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Transport Focus response to ‘A railway fit for Britain’s future’...

At the start of April, Transport Focus responded to the consultation on proposed policies to be...
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Rail User Survey – edition 38

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Caledonian Sleeper which has been used to...
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Rail passenger scorecard

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West Midlands Railway scorecard

West Midlands Railway’s scorecard highlights how the operator is performing on the journey...
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TransPennine scorecard

TransPennine’s scorecard highlights how the operator is performing on the journey elements that...
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Thameslink scorecard

Thameslink’s scorecard highlights how the operator is performing on the journey elements that...
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Transport for Wales scorecard

Transport for Wales’ scorecard highlights how the operator is performing on the journey elements...
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South Western Railway scorecard

South Western Railway’s scorecard highlights how the operator is performing on the journey...
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ScotRail scorecard

ScotRail’s scorecard highlights how the operator is performing on the journey elements that...
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Merseyrail scorecard

Merseyrail’s scorecard highlights how the operator is performing on the journey elements that...
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London Overground scorecard

London Overground’s scorecard highlights how the operator is performing on the journey elements...
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LNER scorecard

LNER’s scorecard highlights how the operator is performing on the journey elements that matter...
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Great Western Railway scorecard

Great Western Railway’s scorecard highlights how the operator is performing on the journey...
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Great Northern scorecard

Great Northern’s scorecard highlights how the operator is performing on the journey elements that...
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East Midlands Railway scorecard

East Midlands Railway’s scorecard highlights how the operator is performing on the journey...
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Elizabeth Line scorecard

The Elizabeth Line's scorecard highlights how the operator is performing on the journey elements...
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CrossCountry scorecard

CrossCountry’s scorecard highlights how the operator is performing on the journey elements that...
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Chiltern Railway scorecard

Chiltern’s scorecard highlights how the operator is performing on the journey elements that...
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c2c scorecard

c2c’s scorecard highlights how the operator is performing on the journey elements that matter...
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Avanti West Coast scorecard

Avanti’s scorecard highlights how the operator is performing on the journey elements that matter...
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Rail User Survey – edition 37

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Rail fares rise March 2025 – passenger watchdog response

Commenting on rail fares rising by 4.6 per cent, Transport Focus Chief Executive Alex Robertson,...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Caledonian Sleeper which has been used to...
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Rail User Survey – edition 35

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Rail sale 2025 – passenger watchdog comment

Responding to the return of the Government’s annual Rail Sale Natasha Grice, Director at the...
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Rail User Survey – train operator results

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

Avanti West Coast's scorecard highlights how the operator is performing on the journey elements...
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CrossCountry scorecard

CrossCountry's scorecard highlights how the operator is performing on the journey elements that...
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Elizabeth Line scorecard

The Elizabeth Line's scorecard highlights how the operator is performing on the journey elements...
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East Midlands Railway scorecard

East Midlands Railway's scorecard highlights how the operator is performing on the journey elements...
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Great Northern scorecard

Great Northern's scorecard highlights how the operator is performing on the journey elements that...
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Great Western Railway scorecard

Great Western Railway's scorecard highlights how the operator is performing on the journey elements...
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Greater Anglia scorecard

Greater Anglia's scorecard highlights how the operator is performing on the journey elements that...
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LNER scorecard

LNER's scorecard highlights how the operator is performing on the journey elements that matter most...
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London Northwestern Railway scorecard

London Northwestern Railway's scorecard highlights how the operator is performing on the journey...
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London Overground scorecard

London Overground's scorecard highlights how the operator is performing on the journey elements...
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Merseyrail scorecard

Merseyrail's scorecard highlights how the operator is performing on the journey elements that...
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Northern scorecard

Northern's scorecard highlights how the operator is performing on the journey elements that matter...
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ScotRail scorecard

ScotRail's scorecard highlights how the operator is performing on the journey elements that matter...
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South Western Railway scorecard

South Western Railway's scorecard highlights how the operator is performing on the journey elements...
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Southeastern scorecard

Southeastern's scorecard highlights how the operator is performing on the journey elements that...
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Southern scorecard

Southern's scorecard highlights how the operator is performing on the journey elements that matter...
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Transport for Wales scorecard

Transport for Wales' scorecard highlights how the operator is performing on the journey elements...
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Thameslink scorecard

Thameslink's scorecard highlights how the operator is performing on the journey elements that...
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TransPennine scorecard

TransPennine's scorecard highlights how the operator is performing on the journey elements that...
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West Midlands Railway’s scorecard

West Midlands Railway's scorecard highlights how the operator is performing on the journey elements...
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Measuring train performance – improving the passenger experience

This research was carried out by Transport Focus, working in partnership with Network Rail and the...
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Correspondence with the Office of Rail and Road regarding measuring...

In June 2024, the Office of Rail and Road (ORR) undertook an informal consultation on how the rail...
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Transport Focus response to Office of Rail and Road consultation on train...

In August 2024, the Office of Rail and Road consulted on train performance metrics to be used in...
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Review into train fare prosecutions – passenger watchdog response

Commenting on the Transport Secretary’s launch of a review of train company revenue protection...
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Christmas rail engineering works – transport watchdog response

Responding to Network Rail’s announcement marking six weeks to go until rail engineering works at...
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Transport Focus response to ScotRail ticket office changes

Responding to ScotRail ticket office changes, Robert Samson, senior engagement manager at Transport...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Caledonian Sleeper which has been used to...
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Rail User Survey – edition 32

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Treat honest ticket mistakes fairly – plea from passenger watchdog

Transport Focus is calling for passengers who made an innocent mistake buying rail tickets should...
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Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Rail User Survey – edition 31

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Aslef union pay deal – watchdog response

Commenting on the train drivers' union pay deal, Transport Focus Chief Executive Alex Robertson,...
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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...
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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...
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Rail User Survey – edition 30

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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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,...
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Improving the passenger experience when trains become ‘stranded’

In Autumn 2022, reports of poor passenger experiences during several ‘stranded train’ incidents...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...
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Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Rail User Survey – edition 29

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Rail User Survey – edition 28

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

Transport Focus has published its new Business Plan which sets out an exciting programme of work...
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Rail User Survey – edition 27

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...
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May bank holiday engineering works – Transport Focus response

Responding to Network Rail’s May bank holiday engineering work plans, Natasha Grice, Director at...
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Rail User Survey – edition 26

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Transport Focus public Board meeting in Birmingham

The Transport Focus Board will host its next meeting in public in Birmingham on Wednesday 22 May...
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What rail passengers need during extreme heat

The extreme heat experiences of passengers in summer 2022 were unprecedented - with temperatures...
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Westminster Energy, Environment and Transport Forum policy conference

Next steps for transport connectivity in the Midlands and North of England Transport Focus...
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Rail User Survey – edition 25

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

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Draft Rail Reform Bill – Transport Focus comment

Responding the draft Rail Reform Bill, Alex Robertson, Chief Executive at the independent watchdog...
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West Midlands Trains ticket office proposals – Transport Focus response

On 31 October 2023 Transport Focus objected to train company proposals to close ticket offices....
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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...
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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...
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Rail User Survey – edition 23

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...
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Motivations and barriers to train usage

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

Commenting on the ‘Great British Rail Sale', Transport Focus chief executive Alex Robertson,...
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Train ticket machines Which? analysis – Transport Focus comment

Comment on Which?’s report on the price of tickets at station ticket machines Transport Focus...
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LNER fares pilot scheme: Transport Focus comment

Commenting on the announcement of a fares pilot scheme by LNER, Transport Focus chief executive...
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Rail User Survey – edition 22

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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What makes for a clean and safe railway?

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

In Autumn 2021, Transport Focus and the Department for Transport (DfT) wanted to understand the...
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Online ticket retailer fees – Transport Focus comment

Comment on the Office of Rail and Road review of online ticket retailer fees, Transport Focus chief...
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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...
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Rail User Survey – edition 21

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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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,...
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Transport Focus gives evidence to the Senedd

Transport Focus expressed concerns about rail performance in Wales to the Senedd. This resulted in...
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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,...
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Transport Focus response to Christmas engineering works

Responding to Network Rail’s Christmas and New Year engineering works plans, Transport Focus...
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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...
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Watchdogs challenge rail industry over East Coast Main Line engineering...

Transport Focus and London TravelWatch have challenged Govia Thameslink Railway and Network Rail...
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Rail delays and compensation 2023

The Department for Transport commissioned Transport Focus to carry out research to update the...
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Rail User Survey – edition 20

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Independent passenger watchdog publishes response to train company ticket...

Transport Focus has today (31 October) published its responses to train company proposals to close...
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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...
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Train station ticket office consultation

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Rail User Survey – edition 19

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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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,...
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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...
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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, ...
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Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Rail User Survey – edition 18

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Ticket office consultation closes with over half a million responses...

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

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Aslef and RMT rail strike disruption

Commenting on travel disruption on 1 and 2 September due to two days of planned industrial action,...
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Bank holiday engineering works and strikes

Commenting on the upcoming bank holiday engineering works and strikes, Transport Focus director...
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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,...
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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...
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Rail fare increase – Transport Focus response

Anthony Smith, chief executive of independent watchdog Transport Focus, said: “Nobody likes...
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Rail User Survey – edition 17

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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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...
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Old Oak Common – impact of HS2 infrastructure works

Transport Focus undertook qualitative research amongst passengers using the Great Western Main Line...
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Passenger rights when train timetables are changed after ticket purchase

Transport Focus supports the rail industry’s Smarter Information Smarter Journeys initiatives to...
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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...
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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...
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Ticket office consultation extension – Transport Focus statement

Commenting on train company announcements to extend the ticket office consultation period, Anthony...
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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...
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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...
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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...
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Rail User Survey – edition 16

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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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...
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Improving passenger comfort: why we need good trains and sound track

Head of Innovation and Partnerships, Ian Wright will deliver the keynote speech 'Designing...
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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...
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Can rail competition still deliver good outcomes for passengers?

Sharon Hedges, Senior Stakeholder Manager at Transport Focus, will be speaking at the ‘Can rail...
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Rail user survey – edition 15

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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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...
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LNER extends single leg pricing

Commenting on the extension of the LNER single leg pricing trial, Transport Focus chief executive...
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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...
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Rail user survey – edition 14

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Watchdog evidence to Transport Committee Inquiry into strategic road...

Transport Focus gave evidence to the Transport Committee’s 2023 inquiry into strategic road...
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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...
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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...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...
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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...
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Potential rail industry initiatives – passenger satisfaction analysis

This research looks to understand the extent to which more than 50 potential initiatives could...
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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,...
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Transport for Wales performance letter

Following months of disruption to Transport for Wales rail services Transport Focus has written to...
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A shorter window to plan rail travel?

The rail industry is proposing to change timetable planning rules, to provide timetables eight...
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Coronation and Eurovision travel

Transport Focus wanted to understand more about how and when passengers might be travelling during...
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Rail user survey – edition 13

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

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Rail user survey – edition 12

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Transport Select Committee – minimum service levels

The Government is currently progressing a Bill that would enable the railway to run a minimum level...
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Smarter Information, Smarter Journeys – improving passenger...

Transport Focus and the Rail Delivery Group have worked together to deliver a programme of research...
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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...
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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...
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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,...
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Rail Cymru Conference 2023, Cardiff

Senior manager Wales, David Beer, will be at the Rail Cymru Conference 2023 in Cardiff. He will be...
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Transforming rail travel – what do passengers want?

Transport Focus speaks to thousands of passengers each year as part of large-scale ‘tracker’...
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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...
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TransPennine Express passenger experience survey

Transport Focus has been monitoring the experience of passengers travelling with TransPennine...
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Avanti West Coast passenger experience survey

Transport Focus has been monitoring the experience of passengers travelling with Avanti West...
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Improving the passenger experience when rail services are disrupted

Transport Focus has worked with Avanti West Coast to seek to understand passengers’ experiences...
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Rail user survey – edition 11

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

This is the latest in a series of publications from Transport Focus looking at the passenger...
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Rail passenger satisfaction – key driver analysis

What drives rail passenger satisfaction? This report summarises key driver analysis using six...
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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...
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Rail fares reform – watchdog comments

Rail fares reform took a step forward today with the announcement of a further trial of single-leg...
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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,...
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Rail passenger satisfaction drops again

Rail passenger satisfaction has continued to fall following months of industrial action and poor...
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Rail user survey – edition 10

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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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...
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Short-notice train cancellations – watchdog comment

The rail regulator has written to industry to call for more transparency on last-minute...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...
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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...
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Rail fares rise – passenger watchdog responds

Responding to the Department for Transport rail fares rise announcement, David Sidebottom, director...
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TransPennine Express ‘do not travel’ order – watchdog response

TransPennine Express has issued a 'do not travel' alert following a 'rostering system issue'...
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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,...
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Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Rail user survey – edition 9

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Watchdog at Transport Select Committee – view again

On Wednesday 14 December our chief executive, Anthony Smith, gave evidence to the Transport Select...
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Travel advice – rail disruption

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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...
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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...
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‘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...
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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...
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Avanti and TransPennine Express disruption – passenger experiences

Independent watchdog Transport Focus spoke to more than 1000 Avanti and TransPennine Express...
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Watchdog responds to new RMT strikes dates

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

Rail passenger satisfaction overall has fallen from 87 per cent to 84 per cent in Transport...
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Rail User Survey – edition 8

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

We have undertaken research in partnership with Network Rail to explore passengers’ views on...
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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...
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Rail strikes cancelled – watchdog response

Today the RMT announced that it had called off the strikes planned for next week. David...
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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...
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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...
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Reduced timetables – the passenger experience

Transport Focus has been monitoring the passenger experience on both Avanti West Coast and...
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Rail User Survey – edition 7

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Caledonian Sleeper guest satisfaction survey

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

Fixing it for rail passengers! Improving experience and communications during disruption. Our...
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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...
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Avanti contract extension – watchdog responds

Today the Department for Transport announced a short-term extension to the rail operator Avanti for...
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1 October strike: passenger experience and information survey

We asked a representative sample of 2000 people about their experiences of travelling during the...
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Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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1 October rail strikes – will people still travel?

