pack

The train company c2c introduced smart ticketing in 2014 and this research reveals the views and...

New types of tickets with smart ticketing: what do passengers think about...

This research looked specifically at the carnet concept of offering a discount when passengers buy...

“I think the word smart means it works with your life.”

This is one of many views expressed by passengers in new research about smart ticketing published...

New types of tickets with smart ticketing: what do passengers think about...

This research looked specifically at the carnet concept of offering a discount when passengers buy...

Smartcards on c2c: what do passengers think?

The train company c2c introduced smart ticketing in 2014 and this research reveals the views and...

Using smartcards on rail in the south east of England: what do passengers...

This research explored what passengers need and want when it comes to smartcards. It found out more...

SmartRail Europe 2016

Ian Wright, head of insight, will be speaking at SmartRail Europe in Amsterdam on 'how Wi-Fi...

RAIL 100 Breakfast Club

Anthony Smith, chief executive, will be speaking at the next RAIL 100 Breakfast Club meeting. It is...

Board meeting minutes – November 2015

Here are the minutes from the public Board meeting held in Gateshead in November 2015. They have...

ORR review – Transport Focus’s evidence

The Department for Transport (DfT) held a review of the current regulatory regime for the railways....

Have your say: changes to Great Western ticket office hours

Great Western Railway (GWR) has proposed changes to ticket-office opening hours at 43 stations. 35...

Stations affected by GWR ticket office changes Jan 2016

Great Western Railway (GWR) has proposed changes to ticket-office opening hours at 43 stations. 35...

January 2016 – London Board meeting papers

Papers for the Board Meeting held in London on 14 January 2016.

South Western trains – what passengers want

South Western rail passengers are calling for better value fares and more innovative ticket...

Workplan Report 2015-16

The Workplan Report 2015-16 can be found here and is updated monthly.

Shaw Review – Transport Focus response

The Shaw Review is looking at the future shape and financing of Network Rail. As part of this...

South Western franchise: passengers’ experiences and hopes for future...

When new franchise deals are let we want to see passenger views at the heart of the decisions about...

South Western franchise: passengers’ experiences and hopes agency reports

When new franchise deals are let we want to see passenger views at the heart of the decisions about...

Jernbaneforum 2016

David Sidebottom, passenger director, will be speaking at Jernbaneforum 2016. The conference...

Transport Focus Board Meeting, London – January 2016

Transport Focus would like to invite you to join us for our public Board Meeting. This will take...

Consultation feedback on changes to the National Rail Passenger Survey

Transport Focus has consulted on proposed changes to the National Rail Passenger Survey. These...

Instructions for responding to the Invitation to Preferred Supplier List...

South Western franchise consultation event – London

Mike Hewitson, head of policy and issues, will be speaking at the South Western franchise...

South Western franchise consultation event – Isle of Wight

Sharon Hedges, issues manager, will be speaking at the South Western franchise consultation event...

South Western franchise consultation event – Portsmouth

Linda McCord, passenger manager, will be speaking at the South Western franchise consultation event...

South Western franchise consultation event – Salisbury

Nina Howe, passenger manager, is speaking at the South Western franchise consultation event in...

Passenger Voice January 2016: Case Study

Mr L was returning to his home in Alsager from Crewe by train with London Midland. Mr L had...

Passenger Voice January 2016: Research coming soon…

Over the next few months Transport Focus will be publishing lots of new research into passengers’...

Passenger Voice January 2016: Railway of the future?

We’re continuing our work on the railway of the future by talking to people that that matter...

Passenger Voice January 2016: Inverness station passenger experience

Who is using Inverness station? How do they rate aspects of the station? These are some of the...

Passenger Voice January 2016: You and your train company

New operators announced for Northern and TransPennine Express The Department for Transport (DfT)...

Passenger Voice January 2016: Planning engineering works: what works for...

Talk to me clearly, early and often,’ that’s what passengers have told us they want from train...

Passenger Voice January 2016: Anthony Smith’s editorial

The annual festive ritual of the rail fare rises. Not as painful as in previous years but...

Passenger Voice January 2016: Christmas engineering works – what you...

Did you know that there will be significant disruption taking place to services running over the...

Passengers should claim compensation: train companies must make it easier...

Responding to the super complaint launched by Which?, David Sidebottom, Transport Focus’s...

Passenger Voice – January 2016

Planning engineering works: what works for passengers

‘Talk to me clearly, early and often,’ passengers tell train companies Independent watchdog...

Planned rail engineering work – the passenger perspective

When planned engineering works impact passengers' journeys they want clear, timely information...

Planned rail engineering work – Reading

When planned engineering works impact passengers journeys they want clear, timely information about...

Planned rail engineering work – all Bath reports

When planned engineering works impact passengers journeys they want clear, timely information about...

Inverness station passenger experience – slide presentation

Inverness station passenger experience – full report

Transport Focus and HITRANS wanted to understand the experience of passengers using Inverness...

Watchdog welcomes new Northern and TransPennine franchises

This morning the Department for Transport published the details of new franchises for Northern and...

National Rail Passenger Survey – Pre-release Access List

To view the National Rail Passenger Survey (NPS) pre-release access lists, please follow the...

Westminster Energy, Environment & Transport Forum Keynote Seminar: ...

David Sidebottom, passenger director, will be giving a keynote address at the event. He will be...

Table of sample ticket prices: December 2015

These sample ticket prices are for illustration only. The fares shown are not statistically...

Fares increase – Transport Focus response

Today the Rail Delivery Group has announced that the overall average fare rise is 1.1 per...

West Midlands franchise – Transport Focus response

Commenting on the Government's decision to award London Midland a new short-term...

Rail Reparation Fund – Transport Focus response

The Office of Rail and Road (ORR) has announced a new £4.1m ‘Rail Reparation Fund’ to directly...

Passenger Voice December 2015: Is the north east well connected?

Is the north east well connected? This was the question the transport industry came to discuss at...

Passenger Voice December 2015: Coming soon…

Over the next few months Transport Focus will be publishing lots of new research into passengers’...

Passenger Voice December 2015: You and your train company

Northern and TransPennine Express Following a consultation in 2014, shortlisted bidders for the...

Passenger Voice December 2015: Tell us what you think about Passenger Voice

We hope that you find this newsletter helpful and interesting. Please tell us what you think by...

Passenger Voice December 2015: What do passengers really think about their...

Want to know what passengers really think about their rail journeys? The autumn 2015 wave of the...

Passenger Voice December 2015: Christmas engineering works

Did you know that there will be significant disruption taking place to services running over the...

Passenger Voice December 2015: Case study

Mr P applied for a Two Together Railcard on 23 May 2015, which arrived in the post on 21 July -...

Passenger Voice December 2015: Anthony Smith’s editorial

Investment continues, time to ensure passengers are at the heart of the decisions Passengers will...

Passenger Voice December 2015: It’s about time to be on time

Our new report revealed a gulf between what passengers and rail industry consider...

Electrification and other improvements: Transport Focus response to the...

Today Network Rail published the report by Sir Peter Hendy into its planned improvement...

Spending Review: Transport Focus reaction

Following the Autumn Statement and spending review Anthony Smith, chief executive of the...

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