On Saturday 1 October national rail strikes will impact almost the whole network. During this...
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1 October rail strikes – passengers’ intent to travel

On Saturday 1 October national rail strikes will impact almost the whole network. During this...
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Avanti reduced timetable – passenger experiences

Transport Focus spoke to members of its Transport User Panel to better understand their experiences...
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Rail User Survey – edition 6

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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National rail strikes – the passenger experience August update

This report is the third in a series summarising Transport Focus’s activities and findings...
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Avanti timetable disruption – correspondence

Avanti West Coast has had a series of short-notice cancellations caused by staff shortages. It...
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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...
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Rail User Survey – edition 5

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

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Rail strike feedback

The railway will be disrupted by strikes and the knock-on effects. Transport Focus is monitoring...
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National Rail strikes July 2022 – the passenger experience

On Wednesday 27 July and Saturday 30 July 2022 passengers travelling by train experienced...
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Rail fares July RPI – watchdog responds

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

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Rail strikes – 13 August update

Aslef members at Avanti West Coast, CrossCountry, Greater Anglia, Great Western Railway, Heathrow...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...
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Extreme heat, July 2022: the passenger experience

On Monday 18 and Tuesday 19 July, Britain experienced its highest ever recorded temperature. A red...
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27 July rail strikes: passenger experience and information survey

We asked a representative sample of 2000 people about their experiences of travelling during the...
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Aslef rail strikes – passenger watchdog responds

Commenting on the Aslef union strikes on Saturday 30 July, Transport Focus chief executive, Anthony...
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Rail User Survey – edition 4

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

Our previous work in autumn 2021 showed that, in principle, passengers can be recruited...
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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...
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Annual report and accounts 2021-22

Transport Focus’s annual report and accounts 2021-22, which includes the organisation’s...
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National rail strikes: easing the pain for passengers

What was the experience of the national rail strikes for passengers?  Transport Focus’s...
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National Rail strikes June 2022 – the passenger experience

In the week of 20 June 2022 rail passengers across Britain who use National Rail services...
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Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Rail User Survey – edition 3

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Rail strikes: passenger experience and information survey

Each weekend Transport Focus asks a representative sample of 2000 people from across Great Britain...
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Rail strikes – Saturday update

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

Today there is no industrial action, but fewer trains are running than normal. We’re hearing...
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Rail strikes – Thursday update

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

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

On day one of the strikes, overall things seem pretty quiet. People have heard the message to avoid...
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Rail ‘strike day’ timetables – passenger watchdog response

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

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Rail reform latest: watchdog comment

How can passengers best be represented in the future? Today the Department for Transport...
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National RMT union rail strikes – passenger watchdog responds

Commenting on the announcement of a national three-day strike by the RMT union, Transport Focus...
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Rail User Survey – edition 2

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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National rail strikes – watchdog response

Last night the RMT union announced that its members have balloted for strike action. Mike...
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Scotrail timetable changes – watchdog responds

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

Today the Department for Transport announced the new Chair of Transport Focus will be Nigel...
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Rail User Survey – edition 1

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...
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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...
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Planned rail engineering work over the Easter weekend – Transport...

With rail engineering work due to take place across the Easter weekend, operators have advised...
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Rail User Weekly Survey – train operator results

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

Chief executive Anthony Smith will be a guest speaker at the National Rail Recovery Conference on 4...
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Workplan 2022-23

Here is Transport Focus’s workplan for 2022-23. We aim to make a difference by making...
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Rail User​ Weekly Survey – week 27

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Rail User​ Weekly Survey – week 26

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Rail User​ Weekly Survey – week 24

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Tips on finding cheaper train tickets

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Whole Industry Strategic Plan – Transport Focus submission

In December Great British Railways Transition Team (GBRTT) issued a call for evidence on the Whole...
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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...
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Rail User​ Weekly Survey – week 23

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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£84m investment for Manchester and North West rail passengers

Commenting on the announcement of £84 million investment for Manchester and North West rail...
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Rail User​ Weekly Survey – week 22

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Have your say: Moorside station ticket office closure

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Rail User Weekly Survey – train operator all factors analysis

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Rail User​ Weekly Survey – week 22

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Rail fares rise – Transport Focus comment

Commenting on the 3.8 per cent increase in rail fares from today, Anthony Smith, chief executive of...
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Tram and metro passengers welcome £150 million funding

Commenting on the announcement from the Department for Transport on providing £150 million to...
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Rail User​ Weekly Survey – week 21

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Ticket offices in Scotland – update

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

ScotRail ran a 21-day consultation with proposals for amending ticket office hours at many of its...
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Transforming rail travel – what do passengers want?

Transport Focus speaks to thousands of passengers each year as part of large-scale 'tracker'...
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Rail User​ Weekly Survey – week 20

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Rail User​ Weekly Survey – trend analysis report

This report looks at trend results from the Rail User​ Weekly Survey over the twenty weeks the...
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RAIL webinar: reimagining and rebooting our passenger railway

Chief executive, Anthony Smith, is speaking at a RAIL webinar on reimagining and rebooting our...
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Rail: North of the Border Conference and Exhibition

Our Scottish Board member, Trisha McAuley, is chairing the Rail: North of the Border Conference and...
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Rail User​ Weekly Survey – week 19

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

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Rail User​ Weekly Survey – week 18

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Rail User​ Weekly Survey – week 17

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Unnecessary train announcements review – Transport Focus response

Responding the government review into train announcements that add unnecessary noise and disruption...
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Rail User​ Weekly Survey – week 16

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Caledonian Sleeper guest satisfaction survey

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

Transport Focus carried out research about travelling to work using its Transport User Panel. This...
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Rail User​ Weekly Survey – week 15

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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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...
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Have your say: changes to ScotRail ticket office hours

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ScotRail ticket office consultation – Transport Focus response

Commenting on the ScotRail ticket office consultation starting tomorrow, Transport Focus senior...
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Suspension of services over Christmas – correspondence with Southern...

On Wednesday 5 January Transport Focus sent a letter to Angie Doll, managing director at Southern...
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New temporary train timetables – passenger watchdog responds

Responding to the announcement of temporary revised timetables due to staff shortages from Covid,...
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Rail User​ Weekly Survey – week 14

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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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...
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Rail fares – Transport Focus comment

Today the Government announced that rail fares will increase by inflation (RPI - 3.8 per cent) from...
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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...
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Rail User​ Weekly Survey – week 13

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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What drives rail passenger satisfaction?

Transport Focus's Rail User​ Weekly Survey monitors passenger experiences of travelling by rail...
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Making claiming for train delays easier

Commenting on the new Office of Rail and Road train operator delay compensation licence condition,...
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HS2 – What passengers want from train interiors

Transport Focus worked with HS2 Ltd and Arup to understand what passengers wanted from the layout...
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Rail User​ Weekly Survey – week 12

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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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...
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Long term rail plans – transport watchdog comment

Today Great British Railways launched a consultation for its 30-year whole industry strategic...
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Communicating with passengers about engineering works during the pandemic:...

Communicating with passengers about engineering works during the pandemic: Research among...
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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...
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Chiltern railways contract – Transport Focus comment

Today Chiltern Railways announced it had signed a new six-year contract with the Department for...
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Rail User​ Weekly Survey – week 11

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Rail User​ Weekly Survey – week 10

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Announcements on trains – the passenger view

Transport Focus carried out research to inform decisions about improving information for train...
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Rail User​ Weekly Survey – week 9

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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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...
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Integrated Rail Plan – Transport Focus response

Responding to the Integrated Rail Plan, Transport Focus chief executive Anthony Smith,...
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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...
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Rail User​ Weekly Survey – week 8

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Rail User​ Weekly Survey – week 7

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

What do rail commuters think about the new flexi season ticket introduced in June 2021? To find out...
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Salisbury train crash – Transport Focus response

On Sunday evening, a Great Western and a South Western Railway service collided to the east of...
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Rail User​ Weekly Survey – week 6

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Rail User​ Weekly Survey – week 5

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

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...
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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...
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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...
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Westminster Energy, Environment & Transport Forum policy conference

Next steps for reform of the UK rail system and priorities for developing services and...
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Southeastern: Government’s takes over service

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

Transport Focus surveyed rail commuters that could work from home and the extent to which they plan...
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Beyond social distancing: building confidence in public transport

This research provides an in-depth understanding of how passengers feel about using public...
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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...
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Week 61: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 58-61 of Transport Focus's...
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Transport Focus responds to Senedd Committee call for priorities

Transport Focus has submitted a response to the Senedd Climate Change, Environment and...
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Week 60: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 57-60 of Transport Focus's...
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Week 59: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 56-59 of Transport Focus's...
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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...
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Have your say: changes to LNER ticket office hours

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Westminster Energy, Environment & Transport Forum policy conference

Rail contracts manager, Sharon Hedges, is speaking at the Westminster Energy, Environment &...
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Week 58: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 55-58 of Transport Focus's...
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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...
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Reservation-only services on LNER

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

Rail contracts manager, Sharon Hedges, will be speaking at the Rail Industry Forum. Key themes of...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...
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Week 57: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 54-57 of Transport Focus's...
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Week 56: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 53-56 of Transport Focus's...
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Return to rail: what do passengers want?

In this report we have looked at experiences of rail travel during Covid-19 and expectations and...
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Week 55: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 52-55 of Transport Focus's...
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Passengers expect improvements to screens at stations

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

Transport Focus, working with Network Rail and the Rail Delivery Group, asked passengers about the...
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Week 54: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 51-54 of Transport Focus's...
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Engaging with customers in the new customer reality

Different customer groups have been impacted very differently by Covid-19, and the transport sector...
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Annual report and accounts 2020-21

Transport Focus’s annual report and accounts 2020-21, which includes the organisation’s...
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Week 53: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 50-53 of Transport Focus's...
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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...
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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...
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Week 52: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 49-52 of Transport Focus's...
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Week 51: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 48-51 of Transport Focus's...
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Flexible rail season tickets explained

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Rail flexible season tickets – watchdog comment

Today the new flexible season ticket became available to buy. Anthony Smith, chief executive of...
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Train passengers anxious about increasingly busy trains

Nearly half of train passengers told the watchdog it was busier than expected on board. And nearly...
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Week 48: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 45-48 of Transport Focus's...
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Week 47: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 44-47 of Transport Focus's...
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Feedback on inclusive transport campaign – Transport User...

The Department for Transport asked us test a campaign to raise awareness of disabled transport...
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Public transport – a cleaner future?

Our insight has always shown that cleanliness is important to passengers, even before the pandemic....
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Williams-Shapps Plan for Rail: passenger response

Commenting on the Williams-Shapps Plan for Rail, Transport Focus chief executive Anthony Smith...
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Increase in rail services – Transport Focus comment

Commenting on the increase in rail services from Sunday 16 May, Transport Focus chief executive...
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Week 45: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 42-44 of Transport Focus's...
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Hitachi trains to return to service – Transport Focus comment

Following the news that Hitachi, train operators and Government have agreed a plan to reintroduce...
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Better information needed amid ongoing rail disruption

Transport Focus is calling on rail operators to focus on three key areas amid ongoing disruption...
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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...
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Rail service cancellations – Transport Focus comment

Commenting on rail service cancellations while safety checks are conducted on high-speed trains,...
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Week 44: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 42-44 of Transport Focus's...
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Measuring satisfaction and mystery shopping on Greater Anglia

Greater Anglia measured customer experience in addition to the regular National Rail Passenger...
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Week 43: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 41-43 of Transport Focus's...
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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...
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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...
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Transport User Community – National Rail personalised disruption...

We wanted to understand how our Transport User Community normally check for journey information or...
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Digital transformation and net zero – roundtable discussion

Head of innovation and partnerships, Ian Wright, will be speaking at the Chartered Institution of...
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Week 42: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 40-42 of Transport Focus's...
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Accessible transport: unlocking a better normal – upcoming event

What are the challenges disabled people have faced over the last year, and what have transport...
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Rail commuting and flexible season tickets

​There has been much talk about Covid-19 changing commuting patterns in the future. Is working...
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Extension of rail travel vouchers – Transport Focus comment

Following the news that rail travel vouchers have been extended by six months, Transport Focus...
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Bank holiday rail engineering works – Transport Focus comment

Commenting on the early May bank holiday rail engineering works, Transport Focus director David...
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Improving passenger experience post-pandemic

Stakeholder manager, Catherine Folca, will be speaking at the Accelerate Rail roundtable...
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Week 41: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 39-41 of Transport Focus's...
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Week 40: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 38-40 of Transport Focus's...
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Peloton’s Spotlight north of England

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

This report sets out work carried out in October 2019 for TransPennine Express into rail passenger...
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Watchdog helps improve Covid travel information for passengers

Transport Focus has been working with rail operators to improve online passenger information. As...
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Clarity of information for transport users – train company website...

Providing clear and accurate information to passengers has always been a priority. Traditionally it...
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The West Coast Partnership’s stakeholder conference

Director, David Sidebottom, will be speaking at The West Coast Partnership’s first stakeholder...
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ScotRail to move to Scottish Government ownership – Transport Focus...

Commenting on the announcement that ScotRail is to move to Scottish Government ownership, Transport...
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Rail Penalty Fare value reform – Transport Focus response

Responding to the Department for Transport consultation on the proposed changes to the value of...
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Easter rail engineering works – Transport Focus comment

Commenting on the Easter rail upgrade works announced by Network Rail today, Transport Focus chief...
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Ventilation on public transport – Transport User Community

What do passengers think about ventilation on board bus and rail services? How important is it in...
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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...
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Rail fare increase – Transport Focus response

Commenting on the rail fare increase, which took effect today, Transport Focus chief executive...
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New trains for the Merseyrail Network – What passengers want

Transport Focus worked with Merseytravel to establish what passengers wanted from new trains on...
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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...
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Cleanliness on public transport – transport user community

What cleaning measures do passengers assume are taking place on rail and bus? Are they assumed to...
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Transport for Wales rail fares increase – Transport Focus comment

Following the announcement that Transport for Wales will increase the cost of regulated rail fares...
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Week 36: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 34-36 of Transport Focus’s...
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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...
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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...
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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...
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Space, cleaning and covering up – transport users’ pandemic...

How can transport operators help passengers travel with confidence now and, when the time is right,...
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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...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a Guest Satisfaction Survey for Serco Caledonian Sleeper which has been used...
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Investment into reopening rail lines – Transport Focus comment

Today the Department for Transport announced a £794 million investment package into reopening East...
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Travel drops as lockdown hits

How are people feeling about travelling during lockdown? Transport Focus has been speaking to...
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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...
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Week 34: Journey satisfaction during Covid-19

This report summarises the aggregated journey satisfaction from weeks 32-34 of Transport Focus’s...
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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...
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Reduced rail services – Transport Focus comment

Commenting on reductions to rail services to reflect lower demand and staff shortages, Transport...
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Principles for amending public transport timetables

In the coming days and weeks it is likely that public transport timetables will be reduced,...
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Keep helping passengers social distance says transport watchdog

New analysis by Transport Focus confirms the ability to keep a safe distance from other passengers...
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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,...
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Christmas travel refunds for rail and coach passengers – Transport Focus...

Commenting on the Government decision to offer refunds for cancelled Christmas train and coach...
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Rail fare increase – Transport Focus response

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

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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...
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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...
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Christmas travel window – letter to rail operators

Transport Focus has written to rail operators on behalf of those who intend to travel during the...
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WATCH NOW: the transport user Covid debate

Here's your chance to watch the transport user Covid debate, exploring what transport users need to...
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Annual report and accounts 2019-20

Transport Focus’s annual report and accounts 2019-20, which includes the organisation’s...
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Nationalisation of the Transport for Wales rail franchise –...

Commenting on the nationalisation of the Transport for Wales rail franchise, Transport Focus chief...
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Great Western Railway timetable change

​​In December 2019 Great Western Railway (GWR) introduced the biggest timetable change on the...
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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...
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New veterans railcard – Transport Focus comment

Commenting on the launch of the new veterans railcard, Transport Focus chief executive Anthony...
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Transport User Community – recent restrictions and rail and bus...

This report from covers Transport Focus’s Transport User Community’s thoughts on recent...
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Transport User Community – rail refunds and fee changes

This report from covers Transport Focus’s Transport User Community's thoughts on National Rail's...
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Workplan 2020 – 21

Transport Focus's 2020 - 21 workplan sets out our key campaign and work objectives plus financial...
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No refund or extension on railcards – Transport Focus comment

Following the Government decision not to offer refunds, extensions or discount on renewal for...
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HS2 Customer Community

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

The Northern Customer Experience Survey was conducted throughout the year across most four week...
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Compulsory seat reservations on rail – letter to industry

Transport Focus has raised concerns with the rail industry about confusion over compulsory...
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Face coverings on rail – Transport Focus comment

Today the rail industry launches a trial of a scheme to encourage more people to wear face...
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Transport User Community – recent bus and rail journeys

This report from Transport Focus’s Transport User Community summaries users’ recent experience...
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‘Informed traveller’ correspondence

For passengers to plan rail journeys, let alone buy tickets, they need to know what is running...
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Transport User Community – rail reservations and virus risk

This report summaries the findings from Transport Focus’s new Transport User Community covering...
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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...
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Transport User Community – rail leisure travel and urban travel

This report summaries the findings from Transport Focus’s new Transport User Community covering...
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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...
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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...
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Transport User Community – rail fares and flexible ticketing

This report covers summaries the findings from Transport Focus’s Transport User Community...
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Bouncing Back (virtual event)

David Sidebottom will be speaking at this event on adjusting to rail demand after Covid-19. The...
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Transport User Community – return to rail travel

This report summaries the findings from Transport Focus’s new Transport User Community covering...
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Covid-19 reduced timetable report

At the start of lockdown, the rail industry wanted to understand whether the reduced timetable...
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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...
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‘Keep improvements on track’: rail passengers welcome investment in...

“Keep things simple, look after your regular customers and please communicate as much as you...
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Understanding the impact of railway staff

In recent years the role of staff on the railway has become an increasingly contentious issue. As...
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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...
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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...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a Guest Satisfaction Survey for Serco Caledonian Sleeper which has been used...
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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...
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Refurbishing train carriages to suit passenger needs

Transport Focus, London TravelWatch and Porterbrook commissioned the below research report to...
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National Rail Passenger Survey Autumn 2019 – technical report

This document outlines the methodology and technical details for the National Rail Passenger Survey...
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A dual measurement approach to the National Rail Passenger Survey in...

This report outlines the methodology for the ScotRail National Rail Passenger Survey following...
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Personal security on trains – what passengers think

In August 2019 we asked our Transport User Panel about how they felt about personal security during...
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Measuring passenger satisfaction and mystery shopping on Greater Anglia

Transport Focus and its agency measured customer experience on Greater Anglia between April and...
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Watchdog welcomes clarity for Great Western and Southeastern passengers

Today the Government announced new contracts for the operators of Great Western and South Eastern...
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Have your say: proposal to close Newhaven Marine station

Please be aware of the consultation to close Newhaven Marine station. The consultation period...
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Transport User Voice – latest newsletter

The March 2020 of Transport User Voice is out now. You can read more on: our Sort My Sign...
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King’s Cross station closure

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

The Office for Statistics Regulation published its report following an assessment of the National...
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Reliability on high frequency rail routes – what passengers think

This report contains the findings of passenger research commissioned by Transport Focus in...
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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...
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Transport Focus response to Northern franchise changes

David Sidebottom, director at the independent watchdog Transport Focus, said: “After years of...
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Unreliable trains sap passenger satisfaction

Dire performance continues for many as passengers in some areas still can’t rely on their train...
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Signs of improvement for rail passengers in Scotland

Rail passengers in Scotland have recorded one of the biggest improvements in rail satisfaction...
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Rail passengers in Wales say ‘much of the same’

The independent watchdog has warned that Welsh rail passengers are among the least satisfied in...
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Satisfaction with rail at all-time low in West Midlands

West Midlands passengers registered disapproval with recent ‘awful’ performance, as rail...
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Satisfaction with rail near all-time low in the north

Rail passengers in the north are reporting the lowest satisfaction since surveys began after...
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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...
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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...
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Reliability on high-frequency rail routes – what passengers think...

This report contains the findings of passenger research commissioned by Transport Focus in...
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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,...
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Transport Focus welcomes new split ticketing tool

Rail ticket retailer trainline.com has launched a new split-ticketing tool on its app. Anthony...
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Transpennine Express to refund fare increase for season ticket holders –...

Commenting on the announcement that Transpennine Express will refund the fare increase for season...
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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...
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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...
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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...
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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...
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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...
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Abellio’s ScotRail contract to end in 2022

Following the announcement that Abellio’s ScotRail contract will end three years earlier,...
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South Western Railway strike survey

Transport Focus wanted to find about the impact of the South Western Railway RMT strike action on...
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Transport Focus welcomes new London TravelWatch director

Independent watchdog Transport Focus welcomes new London TravelWatch director Emma Gibson. Chief...
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Rail fare increases – Transport Focus response

Rail fares will increase by 2.7 per cent in January, the industry announced today. Anthony...
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Two train companies offering extra compensation for severe disruption

Commenting on the announcement from London Northwestern Railway (LNR) and West Midlands Railway...
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Transport Focus letter to West Midlands Trains

Following significant disruption for rail passengers in and around the West Midlands, Transport...
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Great Western timetable change letters

In October, Transport Focus chief executive Anthony Smith wrote to Great Western Railway, Network...
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Smart travel extends across Govia Thameslink Railway

Commenting on the Govia Thameslink Railway announcement on smart travel,  Anthony Smith, chief...
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Transport Focus response to the Scottish Government’s National...

The draft National Transport Strategy advocates a vision for Scotland’s transport system that...
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Letter to the chair of the HS2 Review

Transport Focus chief executive Anthony Smith has written to the chair of the HS2 Review setting...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a Guest Satisfaction Survey for Serco Caledonian Sleeper. These results were...
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Transport User Voice – latest newsletter

The October 2019 issue of Transport User Voice is out now. You can read more on: our...
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Communication invaluable to passengers during works on the Brighton main...

Passengers travelling during engineering want appropriate communication and compensation, says...
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Brighton Main Line Improvement Project – the passenger perspective

The Brighton Main line Improvement Project took place from October 2018 until February 2019 with...
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Transport User Voice – latest newsletter

The September 2019 issue of Transport User Voice is out now. You can read more on: the...
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Watchdog letter to rail industry – heat-related disruption

In July 2019 we wrote to the Rail Delivery Group to highlight passengers' poor experiences during...
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First Trenitalia wins the West Coast Partnership rail franchise competition

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

The table below lists the most important pieces of research we have carried out and published in...
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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...
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Southeastern passengers will be disappointed by cancellation of franchise...

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

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

The Blake Jones review is one of many following the May 2018 timetable crisis. It focuses on the...
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Prime Minister pledges new Manchester-Leeds rail route

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

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

Too many rail passengers miss out on the compensation they are entitled to. Transport Focus’s...
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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...
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Conservative Party Conference fringe event, Manchester

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

This research commissioned by Transport Focus on behalf of the Department for Transport (DfT)...
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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...
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Better punctuality and new trains improving overall satisfaction with...

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

Transport Focus consults more than 50,000 passengers a year to produce the National Rail Passenger...
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Passengers deserve and expect improvements by ScotRail to continue

Commenting on the news from ScotRail that - under its performance improvement plan - more trains...
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Delay Repay compensation – what happened when you claimed?

Transport Focus will shortly launch a campaign focused on delay repay compensation. If you've...
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West Midlands Trains Annual Rail Conference, Liverpool

Linda McCord, senior stakeholder manager, will be presenting at the West Midlands Trains Annual...
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Williams Rail Review – Passenger representation

This is Transport Focus's fifth submission to the Williams Review. As with all four other previous...
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Future of Rail conference, London

Anthony Smith, chief executive at Transport Focus, is speaking at New Civil Engineer’s Future of...
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Rail passenger trust: new report highlights need for reform

New analysis from the independent watchdog Transport Focus highlights which train operators scored...
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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...
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Network Rail Business Briefing, Basingstoke

Catherine Folca, stakeholder manager, will be a member of the panel at the Network Rail Business...
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Smartrail 2019, Munich

Ian Wright, head of innovation and partnerships, is speaking and chairing a session at SmartRail...
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Easier fares consultation one year on

Marking one year on since the launch of the easier fares consultation Anthony Smith, Transport...
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Rail passenger watchdog responds to latest Office of Rail and Road...

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

This chart details the staff structure of Transport Focus as of August 2021.
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May 2019 rail timetable changes – the passenger view

Speaking about the new national summer rail timetable that begins to take effect from Sunday 19...
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Train companies must make it easier for passengers to claim compensation...

Commenting on research by Which?, Anthony Smith, chief executive of the independent transport...
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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...
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Rail Live 2019, Warwickshire

Nina Howe, senior stakeholder manager, is speaking at Rail Live 2019 about 'Delivering railway...
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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...
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Rail Delivery Group proposals to the Williams Rail Review

Commenting on the Rail Delivery Group proposals to the Williams Rail Review, Anthony Smith chief...
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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...
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Westminster Energy, Environment & Transport Forum, London

David Sidebottom, director at Transport Focus, is attending the Westminster Energy, Environment...
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Railway Customer Information 2019, London

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

Dan Taylor, senior policy advisor, is speaking at Railway Customer Information 2019 about 'Avoiding...
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Smart ticketing rolled out across the UK

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

Anthony Smith, chief executive of the transport user watchdog, Transport Focus, commenting on the...
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West Midlands Trains stakeholder event, Birmingham

Linda McCord, senior stakeholder manager, is presenting at a West Midlands Trains stakeholder...
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£300 million fund for disabled rail station access

Commenting on the £300m government investment to improve access to train stations for disabled...
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Toilet charges scrapped at Network Rail stations

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

Guy Dangerfield, head of policy, is speaking at the Enabling Better Network Performance conference...
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Train punctuality to be measured to the minute

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

Resignalling and re-modelling works around Derby station will bring significant disruption to train...
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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...
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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...
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Accountable leadership for the railway is key for passengers

New research published today by Transport Focus to inform the Williams Rail Review confirms that...
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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...
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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...
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Action to reform broken rail fares system

Transport Focus welcomes the rail industry’s ‘Easier Fares for All’ proposals to Government...
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Williams Rail Review: what do passengers want?

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

Passengers increasingly expect services to be delivered to them in smarter ways using technology...
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Rail Live!, Bilbao

Ian Wright, head of innovation and partnerships, is chairing a session for Rail Live! on ticketing...
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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...
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New Year rail fares rise

Commenting on the New Year rail fares rise Anthony Smith, Transport Focus chief executive,...
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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...
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UK Rail Summit session, London

David Sidebottom, director at Transport Focus, is chairing a session for the UK Rail Summit on...
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Accelerate: Rail 2019, London

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

Anthony Smith, chief executive at Transport Focus, is chairing a session for the UK Rail Summit...
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Westminster Energy, Environment & Transport Forum, London

Anthony Smith, chief executive at Transport Focus, is speaking at the Westminster Energy,...
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Rail: North of the Border Conference, Glasgow

Robert Samson, senior stakeholder manager, is speaking at the Rail: North of the Border Conference...
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All-Party Parliamentary Group on Customer Service, London

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

Commenting on the Office of Rail and Road's open access consultation, David Sidebottom director at...
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Arrival of Delay Repay 15 for Northern rail passengers

Welcoming the arrival of Delay Repay 15 compensation for Northern rail passengers, David...
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Awareness of compensation for Thameslink and Great Northern passengers

In July 2018 Govia Thameslink announced details about additional compensation available to...
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Watchdog urges more Thameslink and Great Northern passengers to claim...

The independent transport watchdog wants more Thameslink and Great Northern passengers to come...
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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...
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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...
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Transport Focus welcomes the announcement of a new Rail Ombudsman

Transport Focus welcomes the establishment of The Rail Ombudsman – an independent body with...
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Customer complaint handling procedure (CCHP)

How we can help you – customer complaint handling procedure Transport Focus is the independent...
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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...
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Rolling Stock Procurement Forum, London

Ian Wright, head of innovation and partnerships, is speaking at the Rolling Stock Procurement...
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Govia Thameslink Railway stakeholder forum, London

Linda McCord, senior stakeholder manager, is presenting at the Govia Thameslink Railway stakeholder...
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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...
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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...
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Transport User Voice – November 2018 – You and your train...

Accessibility Forum Transport Focus’ bi-annual Accessibility Forum – well attended by over...
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Transport User Voice – November 2018 – Transport for Wales...

Welsh passengers have high expectations for their new rail service The early hours of Sunday 14...
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Transport User Voice – November 2018 – Saturday strikes...

Northern passengers tell us how they have been affected Industrial action by members of the...
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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...
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Great Western Rail Forum, Reading

Sharon Hedges, senior stakeholder manager, is taking part in a panel debate at the Great Western...
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Putting passengers at the heart of HS2 stations

Commenting on the design vision for new HS2 stations in Birmingham, David Sidebottom director at...
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Rail Regulator investigation into GTR and Northern over passenger...

Commenting on the opening of an investigation into GTR and Northern over passenger information...
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One-click compensation for passengers

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

The Department for Transport commissioned Transport Focus to carry out research to update the...
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Transport User Voice – October 2018 – Scotland – future...

Working to promote passengers’ top priorities for rail services in Scotland Transport Focus...
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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...
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Transport User Voice – October 2018 – You and your train...

What's happening on your train services? Cross Country franchise competition The Department for...
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Transport User Voice – October 2018 – Nearly 20,000 passengers...

Easier fares reform roundtable Our rail fares consultation – undertaken jointly with the Rail...
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New assistance app for disabled rail passengers

A new app has been developed to help ease train travel for disabled rail passengers across the...
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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...
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Northern extends compensation to non-season ticket holders

Commenting on the extension of compensation to non-season ticket holders on Northern rail,...
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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...
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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...
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East Midlands Trains timetable change research

Transport Focus has carried out research for East Midlands Trains to explore passengers’...
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Delay Repay 15 compensation for Northern passengers

Commenting on the announcement of Delay Repay 15 for Northern Passengers, Transport Focus...
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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...
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Network Rail South East leadership conference, London

Linda McCord, senior stakeholder manager, is speaking at the Network Rail south east leadership...
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Transport User Voice – latest newsletter

Read the September 2018 issue. You can read more on: our timetable crisis compensation...
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Additional compensation offered to Northern and TransPennine Express...

On 11 July Northern and TransPennine Express (TPE) announced details about additional compensation...
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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...
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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...
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Transport User Voice – September 2018 – Boosting passenger priorities...

Helping to shape partnership working in two combined authority areas Transport Focus already...
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Transport User Voice – September 2018 – Update on our road user...

Strategic Roads User Survey Measuring satisfaction with road users’ experience of a journey...
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Transport User Voice – September 2018 – Wales and Borders

Promoting passenger priorities as the new rail operator gets going On 4 June it was announced...
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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...
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Strikes on Northern set to seriously affect services this weekend

Anthony Smith, chief executive of the independent watchdog Transport Focus, said today: “With...
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Learning the lessons from Lewisham winter incident

Commenting on the findings of an investigation into the 2 March Lewisham incident published today...
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Future of Rail roundtable discussion, London

Ian Wright, head of insight, is speaking at a roundtable discussion on the Future of Rail,...
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Jargon to be removed from train tickets

Confusing jargon will be removed from tickets and journey information for half a million train...
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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...
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Rail Delivery Group panel, Labour Party Conference, Liverpool

Anthony Smith, chief executive at Transport Focus, is speaking at the Rail Delivery Group fringe...
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Passenger Demand Forecasting Council annual conference, London

Keith Bailey, senior insight advisor, is presenting on 'Tomorrow’s passengers: understanding how...
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Compensation for non-season ticket holders affected by timetable disruption

Watchdog welcomes signal from Transport for the North about compensation for non-season ticket...
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Transport User Voice – latest newsletter

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

Eight in ten passengers in Scotland say they are satisfied overall with ScotRail services. The...
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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...
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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...
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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...
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Action on timetables: Network Rail ordered to improve

Today the regulator issued an action plan for Network Rail to resolve serious issues with its...
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Overcrowding on trains remains a persistent challenge

Commenting on the Department for Transport’s ‘Top 10’ overcrowded train services, Guy...
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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...
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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...
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Appointment of Rail Ombudsman to rule on passenger complaints

Following the announcement that Dispute Resolution Ombudsman has been appointed to run the new Rail...
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Annual report out now

What have we done to help transport users? Transport Focus is a consumer organisation – a...
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Annual report and accounts 2017-18

Transport Focus's Annual Report and Accounts was laid before Parliament on 12 July 2018.
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Compensation for Thameslink and Great Northern passengers

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

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

Responding to the announcement of a phased approach to introducing the December rail timetable,...
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Cross Country Consultation event, Bristol

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

Hannah Lovell, stakeholder manager, is speaking at a local Cross Country consultation event,...
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Cross Country Bidders’ Day, London

Sharon Hedges, senior stakeholder manager, is speaking at the Cross Country Bidders’ Day,...
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Rail Alliance Networking Event, Gateshead

Rosie Giles, insight advisor, is speaking to the Rail Alliance networking event about station...
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British Transport Police Authority event, London

David Beer, stakeholder manager, is speaking at the British Transport Police Authority policing...
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Anglia Route Supervisory Board meeting, London

Catherine Folca, stakeholder manager, is presenting the National Rail Passenger Survey results to...
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Railfuture event, Haywards Heath

Catherine Folca, stakeholder manager, is presenting our research on fares and ticketing at a...
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Compensation announced for GTR passengers

The independent watchdog has welcomed news that GTR passengers will be compensated for recent...
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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...
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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...
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Rail timetable disruption Board meeting – correspondence

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

Compensation announced for rail passengers in the north

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

Transport User Voice newsletter – out now

The July 2018 issue of Transport User Voice is out now. Click here to read more on: ...
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Storms and weak performance buffet rail passenger satisfaction

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

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...
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You and your train company

CrossCountry franchise consultation What do people want from future Cross Country services? The...
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A smarter transport network for Scotland

Transport Focus is helping keep passengers at the heart of the process as a Scottish transport bill...
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Goodwill gesture for penalty fare passenger

Two separate ticket inspections failed to spot that Mr F was missing part of his ticket as he...
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‘Something better change’

The pop song by the Stranglers probably sums up the feelings of rail passengers caught in the...
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New Wales and Borders rail services

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

Misery for many – so what can be done?

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

'Buses are doing a job, though we aren't happy about it - we like the heritage trains...
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Rail timetable crisis in the north – watchdog challenges industry over...

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

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...
Read more

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)...
Read more

Storms and weak performance buffet rail passenger satisfaction

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

When new franchise deals are negotiated we want to see passenger views at the heart of the...
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‘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...
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Special Transport Focus Board Meeting, Manchester

Rail passengers have suffered frustrating disruption since 20 May, when a new timetable was...
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Transport Focus presses for stable timetables and generous compensation

“Give passengers decent compensation when they’ve been messed about,” says the independent...
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Rail disruption following new timetable – correspondence

Unprecedented delays, confusion and cancellations have made life miserable in recent weeks for...
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Northern rail crisis – a letter

Anthony Smith, chief executive of Transport Focus, has written a letter to all newspapers across...
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Rail timetable compensation and inquiry

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

Rail crisis: passengers need reliable services and meaningful compensation

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

Transport Focus is calling on passengers to have their say on the future of the rail fares...
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Watchdog welcomes new Wales and borders franchise

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

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

Following the introduction of a new timetable on 20 May delays and cancellations continue for...
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High Speed Two (HS2) Passenger Panel Insights

Our customer community was a diverse group of 40 prospective users of the HS2 network. The...
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Wales and Borders franchise awarded to KeolisAmey

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

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

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

Anthony Smith, chief executive at Transport Focus, is speaking at the Rail Delivery Group annual...
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Transport watchdog challenges rail industry over ‘unreliable’...

The independent watchdog has pressed the industry to do more to warn passengers when timetable...
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Warn passengers about inaccurate timetables – watchdog calls special...

Transport watchdog challenges rail industry over insufficient warnings for passengers when...
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Advance notice of rail engineering works – an update

Transport Focus keeps a close eye on the rail industry’s obligations to ensure timetable changes...
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Digital railway – the passenger perspective

The rail industry is promising to provide more reliable services through the introduction of new...
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From the industrial revolution to the digital revolution – the...

Our chief executive has contributed to a Govia Thameslink Railway essay series titled From the...
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Special Transport Focus Board Meeting, London

Passengers are being let down because timetables during engineering works are not being finalised...
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Association of Community Rail Partnerships, London

Jordan Sargeant, stakeholder manager, is presenting insights from the National Rail Passenger...
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Association of Community Rail Partnerships, York

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

Rail passengers need a fares system they can trust and that suits the way they travel now. The...
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Best train stations according to passengers revealed

London Kings Cross is the top train station in Britain, say passengers. In a survey by...
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Rail travel warning for Brighton passengers

As passengers were today warned to avoid travelling to Brighton due to issues with rail replacement...
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North of England Transport Summit, Manchester

David Sidebottom, director at Transport Focus, is chairing three sessions at the North of England...
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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...
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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...
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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...
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All-Party Parliamentary Rail Group, London

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

Why not hop on a train? This is what the independent watchdog asked some infrequent and...
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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...
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New independent appeals process – Transport Focus response

Responding to the new independent appeals process to protect rail passengers issued with penalty...
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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,...
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Network Rail South East Route event, London

Linda McCord, senior stakeholder manager, will be presenting the passenger perspective for the...
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Connecting the South East, Farnborough

Anthony Smith, chief executive at Transport Focus, is speaking at Connecting the South East. The...
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SmartRail 2018 conference, Amsterdam

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

We are the independent transport user watchdog. Our mission is to get the best deal for passengers...
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Future West Coast rail services – our statement

Today the Secretary of State for Transport, Chris Grayling, launched the competition for running...
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UK Infrastructure Show, Birmingham

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

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

David Sidebottom, director at Transport Focus, is a panellist at the Welsh Transport Forum, talking...
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Westminster Energy, Environment & Transport Forum, London

David Sidebottom, director at Transport Focus, is speaking at the Westminster Energy, Environment...
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Market Research Summit, London

Keith Bailey, senior insight advisor, is speaking at the Market Research Summit about our report...
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Weather watch 2

The return of recent extreme weather continues to make things tough for transport users, especially...
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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...
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26-30 Railcard website – disappointment for passengers

Responding to the 26-30 Railcard website technical problems passenger director at Transport...
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‘Train companies’ misleading compensation claims hit...

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

Widespread heavy snow and Storm Emma are making things tough for transport users in various parts...
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Westminster Energy, Environment and Transport Forum, London

Anthony Smith, chief executive at Transport Focus, is speaking at the Westminster Energy,...
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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...
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Train timetable uncertainty leaves passengers in the dark, warns watchdog

Rail passengers are being let down again by train timetable uncertainty, warns independent watchdog...
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Great Western rail franchise: consultation response

Transport Focus welcomes the opportunity to provide a rail passenger’s perspective as the future...
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New Civil Engineer’s UK Transport, London

Anthony Smith, chief executive at Transport Focus, is speaking at the New Civil Engineer’s UK...
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“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...
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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...
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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...
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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...
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Transport User Voice – February 2018 – Scotland’s passengers...

Eight in ten passengers in Scotland say they are satisfied overall with ScotRail services. The...
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Transport User Voice – February 2018 – Case Study

Miss E bought an annual season ticket, costing £4900, for her daily commute with Southeastern....
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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...
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Transport User Voice – February 2018 – You and your train...

What do Great Western Railway passengers think of their service? The Great Western franchise...
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Transport User Voice – February 2018 – Transport Focus calls...

Rail bosses vowed improvements after the watchdog called them in over declining...
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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...
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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)...
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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...
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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...
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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...
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Southeastern’s Stakeholder Forum

Linda McCord, senior stakeholder manager at Transport Focus, will be presenting South Eastern's...
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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...
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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...
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Community rail consultation – Transport Focus response

Transport Focus supports Community Rail Partnerships (CRP) and agrees they bring benefits as set...
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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...
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Watchdog calls in South Western Railway and Network Rail for poor...

Rail bosses vowed improvements after the watchdog called them to task over declining...
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Rail compensation figures – Transport Focus response

Today the Department for Transport published its figures for the amount of compensation claimed by...
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Rail fare rises set to bite

Meet passengers’ basic needs, and offer better-value ticket options, is the message from...
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Transport User Voice – new issue out today

The January 2018 issue of Transport User Voice is out now. Click here to read more on: ...
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Transport User Voice – What’s happening in Wales?

Bus Strategy in Wales Transport Focus is ensuring the passenger voice is playing a central role...
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Transport User Voice – Case study

Ms B dropped her son, Mr B, at Bromsgrove station where he normally buys a ticket from the ticket...
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Transport User Voice – Maintaining the railway

Maintaining the railway is critical – without regular maintenance, things will not run...
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Transport User Voice – You and your train company

Passengers’ needs at the heart of long-term planning Our report on passengers’ priorities...
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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...
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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...
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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...
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Improving passenger experience of essential maintenance works

Maintaining the railway is critical – without regular maintenance, things will not run...
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Routine railway maintenance: passenger perspectives and priorities

Maintaining the railway is critical – without regular maintenance, things will not run...
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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...
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Advance notice of rail engineering works – correspondence

Transport Focus keeps a close eye on the rail industry’s obligations to ensure timetable changes...
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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...
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Tables of sample ticket prices: December 2017

Table of sample rail ticket prices (prices are for illustration only). The fares shown are not...
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Rail fares increase for 2018 – Scotland response

Anthony Smith, chief executive of the independent watchdog Transport Focus, said: "It's mixed...
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Rail fares increase for 2018

Meet passengers’ basic needs, and use a fairer fares formula, is the message from independent...
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Rail fares increase for 2018 – Wales response

Anthony Smith, chief executive of the independent watchdog Transport Focus, said: "A chill wind...
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South Eastern rail franchise – our response

Following the announcement of the South Eastern franchise invitation to tender, Transport Focus...
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Consultation on new Great Western Railway operator – our response

Today the Department for Transport announced a consultation on the future of the Great Western...
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Rail strategy announced – our response

The Department for Transport today launched its Strategic Vision for Rail. Anthony Smith, chief...
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Value for money still key priority for rail passengers

Value for money remains the top thing rail passengers want to see improved. The independent...
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Rail passengers’ priorities for improvement

Value for money remains the top thing rail passengers want to see improved. The independent...
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Transport User Voice – new issue out today

The December 2017 issue of Transport User Voice is out now. Click here to read more on: ...
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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...
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Thameslink timetable – Transport Focus response

Responding to the National Audit Office Thameslink programme report Linda McCord, passenger manager...
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Transport User Voice – Case Study

Mr L was travelling from Edale to Lincoln Central via Sheffield with Northern. He bought his ticket...
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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...
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Transport User Voice – Northern transport reception

We’ve been sharing our plans to ensure transport users are at the heart of northern...
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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...
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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...
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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...
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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...
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New 26-30 Railcard – welcome news for passengers

Responding to the announcement of  new railcard for passengers aged 26-30 Transport Focus's chief...
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Call for more reliable travel assistance – our response

Today the rail regulator published research on rail passengers' experience of booked assistance,...
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Board meeting minutes – March 2017

Here are the minutes from the public Board meeting held in London in March 2017. They have been...
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World Rail Festival 2017, Netherlands

Guy Dangerfield, head of strategy at Transport Focus, is hosting a round table at the World Rail...
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Changes to complaints handling guidance consultation – Transport...

Transport Focus acts as an advocate on behalf of passengers and works with rail companies to try...
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London Waterloo station and South West upgrade passenger research

South West Trains and Network Rail have upgraded London Waterloo station to accommodate longer...
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Rail passengers’ experiences and priorities during engineering...

Independent watchdog Transport Focus has updated its 2012 research Passenger priorities during...
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Keep me on the train!

“Keep us on the train, even if it means a longer journey,” passengers tell rail...
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Transport User Voice – new issue out today

The November 2017 issue of Transport User Voice is out now. Click here to read more on: ...
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Transport User Voice – Northern transport reception

Would you like to find out more about what we do for transport users in Northern England? Why...
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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...
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Transport User Voice – New board to represent passengers in Wales

Wales Route Supervisory Board Transport Focus has joined forces with Network Rail, Arriva Trains...
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Transport User Voice – Case Study

Mr M was travelling from Glasgow Queen Street to Peterborough with two other passengers. He...
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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...
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Transport User Voice – Liverpool Lime Street upgrade: giving passengers...

How was the Liverpool Lime Street station upgrade for you? With passengers forced to make...
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Developing a transport strategy for the Midlands: devolution,...

Transport Focus director, David Sidebottom, is speaking at the Westminster Energy, Environment and...
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Southern rail strikes – Aslef union ballot

Responding to the announcement that Southern rail drivers are to be balloted on a proposed deal,...
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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...
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New funding for the railway – our response

Today the Secretary of State for Transport, Chris Grayling, set out the next round of rail...
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NRPS technical guide – Spring 2017

This technical guide outlines the methodology and technical details for the Spring 2017 NRPS (wave...
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Transport User Voice – Case Study

Mrs G buys her son his Great Western Railway (GWR) season ticket from Guildford station as he uses...
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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...
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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...
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Welsh language report 2016-17

We wrote to the Welsh language commissioner to report on how we dealt with Welsh language issues in...
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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...
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Caledonian Sleeper: understanding passengers’ expectations and...

Transport Focus has undertaken research on behalf of Caledonian Sleeper to understand the...
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East Midlands rail franchise: passengers’ experiences and aspirations

The current East Midlands franchise, operated by Stagecoach, ends in March 2019. As part of the...
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The next East Midlands rail franchise: building on solid foundations

The next East Midlands rail franchise must seize the opportunity to deliver an outstanding...
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East Midlands rail franchise: passengers’ experiences and aspirations

Publication of research on passengers' experiences and aspirations for the next East Midlands...
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Transport User Voice – new issue out today

The September 2017 issue of Transport User Voice is out now. Click here to read more on: ...
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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...
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Transport User Voice – Case study September 2017

Mrs J was travelling from Feniton to London Waterloo station in order to go to an appointment....
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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...
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Transport User Voice – Waterloo station upgrade: giving passengers a...

How was the London Waterloo station upgrade for you? Transport Focus has be monitoring the...
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Transport User Voice – Chief executive’s editorial September 2017

Summertime and the engineers are busy… Welcome, much needed, investment in our transport systems...
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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...
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Passengers welcome South West Trains Waterloo compensation

David Sidebottom, Director, responded to the announcement that South West Trains monthly and annual...
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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...
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Rail fares rise – response to inflation figure

David Sidebottom, director of Transport Focus, the independent transport user watchdog,...
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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...
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Northern industrial action – Transport User Panel survey

The survey was undertaken in order to get a sense of how passengers feel about the industrial...
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Merseyrail industrial action – Transport User Panel survey

The survey was undertaken in order to get a sense of how passengers feel about the industrial...
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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...
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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...
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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...
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Transport User Voice – You and your train company August 2017

Wales and Borders Transport Focus presented our latest research into passengers' experiences and...
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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...
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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...
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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...
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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...
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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…!)....
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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...
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Standing room only? What will passengers make of the Department of...

Commenting on the Department for Transport’s ‘Top 10’ overcrowded train services, Anthony...
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Office of Rail and Road ‘Measuring Up’ report –...

Commenting on today’s ‘Measuring up’ report from Office of Rail and Road, Anthony Smith,...
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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)...
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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...
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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...
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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...
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National Rail Passenger Survey – NRPS – Spring 2017 – Full Report

The Full Report was formerly called the Summary Report.
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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...
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Official statistic: National Rail Passenger Survey Spring 2017 results

The latest rail passenger satisfaction figures from the independent watchdog, Transport Focus, are...
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Transport Focus responds to the Government’s rail investment announcement

Commenting on the publication of the High level output specification by the Department of...
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Annual report and accounts 2016-17

Transport Focus's Annual report and accounts was laid before Parliament on 18 July 2017.
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Southern Aslef drivers strike – Transport Focus response

Responding to the announcement of further strikes by the Aslef union Transport Focus chief...
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Southern Rail fined for poor performance – Transport Focus response

Anthony Smith, Chief Executive of the transport user watchdog Transport Focus, commenting on...
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Transport Focus Freedom of Information Act publication scheme

This publication scheme is based on the model scheme prepared and approved by the Information...
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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...
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Transport User Voice – Case study

Mrs B went to purchase tickets from the Wivenhoe ticket office. She asked the clerk what the...
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Transport User Voice – Despondent rail passengers call for better...

Passengers travelling on Wales and Borders services are calling for an overhaul of tired and...
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Transport User Voice – Restoring normal service: passengers and the Gibb...

Passengers using Southern, Thameslink and Gatwick Express services in the last two years have...
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Transport User Voice – You and your train company

West Coast Partnership The Government has announced a shortlist of three bidders to compete to...
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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...
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Transport User Voice – Chief executive’s editorial

Southern blues... More industrial action taking place on the Southern, Northern and Merseyrail...
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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...
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Caledonian Sleeper passenger satisfaction

This is the second customer satisfaction survey carried out by Transport Focus for Caledonian...
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Despondent rail passengers call for better services in Wales

Passengers travelling on Wales and Borders services are calling for an overhaul of tired and...
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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...
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Restoring normal service: passengers and the Gibb report – Transport...

Passengers using Southern, Thameslink and Gatwick Express services in the last two years have...
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South Eastern franchise bidders announcement – Transport Focus response

Commenting on the announcement of bidders for the South Eastern franchise, Anthony Smith, Chief...
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West Coast Partnership franchise bidders – Transport Focus response

Commenting on the confirmed bidders for the West Coast Partnership franchise, Anthony Smith, Chief...
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Linda McCord chairing Southeastern trains’ Stakeholder Forum 2017

Linda McCord, senior stakeholder manager at Transport Focus, will be chairing the Southeastern...
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Board meeting minutes – November 2016

Here are the minutes from the public Board meeting held in Birmingham in November 2016. They have...
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Workplan report 2016-2017

The final Workplan Report for the year 2016-2017 can be found here.
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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...
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Transport User Voice – Case study

Mr R was travelling from London to Paignton via Exeter with Great Western Railway (GWR). As he has...
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Transport User Voice – Research coming soon

Over the next few months Transport Focus will be publishing lots of new research into users’...
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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...
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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...
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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...
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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...
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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...
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Transport User Panel survey: awareness of Southern Season Ticket...

This Transport User Panel survey was to assess how aware Southern passengers were of the...
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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...
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South Eastern rail franchise: what passengers want

The South Eastern franchise, currently operated by Govia as Southeastern, ends in December 2018....
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Aslef union members reject Southern deal – Transport Focus response

Anthony Smith, chief executive at the independent watchdog, commenting on Aslef members rejecting a...
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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...
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Transport User Voice – You and your train company

New South Western franchise operator The winner of the South Western rail franchise has been...
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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...
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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...
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First MTR wins South Western franchise – Transport Focus response

Following the announcement of First MTR as the winner of South Western franchise Transport chief...
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Strikes on Northern, Merseyrail and Southern railways – Transport Focus...

Responding to the announcement of further strikes by the RMT union on Northern, Merseyrail and...
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Board meeting papers – March 2017

Supporting papers for the Transport Focus Board meeting which takes place at the St Bride's...
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Strikes on Northern, Merseyrail and Southern railways – Transport...

David Sidebottom, director of the independent watchdog, Transport Focus, said: "Northern and...
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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...
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Passengers feeling the strain during disruption

The performance problems faced by Scotland’s rail passengers’ has resulted in a significant...
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Case study

Mr J tried to purchase a ticket at Gateshead stadium with Tyne and Wear Metro but was faced with a...
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Southern Rail strike compensation

Rail passenger woes continue on Southern following yet more strikes. We are urging passengers,...
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You and your train company

South Eastern franchise passenger research The Department for Transport (DfT) is preparing to...
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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...
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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...
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Aslef members reject Southern deal – Transport Focus response

David Sidebottom, passenger director at the independent watchdog, commenting on Aslef members...
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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...
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Fairer fares, Transport Focus response

Responding to the Rail Delivery Group's announcement guaranteeing simpler fares, Anthony Smith,...
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Transport User Voice – new issue out today

The February 2017 issue of Transport User Voice is out now. Click here to read more on: ...
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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...
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Transport User Voice – February 2017 – Case study

Mrs Y and her sister booked tickets for the 9.21 Virgin Trains East Coast service from...
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Transport User Voice – February 2017 – You and your train company

Northern and TransPennine In partnership with Northern and TransPennine Express, Transport Focus...
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Transport User Voice – February 2017 – Southern Rail disruption:...

In our latest survey just 30 per cent of Southern passengers travelling during peak times said...
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Transport User Voice – February 2017 – Chief executive’s editorial

Under pressure: passenger verdict in The new National Rail Passenger Survey shows satisfaction...
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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...
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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...
Read more

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...
Read more

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...
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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...
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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...
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Official statistic: National Rail Passenger Survey results

The latest rail passenger satisfaction figures from the independent watchdog, Transport Focus, are...
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Which? annual rail survey – Transport Focus response

Today Which? published its latest passenger satisfaction poll. Anthony Smith, chief executive of...
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Symposium on International Best Practices in Railway Punctuality Conference

Transport Focus chief executive Anthony Smith will be speaking at the Quality of Service in...
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Southern strikes

Commenting on the latest strike action on Southern Rail Transport Focus chief executive, Anthony...
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Southern Rail industrial action – Transport User Panel survey

Following months of strikes on Southern Rail we wanted to understand how passengers feel about the...
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Train fares rise – what does it mean for passengers?

Responding to the fares rise Transport Focus chief executive, Anthony Smith,...
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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...
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Transport User Voice – January 2017 – What’s happening in...

ScotRail performance Since ScotRail published its Performance Improvement Plan, we have met with...
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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...
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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...
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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...
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Transport User Voice – January 2017 – Chief executive’s...

While the industrial action on Southern grinds on – 300,000 passengers affected – with no end...
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Transport User Voice – January 2017 – Tough times continue for...

Tough times continue for passengers on Southern Rail following the failure of talks between Govia...
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Northern: rail passengers’ views of customer service

Northern asked us to help them explore the experiences and views of their rail passengers of their...
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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...
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Fares and ticketing research list

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Welcome action on rail fares and ticketing

Transport Focus was part of a wide-ranging group that agreed The Action Plan for Information on...
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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...
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Penalty fares reforms – Transport Focus response

Responding to the government plans to reform penalty fares to protect rail passengers, Transport...
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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...
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London and the south east passenger panel survey

Following months of strikes, disruption and poor performance in London and the south east we wanted...
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The future of the rail network – Transport Focus response

Anthony Smith, chief executive of the independent watchdog Transport Focus, said: “Passengers...
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Southern strikes – Transport Focus response

Commenting on the strike action on Southern Rail beginning tomorrow, Tuesday 6 December, Transport...
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Table of sample ticket prices: December 2016

Table of sample rail ticket prices (prices are for illustration only). The fares shown are not...
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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...
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Franchising: what passengers want

This report sets out research evidence and our policy positions on a range of topics relevant to...
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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...
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Rail delays and compensation – what passengers want

The number of passengers claiming the compensation they are owed has almost trebled – but is...
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July 2016 London Board meeting papers

Supporting papers for the Transport Focus public Board meeting which took place in London on...
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Board meeting minutes – March 2016

Here are the minutes from the public Board meeting held in London in March 2016. They have been...
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Board meeting minutes – July 2016

Here are the minutes from the public Board meeting held in London in July 2016. They have been...
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Linda McCord chairing Southeastern trains’ Stakeholder Forum 2016

Linda McCord, passenger manager, will be chairing Southeastern trains' Stakeholder Forum on Friday...
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November 2016 Birmingham Board meeting papers

Supporting papers for the Transport Focus public Board meeting taking place in Birmingham, at the...
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Great Western rail investment – Transport Focus response

Responding to today's update on the programme of rail investment in the Great Western route Anthony...
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The wisdom of crowds: satisfaction survey reaches millionth passenger

The millionth passenger has had their say on rail services in Britain. The independent watchdog...
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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...
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Transport User Voice – new issue out today

The November 2016 issue of Transport User Voice is out now. Click here to read more on: ...
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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...
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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...
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Transport User Voice – November 2016 – Anthony Smith’s...

Investment rules! Great to see the announcements around the new Greater Anglia franchise: new...
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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...
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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...
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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...
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A smarter way to travel

Transport ticketing is once again a hot topic. The Secretary of State wants to see smart...
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ScotRail performance improvement plan – Transport Focus response

Yesterday the ScotRail alliance published a plan to improve recent poor performance. Robert...
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Have your say on transport issues

As the independent watchdog, we want to know what you really think. We carry out regular...
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New Greater Anglia franchise begins – our response

Commenting on the start of the new rail franchise in East Anglia, Transport Focus chief executive...
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Rail franchising – our response to select committee report

  Today the transport select committee issued its report into rail franchising. Anthony...
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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...
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Customer Experience Summit 2016

Transport Focus senior insight advisor, Keith Bailey will be speaking on a panel at the Customer...
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Rail Delivery Group Stations Summit

Martin Clarke, Policy and issues executive at Transport Focus will be speaking at Rail Delivery...
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House of Commons – Transport Select Committee

Head of policy at Transport Focus, Mike Hewitson, will be attending the evidence session on rail...
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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...
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Changes to your rights – Transport Focus response

Transport users will get new rights from tomorrow. The new Consumer Rights Act and National Rail...
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Know your rights – changes for transport users

On Saturday 1 October, the new Consumer Rights Act and National Rail Conditions of Travel will come...
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Transport Focus stakeholder reception – Birmingham

We would like to invite you to an evening reception at the Library of Birmingham on Wednesday 16...
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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...
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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...
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Transport User Voice – October 2016 – Case study

In our regular feature, we highlight a recent rail appeal complaint that we have handled. Click...
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Transport User Voice – October 2016 – A brighter future for...

Southern and Thameslink passengers can see what the future holds once disruptive rebuilding work...
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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....
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Transport User Voice – October 2016 – Welsh rail franchise

We have recently submitted our response to the Welsh Affairs Committee’s inquiry into the Wales...
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Britain Runs on Rail

Transport Focus Cheif executive, Anthony Smith, will be speaking at the 'Britain Runs on Rail'...
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More Southern strikes announced – Transport Focus response

Your stories could help combat daily rail misery. Another wave of strikes has been announced for...
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National Rail Awards 2016

Chief executive, Anthony Smith, will be presenting the 'Putting Passengers First' award at the...
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Consumer Rights Act – Transport Focus response

Responding to the Government's decision to withdraw an exemption from Consumer Rights Act for the...
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New Southern ‘hit squad’ – Transport Focus response

Today the Department for Transport announced a new 'hit squad' to tackle ongoing performance issues...
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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....
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West Midlands franchise – Transport Focus response

Commenting on the West Midlands franchise invitation to tender, Transport Focus passenger director...
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Passenger Voice September 2016: Case study

Mr B booked a ticket to travel from Lockerbie to Edinburgh on a TransPennine Express service on 10...
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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...
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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...
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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...
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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...
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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...
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Passenger Voice September 2016: Southern Rail passenger disruption

Your stories of travelling on Southern are helping Transport Focus challenge Southern Rail to...
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New satisfaction survey for Sleeper passengers

Eight in 10 Caledonian Sleeper passengers are happy with their service. Today the independent...
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Rolling Stock Procurement Forum

The Rolling Stock Procurement Forum, will provide a complete strategic guide to rolling stock...
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The West Coast franchise – our consultation response

When the requirements of the next InterCity West Coast (ICWC) franchise are established, it is...
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2nd Annual UK Rail Station Regeneration and Development 2016

Louise Collins, our issues executive for franchising, will speak on improving the customer...
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Latest rail passenger numbers and crowding figures – Transport Focus...

Responding to today’s publication of rail passenger numbers and crowding figures, David...
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NRPS Stakeholder Consultation Forum presentation – July 2016

We held our NRPS Stakeholder Consultation Forum on Monday 11 July 2016. For further information...
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How reliable is my train?

How reliable is my train? The rail industry has launched an app to answer that...
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Board meeting – London – July 2016

There will be a public meeting of the Transport Focus Board on 21 July 2016 at Fleetbank House,...
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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...
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Southern passengers continue to suffer – independent watchdog calls...

As Southern passengers continue to suffer, we are calling for talks to resume. Anthony Smith,...
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National Rail Passenger Survey Spring 2016 – pilot questionnaire...

We have developed a shortened National Rail Passenger Survey (NRPS) core questionnaire which has...
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National Rail Passenger Survey Spring 2016 – pilot questionnaire

We have developed a shortened National Rail Passenger Survey (NRPS) core questionnaire which has...
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West Coast franchise competition consultation event

Sharon Hedges will be speaking about our research and passenger priorities at the InterCity West...
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Annual Report and Accounts 2015-16

The Annual Report and Accounts was laid before Parliament on 4 July 2016.
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Board meeting – Birmingham

There will be a public meeting of the Transport Focus Board on 16 November  2016 at the...
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NRPS Spring 2016 – at a glance guides

Here you can download at-a-glance guides to the National Rail Passenger Satisfaction survey results...
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National Rail Passenger Survey – Spring 2016 – Train Operating...

Tables and graphs showing results for train operating company (TOC), trend charts for all factors,...
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Rail passengers feeling the strain

Latest rail passenger satisfaction figures from independent watchdog Transport Focus are out...
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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...
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National Rail Passenger Survey Technical Guide – Autumn 2015

This document outlines the methodology used in the Autumn 2015 survey, the 26th undertaken by BDRC...
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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...
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GTR changes its ticket office proposals

Govia Thameslink Railway (GTR) has altered its plans to change how ticket offices will be staffed...
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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...
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How rail passengers really feel

Independent watchdog Transport Focus strives to give all transport users as powerful a voice as...
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How rail passengers really feel

Independent watchdog Transport Focus strives to give all transport users as powerful a voice as...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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Great Western Railway/Network Rail performance conference

Our passenger manager Nina Howe will talk about the passenger perspective at this event at...
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West Coast franchise consultation – Transport Focus response

Responding to the consultation announcement David Sidebottom, passenger director of the independent...
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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...
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Transport Focus Workplan 2016-17

The time has come to boost the influence of transport users over the major decisions that affect...
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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...
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Transport Focus response to the Hendy review

The Department for Transport consulted on Sir Peter Hendy’s review of  Network Rail’s...
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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...
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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 –...
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Measuring passenger experience – emotional tracking ‘in the...

As the independent watchdog, Transport Focus has represented passenger views using satisfaction...
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Transport Focus response to West Midlands franchise shortlist

Commenting on the Government's West Midlands franchise bidder shortlist, Transport Focus chief...
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Passenger Voice April 2016: Case study

In December 2015 Mr M had booked a batch of advance tickets dated every Monday from December to...
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Passenger Voice April 2016: Research coming soon

Over the next few months Transport Focus will be publishing lots of new research into passengers’...
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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...
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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...
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Passenger Voice April 2016: You and your train company

West Midlands The Department for Transport (DfT) has been carrying out a consultation into the...
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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...
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March 2016 Manchester Board meeting papers

Here can be found the supporting papers for the Transport Focus public Board meeting held in...
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March 2016 Manchester Board meeting agenda

The agenda for the Transport Focus public Board meeting held in Manchester on the 17 March 2016.
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Instructions for responding to the Invitation to Preferred Supplier List...

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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...
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Passenger Voice – April 2016

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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...
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Engineering the railway passenger journey

Anthony Smith, chief executive, will be a key speaker at 'Engineering the railway passenger...
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Westminster Energy, Environment and Transport Forum: The future for...

David Sidebottom, passenger director, will be speaking at the Westminster Energy, Environment and...
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Improving passenger compensation – Transport Focus responds

Responding to the recommendations called for by the Office of Rail and Road (ORR) to help rail...
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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,...
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Train passenger interfaces for smart travel

Linda McCord, passenger manager is presenting Transport Focus research on passenger information...
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Transport Card Forum 15 March 2016

Emma Bramwell, senior insight advisor, will be giving an update on the passenger perspective of...
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The Intermodal World is our Oyster

Louise Coward, senior insight advisor, will be a guest speaker at 'The Intermodal World in our...
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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...
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Passenger Voice March 2016: Research coming soon

Over the next few months Transport Focus will be publishing lots of new research into passengers’...
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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...
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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...
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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...
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Passenger Voice March 2016: You and your train company

South Western The Department for Transport (DfT) has been carrying out a consultation into the...
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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...
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Passenger Voice March 2016: Anthony Smith’s editorial

Passengers’ relationship with the bus industry This year’s UK Bus Summit provided an...
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NRPS pilot questionnaires

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Passenger Voice March 2016

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NRPS Stakeholder Consultation Forum presentation

We held our NRPS Stakeholder Consultation Forum on 18 February 2016, where we presented an...
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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...
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Rail passenger satisfaction – response to Which? poll

Today Which? magazine published its latest passenger satisfaction poll.  David Sidebottom,...
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Smart cities and communities

Ian Wright, head of insight, will speak at Smart Cities & Communities: Shaping the Future...
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Passenger Demand Forecasting Council Conference

Ian Wright, head of insight, will speak on 'the passenger of the future' at the 2016 conference of...
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Smart Cities & Communities: Shaping the Future

Chief executive, Anthony Smith, will be attending the Smart Cities & Communities: Shaping the...
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Transport Focus Board Meeting, London – February 2016

Transport Focus would like to invite you to join us for our public Board Meeting. This will...
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February 2016 – Board meeting agenda

Please find here the agenda for our public Board meeting held on the 11 February 2016, 12 noon at...
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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...
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West Coast trains – what passengers want

Rail passengers travelling on West Coast services between Scotland, the North West, Wales, West...
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West Coast trains – what passengers want

When new franchise deals are let we want to see passenger views at the heart of decisions about...
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Passenger attitudes towards rail staff

Like many other industries the railway is constantly being challenged to look at how it can be more...
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Passengers continue to rely on railway staff

Passengers still value the ‘human face’ of staff on the ground despite all the new technology...
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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...
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Transport Focus Board Meeting, Manchester – March 2016

Transport Focus would like to invite you to join us for our public Board Meeting. This will...
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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...
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Passenger Voice February 2016: What next for Passengers’ Charters?

Passengers’ Charters need to be made clearer and more accessible for passengers according to our...
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Passenger Voice February 2016: Case study

Mr B contacted us in December 2015 about South West Trains’ (SWT) lost property web forms,...
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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...
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Passenger Voice February 2016: Changes to the National Rail Passenger...

We recently consulted on proposed changes to the National Rail Passenger Survey. These proposals...
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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...
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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...
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Passenger Voice February 2016: Rail passenger satisfaction still...

The regular problems faced by Britain’s rail commuters is holding back a bigger recovery in...
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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...
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PR18 Reviews of Schedules 4 and 8 of track access contracts –...

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Passenger Voice February 2016

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What next for Passengers’ Charters? Agency report

This research looks at whether Passengers’ Charters are effective at communicating passenger...
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What next for Passengers’ Charters?

This research looks at whether Passengers’ Charters are effective at communicating passenger...
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National Rail Passenger Survey (NRPS) – Autumn 2015 –...

These charts show passenger satisfaction with punctuality. They compare passenger satisfaction...
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National Rail Passenger Survey – NRPS – Autumn 2015 –...

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National Rail Passenger Survey – Autumn 2015 – Train Operating...

Tables and graphs showing results for train operating company (TOC), trend charts for all factors,...
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National Rail Passenger Survey – NRPS – Autumn 2015 –...

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National Rail Passenger Survey – NRPS – Autumn 2015 –...

The Full Report was formerly called the Summary Report.
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National Rail Passenger Survey – NRPS – Autumn 2015 –...

NRPS reports for all Passenger Transport Executives (PTEs). Please note, the download is a ZIP file...
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National Rail Passenger Survey – NRPS – Autumn 2015 –...

The Stakeholder Report was formerly called the Consultees' Report.
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National Rail Passenger Survey – NRPS – Autumn 2015 –...

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Watchdog warns rail passenger satisfaction still ‘patchy’

The problems faced by some of Britain’s rail commuters are holding back a bigger recovery in...
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National Rail Passenger Survey (NRPS) at a glance – Great Britain...

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

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National Rail Passenger Survey – NRPS – Autumn 2015 –...

The National Rail Passenger Survey (NRPS) provides a network-wide picture of customers’...
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New types of tickets with smart ticketing – what do passengers think...

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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...
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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...
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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...
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“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...
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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...
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Smartcards on c2c: what do passengers think?

The train company c2c introduced smart ticketing in 2014 and this research reveals the views and...
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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...
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SmartRail Europe 2016

Ian Wright, head of insight, will be speaking at SmartRail Europe in Amsterdam on 'how Wi-Fi...
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RAIL 100 Breakfast Club

Anthony Smith, chief executive, will be speaking at the next RAIL 100 Breakfast Club meeting. It is...
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Board meeting minutes – November 2015

Here are the minutes from the public Board meeting held in Gateshead in November 2015. They have...
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ORR review – Transport Focus’s evidence

The Department for Transport (DfT) held a review of the current regulatory regime for the railways....
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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...
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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...
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January 2016 – London Board meeting papers

Papers for the Board Meeting held in London on 14 January 2016.
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South Western trains – what passengers want

South Western rail passengers are calling for better value fares and more innovative ticket...
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Workplan Report 2015-16

The Workplan Report 2015-16 can be found here and is updated monthly.
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Shaw Review – Transport Focus response

The Shaw Review is looking at the future shape and financing of Network Rail. As part of this...
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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...
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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...
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Jernbaneforum 2016

David Sidebottom, passenger director, will be speaking at Jernbaneforum 2016. The conference...
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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...
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Consultation feedback on changes to the National Rail Passenger Survey

Transport Focus has consulted on proposed changes to the National Rail Passenger Survey. These...
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Instructions for responding to the Invitation to Preferred Supplier List...

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South Western franchise consultation event – London

Mike Hewitson, head of policy and issues, will be speaking at the South Western franchise...
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South Western franchise consultation event – Isle of Wight

Sharon Hedges, issues manager, will be speaking at the South Western franchise consultation event...
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South Western franchise consultation event – Portsmouth

Linda McCord, passenger manager, will be speaking at the South Western franchise consultation event...
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South Western franchise consultation event – Salisbury

Nina Howe, passenger manager, is speaking at the South Western franchise consultation event in...
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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...
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Passenger Voice January 2016: Research coming soon…

Over the next few months Transport Focus will be publishing lots of new research into passengers’...
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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...
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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...
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Passenger Voice January 2016: You and your train company

New operators announced for Northern and TransPennine Express The Department for Transport (DfT)...
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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...
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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...
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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...
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Passengers should claim compensation: train companies must make it easier...

Responding to the super complaint launched by Which?, David Sidebottom, Transport Focus’s...
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Passenger Voice – January 2016

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Planning engineering works: what works for passengers

‘Talk to me clearly, early and often,’ passengers tell train companies Independent watchdog...
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Planned rail engineering work – the passenger perspective

When planned engineering works impact passengers' journeys they want clear, timely information...
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Planned rail engineering work – Reading

When planned engineering works impact passengers journeys they want clear, timely information about...
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Planned rail engineering work – all Bath reports

When planned engineering works impact passengers journeys they want clear, timely information about...
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Inverness station passenger experience – slide presentation

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Inverness station passenger experience – full report

Transport Focus and HITRANS wanted to understand the experience of passengers using Inverness...
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Watchdog welcomes new Northern and TransPennine franchises

This morning the Department for Transport published the details of new franchises for Northern and...
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National Rail Passenger Survey – Pre-release Access List

To view the National Rail Passenger Survey (NPS) pre-release access lists, please follow the...
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Westminster Energy, Environment & Transport Forum Keynote Seminar: ...

David Sidebottom, passenger director, will be giving a keynote address at the event. He will be...
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Table of sample ticket prices: December 2015

These sample ticket prices are for illustration only. The fares shown are not statistically...
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Fares increase – Transport Focus response

Today the Rail Delivery Group has announced that the overall average fare rise is 1.1 per...
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West Midlands franchise – Transport Focus response

Commenting on the Government's decision to award London Midland a new short-term...
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Rail Reparation Fund – Transport Focus response

The Office of Rail and Road (ORR) has announced a new £4.1m ‘Rail Reparation Fund’ to directly...
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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...
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Passenger Voice December 2015: Coming soon…

Over the next few months Transport Focus will be publishing lots of new research into passengers’...
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Passenger Voice December 2015: You and your train company

Northern and TransPennine Express Following a consultation in 2014, shortlisted bidders for the...
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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...
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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...
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Passenger Voice December 2015: Christmas engineering works

Did you know that there will be significant disruption taking place to services running over the...
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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 -...
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Passenger Voice December 2015: Anthony Smith’s editorial

Investment continues, time to ensure passengers are at the heart of the decisions Passengers will...
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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...
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Electrification and other improvements: Transport Focus response to the...

Today Network Rail published the report by Sir Peter Hendy into its planned improvement...
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Spending Review: Transport Focus reaction

Following the Autumn Statement and spending review Anthony Smith, chief executive of the...
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Seamless Journeys: Integrated Transport and Interchange conference 2015

Anthony Smith, chief executive, will be talking about 'managing passenger experience at rail...
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Passenger Voice – December 2015

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The UK’s Future Rail Network – Infrastructure, franchising and...

Anthony Smith, chief executive, will be speaking at The UK's Future Rail Network event. The...
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Transport Focus response to PAC report on electrification

Today the Public Accounts Comittee published its report into Network Rail's electrification...
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Board meeting minutes – May 2015

Board meeting minutes from our public Board meeting held on 14th May 2015 in Cardiff, signed by the...
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Board meeting minutes – September 2015

Board meeting minutes from our public Board meeting held on 16th September 2015 in Edinburgh,...
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Board meeting minutes July 2015 – London

Board meeting minutes from the public Board meeting held on 16th July 2015 in London, signed by the...
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November 2015 Board meeting papers – Newcastle

These are the papers for the public Board meeting held in Newcasle on the 12th November 2015. This...
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Passenger watchdog responds to launch of Shaw Report consultation

Today the Government is asking for input on the future of Network Rail.  Nicola Shaw, chief...
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It’s about time to be on time

New report reveals gulf between what passengers and rail industry consider 'late'. Differences...
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Train punctuality: the passenger perspective

Transport Focus is pleased to have worked with Office of Rail and Road, to produce this research...
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Train punctuality: the passenger perspective – full report

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Passenger Voice November 2015: The North East: well connected – or...

Join chief executive of Highways England, Jim O’Sullivan, and many more at our conference to...
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Have your say on north east transport

The independent transport watchdog asks: is the North East well connected - or out on a...
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Passenger Voice November 2015: A day in the life of a passenger survey...

The life of a researcher working on behalf of Transport Focus can include many surprises and take...
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Passenger Voice November 2015: David Sidebottom’s editorial

What do bus passengers want? Do passengers trust or have any affinity with their bus service? What...
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Passenger Voice November 2015: You and your train company

New Great Western franchise begins October saw the start of the new Great Western franchise and...
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Passenger Voice November 2015: London and South Coast Rail corridor: have...

Should London and the south coast services get more investment? The Department for Transport (DfT)...
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Passenger Voice November 2015: Could you contribute to a transport...

Do you want to help create better transport? The IMCreate hackathon aims to bring together 100...
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Passenger Voice November 2015: Case study

Mrs R was travelling from London Kings Cross to Halifax along with five other passengers. Part of...
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Competition in passenger rail services in Great Britain

This is Transport Focus's response to the Competition and Markets Authority consultation on...
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Passenger Voice – November 2015

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East Anglia franchise – Transport Focus response

Today the government published the invitation to tender for the East Anglia franchise....
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Future of Rail Conference

Ian Wright, head of insight, will be chairing at The Future of Rail Conference. The major issues...
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National Rail Conference 2015

David Sidebottom, passenger director, will be a panelist at the National Rail Conference this year....
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East Midlands Trains franchise gets underway – Transport Focus...

As the new East Midlands Trains (EMT) franchise gets underway Transport Focus's passenger...
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Real Time Passenger Information Conference

David Sidebottom, passenger team director, will be speaking at the Real Time Information...
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Smart Rail: partnership across the industry

Philip Mendelsohn, a member of Transport Focus's Board, will be taking part in a panel discussion...
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Responding to rail disruption at London Bridge and the South East

Transport Focus, the independent watchdog, is working closely with Network Rail and operators to...
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Passenger Voice October 2015: Hearing your views

Autumn is upon us once more and so Transport Focus is beginning its autumn series of passenger...
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Passenger Voice October 2015: Can public transport ever offer a better...

Passengers’ ability to get from A to B easily is an essential element in deciding on whether to...
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Passenger Voice October 2015: Case study

Mr H was catching the train to work from Nottingham station; his partner dropped him off at the...
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Passenger Voice October 2015: Better stations awards

We were delighted to be asked to help judge the East Midlands Trains (EMT) Best Station Awards 2015...
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Passenger Voice October 2015: Competition, competition, competition

We have recently been asked to comment on three public transport consultations, all of which have...
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Passenger Voice October 2015: You and your train company

The future of rail services in East Anglia Earlier this month the Department for Transport (DfT)...
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Passenger Voice October 2015: Anthony Smith’s editorial

Nationalise! Privatise! Buy! Sell! While debates swirl again around who controls, owns and awards...
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Retail Market Review – Transport Focus consultation response

The Office of Rail and Road was consulting on its emerging findings on how the ticket retailing...
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TransPennine and Midland Mainline electrification works to resume:...

Anthony Smith, chief executive of the independent watchdog, Transport Focus, said: "Passengers...
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Passenger Voice – October 2015

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Edinburgh Conference Presentations – September 2015

“Can public transport ever offer a better choice?” Date: Wednesday 16...
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TravelWatch North West conference 2015

David Beer, passenger executive, will be speaking at the TravelWatch North West conference. He will...
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ATOC graduate presentation

Ian Wright, Head of Insight, will be giving a presentation dedicated to customer focus at...
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Rail Network Resilience Conference

Linda McCord, Passenger Manager, will be presenting at UK Rail Network Resilience Conference in...
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Great Eastern Mainline Taskforce

Linda McCord, Passenger Manager, will be presenting Great Eastern Mainline Taskforce in Ipswich....
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East Midlands Trains short-term ‘direct award’ franchise –...

Commenting on the Government's decision to award East Midlands Trains (EMT) a new short-term...
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Can public transport ever offer a better choice?

We would like to invite you to our conference, Can public transport ever offer a better choice? at...
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September 2015 – Board meeting papers – Edinburgh

Papers for the Board meeting held in Edinburgh on Wednesday 16 Septeember 2015.
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Social media monitoring – pilot research report

Transport Focus is interested in using social media as a new way of understanding passengers’...
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Transport Focus response – crowding on trains

The independent watchdog Transport Focus responds to crowding figures from the Department for...
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NRPS consultation – summary of disability issues

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Passenger Voice September 2015: Network Rail performance

Passengers in the south east have been left feeling frustrated after suffering severe rail...
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Passenger Voice September 2015: You and your train company

Over the last month we have published some key pieces of research on franchising. East...
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Passenger Voice September 2015: Tell us quickly if snow will cancel our...

Ever had your train journey disrupted by extreme weather? We’re helping the rail industry to...
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Passenger Voice September 2015: Big win for passengers

Train passengers who face delays can now claim refunds in cash instead of vouchers as new...
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Passenger Voice September 2015: Anthony Smith’s editorial

Rail fares have dominated this month Firstly we had the announcement of the figures that set next...
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Passenger Voice September 2015: Case Study

Mr E regularly commutes from Paignton to Exmouth, via Exeter St David’s, with First Great Western...
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August 2015 Rail Professional: Interview: David Sidebottom

Rail Professional interviews David Sidebottom on why Toc's need to communicate effectively to...
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Passenger Voice – September 2015

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Rail passengers’ experiences and expectations of the East Anglia...

Transport Focus (previously known as Passenger Focus) has carried out research to understand...
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Transport Focus response to women-only rail carriages proposals

Labour leadership contender Jeremy Corbyn has said he would consult on women-only rail carriages on...
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Passenger Voice August 2015: Lost and found

Passengers lose thousands of items of property each year, some of which never finds its way...
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Correspondence with Virgin Trains, about the changes to use of Railcards...

Transport Focus has responded to Virgin Trains announcement that Railcard holders will no longer...
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Transport Focus response to Virgin railcard changes

Rail passengers using Virgin trains' services on the West Coast Main Line will be dismayed to hear...
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Transport Focus Events – Edinburgh, September 2015

Information on the Transport Focus events in Edinburgh this September 2015. Including running order...
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UK AirRail 2015 Conference

David Sidebottom, passenger director, will be speaking at the conference on customer expectations...
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July’s inflation figure – Transport Focus response

Responding to the publication of July’s Retail Price Index (RPI) inflation figure of 1 per cent,...
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NRPS technical guide – Spring 2015

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NRPS user guidance report – Spring 2015

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Network Rail 2014-15 licence breach – Transport Focus statement

Commenting on the Office of Rail and Roads' investigation into Network Rail's performance delivery,...
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Transport Focus statement on new train services between Lancashire and...

Commenting on today’s announcement by the Office of Rail Regulation that it had approved new...
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London Midland rail franchise passenger research

This report outlines passengers’ current experiences of the London Midland franchise. This...
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Passenger Voice August 2015: Case Study

Mrs N travelled with her husband and four year old grandson from Walton-on-Thames to Southampton...
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Passenger Voice August 2015: What happens to your complaints?

Transport Focus helps passengers resolve complaints with train companies through an appeals...
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Passenger Voice August 2015: Can public transport ever offer a better...

Passenger Voice readers are invited to join us for a conference to discuss the topic ‘Can public...
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Passenger Voice August 2015: You and your train company

Latest franchise competitions announced Last month the Department for Transport (DfT) updated its...
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Passenger Voice August 2015: Anthony Smith’s editorial

Rail investment continues, spotlight on First Great Western The noise from the announcements about...
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High Speed Rail in the UK

Ian Wright, head of insight, will be speaking at the conference on the progress of HS2. He will be...
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Passenger Voice – August 2015

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East Anglia rail franchise consultation – Passenger Focus response

Passenger Focus welcomes the opportunity to provide a rail passengers’ perspective as the...
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Tell us quickly if snow will cancel our journey!

Ever had your train journey disrupted by extreme weather? Transport Focus is helping the rail...
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Reacting to extreme weather on the railways

Whenever extreme weather affects train services, questions are asked about whether Britain’s...
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Westminster Energy, Environment and Transport Forum Keynote Seminar

David Sidebottom, passenger director, will be speaking at the keynote seminar ‘Next steps for the...
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Rail Delivery Group passenger transparency seminar

David Sidebottom, passenger director, will be speaking at the ‘Building passenger trust through...
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Future of Travel Event

Ian Wright, head of insight, will be taking part in a discussion and debate surrounding the global...
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NRPS proposed questionnaire changes

This document provides an example of the proposed changes to the National Rail Passenger Survey....
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NRPS stakeholder review

A report on the review undertaken by Transport Focus into stakeholders’ use of and opinions...
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NRPS Technical Review

A report on the periodic Technical Review of the National Rail Passenger Survey undertaken by...
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NRPS consultation question summary July 2015

This document provides a summary of the NRPS consultation questions. Responses should be provided...
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NRPS consultation proposal

Transport Focus is consulting on proposed changes to the National Rail Passenger Survey. These...
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NRPS frequently asked questions July 2015

This document gives answers to various frequently asked questions about Transport Focus’s...
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Lost property: a briefing

Passengers’ property needn’t be lost and gone forever - the independent watchdog, Transport...
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Rail Delivery Group Conservative fringe event

Anthony Smith, chief executive, will be at the Rail Delivery Group fringe event taking part in the...
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Rail Delivery Group Labour fringe event

Anthony Smith, chief executive, will be at the Rail Delivery Group fringe event taking part in the...
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Passenger Voice July 2015: You and your train company

A shortlist of three bidders has been announced for the East Anglia franchise competition. ...
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Passenger Voice July 2015: Rail passenger satisfaction drops again

Poor performance, especially in the south east, has led to another drop in rail passenger...
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Passenger Voice July 2015: HS2 – a passenger view

We asked passengers what they would like from High Speed Two (HS2). Passengers told us they expect...
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Passenger Voice July 2015: Anthony Smith’s editorial

Rail passengers and long term plans… The recent announcements about the rewriting of the...
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Passenger Voice July 2015: Case Study

Mr H arrived at East Boldon station ten minutes before his journey to Newcastle with Tyne and Wear...
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Passenger Voice – July 2015

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Abbey Line Community Rail Partnership annual general meeting

Louise Collins, issues executive, will be giving a presentation which will focus on how passengers...
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Rail Industry Day 2015

Sharon Hedges, issues manager, will be speaking at the event hosted by the Department for...
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Transport Focus statement on hot weather and transport

Commenting on the potential for disruption to travel during the heatwave, David Sidebottom,...
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National Task Force – Chris Burchell – correspondence –...

This is a letter to Anthony Smith, Transport Focus's chief executive, from Chris Burchell on behalf...
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Passenger Focus annual report and accounts 2014-15

Passenger Focus (the operating name of the Passengers' Council, now known as Transport Focus)...
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Gifts and Hospitality register 2012-13

Table detailing gift and hospitality declarations for 2012/13
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National Rail Passenger Survey Spring 2015 – 24 hour pre-release...

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National Rail Passenger Survey – NRPS – Spring 2015 –...

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Improvement works paused and other rail updates: Transport Focus response

Today the Secretary of State for Transport announced a number of changes to Network Rail and...
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Passenger satisfaction drops again

Poor performance, especially in the south east, has led to another drop in rail passenger...
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NRPS – Spring 2015 – Multivariate Analysis Report

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National Rail Passenger Survey (NRPS) – Spring 2015 –...

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National Rail Passenger Survey – NRPS – Spring 2015 –...

The National Rail Passenger Survey (NRPS) provides a network-wide picture of customers’...
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National Rail Passenger Survey – NRPS – Spring 2015 –...

The questionnaire used for the Spring 2015 Transport Focus survey of rail passengers that was...
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National Rail Passenger Survey – NRPS – Spring 2015 –...

NRPS reports for all Passenger Transport Executives (PTEs). Please note, the download is a ZIP file...
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National Rail Passenger Survey (NRPS) at a glance guides by train company...

Please note, the download is a ZIP file archive of all the at a glance guides for the following...
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National Rail Passenger Survey – NRPS – Spring 2015 –...

The Full Report was formerly called the Summary Report.
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National Rail Passenger Survey – NRPS – Spring 2015 –...

This report covers the NRPS Autumn 2010 through to Spring 2015. Best in class for previous waves...
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National Rail Passenger Survey – Spring 2015 – Train Operating...

Tables and graphs showing results for train operating company(TOC), trend charts for all factors,...
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National Rail Passenger Survey (NRPS) at a glance – Great Britain...

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National Rail Passenger Survey – NRPS – Spring 2015 –...

The Stakeholder Report was formerly called the Consultees' Report.
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National Rail Passenger Survey – NRPS – Spring 2015 –...

Summary results showing satisfaction for all building blocks for all main NRPS factors.
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Contacting us: a temporary change

From 1pm on Friday 19 June to 9am on Monday 22 June Transport Focus staff will be unable to access...
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HS2 – a passenger view

If you were going to create a train service from scratch, what would passengers want the railway to...
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High Speed Two: putting the passenger at the heart of design

If you were going to create a train service from scratch, what would passengers want the railway to...
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Communicating suicides on the railway

Transport Focus has undertaken research looking at communications with passengers in the event of a...
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ORR’s publication of Network Rail’s 2014-15 performance...

Responding to the publication of the Office of Rail and Roads’ Network Rail performance review...
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Vision UK conference

Louise Coward, senior insight advisor, will be speaking at the annual UK conference for the eye...
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Cuts on cuts — can we deliver safe, smart and sustainable transport?

Louise Coward, senior insight advisor, will be speaking at the Association of Transport...
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Tomorrow’s Rail Conference

Anthony Smith, chief executive, will be joining the panel discussion on what the main priorities...
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Oxera Conference

Anthony Smith, chief executive, will giving input on what users want from the networks over the...
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South east under the spotlight

Following months of disruption in the south east area, Transport Focus is part of a taskforce to...
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Policy Knowledge Event: Policy Priorities for Transport

This event will be looking at the emerging issues facing interconnected transport. There will be...
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June 2015 Rail Professional: On time?

Anthony Smith's article on how matching expectations to information and experience is crucial.
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East Anglia rail franchise bidders announced: Transport Focus response

Today the Department for Transport has announced the three shortlisted bidders for its East Anglia...
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Rail strike suspension: Transport Focus statement

Welcoming news that the planned industrial action on the rail network has been suspended, David...
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NRPS and BPS accessibility analysis 2014 – MS Word

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NRPS and BPS accessibility analysis 2014 – PDF

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Transport Focus response to planned industrial action

Responding to news that the RMT union has announced that a strike of Network Rail signallers and...
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Latest Passenger Voice e-newsletter – June 2015

The June edition of Passenger Voice went out on Friday - click here to sign up to receive it...
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Rail strike called off: Transport Focus response

Welcoming news that the planned industrial action on the rail network this bank holiday weekend has...
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Complaints handling procedure timeline

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Passenger Voice June 2015: How will the Welsh National Transport Plan...

What will transport look like over the next 30 years in Wales? This was the big question debated at...
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Passenger Voice June 2015: Case Study

Miss H and her friend travelled from Gipsy Hill to Winchester. They are both in full-time education...
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Passenger Voice June 2015: You and your train company

Transport Focus has again been asked to comment on how passenger-focused new franchises will...
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CILT Seminar – Is technology leaving older and disabled travellers...

Jocelyn Pearson, issues manager, will be speaking at the Chartered Institute of Logistics and...
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New Civil Engineer UK Rail Conference

David Sidebottom, passenger director, will be speaking at this year’s New Civil Engineer UK Rail...
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‘Looking to the Future’ CILT Young Professionals Seminar

Louise Coward, senior insight advisor, will be presenting Transport Focus's smart ticketing...
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UK Rail Industry Forum

Sharon Hedges, issues manager, will be taking part in a panel discussion looking at how to...
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Passenger Voice June 2015: Transport for all

In April we held another session of our Accessibility Forum. Made up of organisations representing...
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Passenger Voice June 2015: Network Rail Route Leader conferences

Transport Focus has been talking directly to the people who can help trains run on time. Network...
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Passenger Voice June 2015: Anthony Smith’s editorial

New government: more of the same for passengers?  The dust is now settling after the general...
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Passenger Voice June 2015

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Transport Focus response to planned industrial action

Responding to news that the RMT union has announced a strike of Network Rail signallers and...
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Glasgow Queen Street Station Redevelopment research slide presentation

The aim of this research is to gain an understanding of passenger experiences at Glasgow Queen...
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Have your say – Manchester Airport changes

Transport Focus is calling for rail passengers to have their say on proposed changes to ticket...
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May 2015 stakeholder reception – Superintendent Andy Morgan, British...

Presentation from Superintendent Andy Morgan, Sub-Divisional Commander (Wales), British Transport...
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May 2015 conference – Diane McCrea

Presentation from Diane McCrea, our Board Member for Wales, at our conference "Putting passengers...
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May 2015 conference – Siân Summers-Rees

Presentation from Siân Summers-Rees, Director for Wales, Community Transport Association, at...
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May 2015 conference – Anthony Smith, Transport Focus

Presentation from Anthony Smith, chief executive of Transport Focus, at our conference "Putting...
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May 2015 conference – Ian Bullock, Arriva Trains Wales

Presentation from Ian Bullock, managing director of Arriva Trains Wales, at our conference "Putting...
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Putting passengers first: how will the Welsh National Transport Plan...

We would like to invite you to join our Board for our conference “Putting passengers first: how...
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Putting passengers first: How will the Welsh National Transport Plan...

Transport Focus will be hosting an event next week focussing on the theme 'Putting passengers...
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May 2015 Board Meeting papers

Papers for our May 2015 Board Meeting in held in Cardiff
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Letter to Mark Carne, Network Rail’s chief executive, about the...

This is a letter from Anthony Smith, Passenger Focus's chief executive, to Mark Carne, Network...
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May 2015 Rail Professional: promises, promises… building trust in...

Anthony Smith's article, featuring our recent Customer Reports research, looks at getting...
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Passengers stuck on trains: Transport Focus response

David Sidebottom, passenger director at the independent watchdog Transport Focus, said: "Thousands...
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Passenger Voice May 2015: Anthony Smith’s editorial

Transport Focus has arrived! Transport Focus is now in action – reflecting our new remit to...
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Passenger Voice May 2015: How will the Welsh National Transport Plan...

Passenger Voice readers are invited to join us for a conference to explore the theme ‘Putting...
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Passenger Voice May 2015: How will the Welsh National Transport Plan...

Passenger Voice readers are invited to join us for a conference to explore the theme ‘Putting...
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Passenger Voice May 2015: Customer Reports – passengers welcome train...

Over the past few months we’ve told you about the Customer Reports research we’ve been carrying...
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Passenger Voice May 2015: You and your train company

New contracts for First Great Western and First TransPennine Express Last month the Government...
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Passenger Voice May 2015: Case Study

Mrs D’s son was due to travel on 24 October on the 7.30pm train from London Paddington to Bristol...
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Network Rail – Route Leaders Conference

Guy Dangerfield, road user director, will be guest speaking at the Route Leaders Conference for...
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Network Rail – Route Leaders Conference

Robert Sampson, passenger manager, will be guest speaking at the Route Leaders Conference for...
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Network Rail – Route Leaders Conference

Sara Nelson, head of communications, will be guest speaking at the Route Leaders Conference...
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Network Rail – Route Leaders Conference

Anthony Smith, chief executive, will be guest speaking at the Route Leaders Conference for London...
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London Midland

Linda McCord, passenger manager, will be presenting the latest National Rail Passenger Survey...
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Network Rail – Route Leaders Conference

Guy Dangerfield, road user director, will be guest speaking at the Route Leaders Conference for...
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Todmorden Curve direct rail service launch

Jordan Sargeant, passenger team executive, will be attending the launch of the first direct train...
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Market Research Summit

Keith Bailey, senior research advisor, and Andy Barker, from Populus, will present a paper on the...
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SmartRail Europe 2015

Ian Wright, head of insight, will be co-presenting the HS2 panel findings with Andrew McNaughton...
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Dentons seminar – Rail policy in the new parliament: All change?

David Sidebottom, passenger director, will be taking part in a panel discussion looking at the...
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Smart Transport workshop

Louise Coward, senior insight advisor, will be speaking on ‘what passenger will want’ at the...
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March 2015 Transport Times: rail industry needs a fairer approach on...

Anthony Smith's article on how the rail industry needs to rethink its procedures on dealing with...
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High Speed Two (HS2) Passenger Panel Insights

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Post-travel – 10 – HS2 Passenger Panel Insights

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The platform – 5 – HS2 Passenger Panel Insights

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Arrival and interchange – 8 – HS2 Passenger Panel Insights

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To the station – 3 – HS2 Passenger Panel Insights

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The train and my seat – 6 – HS2 Passenger Panel Insights

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At the station – 4- HS2 Passenger Panel Insights

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The ticket – 2 – HS2 Passenger Panel Insights

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Awareness and journey planning – 1 – HS2 Passenger Panel...

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On board – 7 – HS2 Passenger Panel Insights

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Door to door – 11 – HS2 Passenger Panel Insights

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Onward travel – 9 – HS2 Passenger Panel Insights

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East Midlands franchise – Passenger Focus submission and research

Passenger Focus believes that when rail franchises are awarded it is vital that the needs of...
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Workplan 2015-16

Download Transport Focus's workplan to find out how we propose to make a difference for...
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Train company transparency welcomed by passengers

Passengers have reacted positively to train companies clearly setting out their plans and...
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Wales National Transport Plan – Passenger Focus submission

In line with our remit focusing on rail passenger representation in Wales, this submission focuses...
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Passenger Focus submission – Commission on Devolution in Wales

Passenger Focus is the statutory watchdog for rail passengers in Great Britain; and for bus, tram...
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Letter to Mark Carne, Network Rail’s chief executive, about the...

Rail passengers using London Bridge station have had a tough time since Christmas, with a number of...
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What passengers want from Customer Reports

The Government now requires new franchisees to produce a ‘Customer Report’ at the beginning of...
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c2c Customer Report and research presentation

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Govia Thameslink Railway Customer Report and research presentation

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Abellio Greater Anglia Customer Report and research presentation

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New retail Code of Practice – Passenger Focus response

Responding to the publication of a new retail Code of Practice, David Sidebottom, Passenger Focus...
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Great Western franchise news – Passenger Focus response

Responding to news that First Group will continue to operate the Great Western franchise until...
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Research among East Midlands Trains passengers

The current East Midlands franchise – operated by Stagecoach-subsidiary East Midlands Trains...
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Passenger Focus’s analysis and recommendations for the East Midlands...

The current East Midlands franchise – operated by Stagecoach-subsidiary East Midlands Trains...
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PLUSBUS user research report

Passenger Focus carried out this research to better understand existing and potential PLUSBUS...
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Investment in rail in the north – Passenger Focus response

Responding to the Government’s transport plans for the north, David Sidebottom, Passenger Focus...
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Valley Lines July 2014 disruption update

In July 2014 passengers on the Arriva Trains Wales (ATW) Valley Lines network experienced two days...
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Valley Lines July 2014 disruption update (Arriva Trains Wales)

In July 2014 passengers on the Arriva Trains Wales (ATW) Valley Lines network experienced two days...
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Rail passengers welcome flexible ‘advance on the day’ tickets

Passengers are keen to use Advance purchase on the day (APOD) tickets in order to make significant...
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Rail passengers welcome flexible ‘advance on the day’ tickets

Passengers are keen to use Advance purchase on the day (APOD) tickets in order to make significant...
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Buying Advance tickets on the day of travel: what do passengers think?

Passenger Focus would like to see public transport as easy to use as possible, and for passengers...
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Buying Advance tickets on the day of travel: what do passengers think?...

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Watchdog calls for safety assurance at London Bridge

Passenger Focus has asked train companies Thameslink and Southern, together...
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Passenger watchdog urges new East Coast operator not to slash benefits

As the new East Coast service swings into action, the independent watchdog urges the new operator...
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Passenger Focus proposals for the London Midland Direct Award

In advance of the discussions between the Department for Transport and London Midland, Passenger...
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Northern and TransPennine rail services: latest

Today the Department for Transport has published documents setting out what it wants potential...
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March 2015 edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Board meeting minutes – February 2015

Please find here the minutes from our public Board meeting held in February 2015 in London. These...
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Transport Systems Catapult innovation workshop

Louise Collins, passenger issues executive, will be attending on behalf of Passenger Focus in...
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Transport Systems Catapult innovation workshop

Sharon Hedges, passenger issues manager, will be attending on behalf of Passenger Focus in support...
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Transport Systems Catapult innovation workshop

Louise Collins, passenger issues executive, will be attending on behalf of Passenger Focus in...
Read more

Transport Systems Catapult innovation workshop

Sharon Hedges, passenger issues manager, will be attending on behalf of Passenger Focus in support...
Read more

February 2015 Rail Magazine: DfT launches consultation into penalty...

Our recent Ticket to Ride - an update report is featured in Rail Magazine's article on penalty...
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National Rail Passenger Survey – NRPS – Autumn 2014 –...

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Delays to blame for poor rail satisfaction – response to Which?...

Today Which? has published its work on rail passenger satisfaction. David Sidebottom,...
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Festive travel disruption – response to regulator’s report

Today the rail regulator has issued its detailed report into the travel chaos at...
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The passenger impact of engineering overruns at London King’s Cross and...

Passengers travelling to and from London King’s Cross and London Paddington were badly let down...
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Passenger Focus Board Meeting, London – February 2015

There will be a Passenger Focus Board meeting held at Fleetbank House, London on Thursday 12...
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February 2015 Board Meeting papers

Papers for the Board Meeting held in London on 12 Febraury 2015.
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Passengers keen for new features on rail apps

What’s the difference? More features needed if rail apps are to succeed, say passengers. These...
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Rail passengers and apps: what next? – Summary report

This research explored how rail apps could be developed in the future. Its objectives were to:...
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Rail passengers and apps: what next? – full slide pack

This research explored how rail apps could be developed in the future. Its objectives were to:...
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Don’t treat us like criminals when we make a mistake – rail...

Today the independent watchdog Passenger Focus renews its call to the rail industry to play fair...
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February 2015 Metro: Rail users ‘are being treated like...

Our Ticket to Ride - an update report is featured in an article on the front page of the Metro. To...
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Ticket to Ride – an update

Passenger Focus has always taken the view that everyone should buy a ticket when travelling on the...
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Rail Delivery Group Industry Day

David Sidebottom, passenger director, will be taking part in a panel discussion on how to build...
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National Rail Passenger Survey – NRPS – Autumn 2014 –...

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National Rail Passenger Survey – Autumn 2014 – 24 hour...

This document lists the people given pre-release access 24 hours in advance of publication in order...
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Latest rail satisfaction scores highlight passengers’ deepening...

As satisfaction declines, the independent watchdog calls for industry and government to boost the...
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National Rail Passenger Survey – NRPS – Autumn 2014 –...

NRPS reports for all Passenger Transport Executives (PTEs). Please note, the download is a ZIP file...
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National Rail Passenger Survey – NRPS – Autumn 2014 –...

The Full Report was formerly called the Summary Report.
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National Rail Passenger Survey – NRPS – Autumn 2014 –...

Summary results showing satisfaction for all building blocks for all main NRPS factors.
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National Rail Passenger Survey – NRPS – Autumn 2014 –...

This report covers the NRPS Spring 2010 through to Autumn 2014. Best in class for previous waves...
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National Rail Passenger Survey – NRPS – Autumn 2014 –...

The Stakeholder Report was formerly called the Consultees' Report.
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National Rail Passenger Survey – Autumn 2014 – Train Operating...

Tables and graphs showing results for train operating company(TOC), trend charts for all factors,...
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National Rail Passenger Survey – Autumn 2014 – Train Operating...

Tables and graphs showing results for train operating company(TOC), trend charts for all factors,...
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National Rail Passenger Survey – NRPS – Autumn 2014 –...

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

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

Please note, the download is a ZIP file archive of all the at a glance guides for the following...
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Train operating company performance and passenger satisfaction –...

There are three charts for each train company: actual punctuality of services alongside...
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National Rail Passenger Survey – NRPS – Autumn 2014 –...

The National Rail Passenger Survey (NRPS) provides a network-wide picture of customers’...
Read more

February 2015 edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
Read more

The Institution of Railway Operators

Guy Dangerfield, passenger issues manager, will be presenting Passenger Focus’s findings on...
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Board meeting minutes – May 2013

Minutes from the May 2013 Pasenger Focus Board meeting in Manchester.
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Board meeting minutes – November 2014

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Board meeting minutes – February 2014

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Board meeting minutes – November 2013

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Board meeting minutes – September 2013

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Department for Transport public consultation event

Sharon Hedges, passenger issues manager, will be presenting some of Passenger Focus’s research...
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Department for Transport public consultation event

Louise Collins, passenger issues executive, will be presenting some of Passenger Focus’s research...
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Smarter Travel 2015

Anthony Smith, chief executive, will be giving a presentation focusing on the passenger view during...
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January 2015 Railnews: 2015 – a Happy New Year for passengers

Anthony Smith’s article on investment in public transport and how the industry needs to develop...
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Christmas 2014 rail disruption report – Passenger Focus response

Anthony Smith, chief executive of the independent watchdog Passenger Focus, said: “Passengers...
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Board meeting minutes – September 2014

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Board meeting minutes – May 2014

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Westminster, Energy, Environment & Transport Forum Keynote Seminar:...

David Sidebottom, passenger team director, will be giving a keynote address at the event which will...
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New Year fare increase – Passenger Focus response

Anthony Smith, chief executive of the independent watchdog Passenger Focus, said:“Although fares...
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Table of sample Anytime return prices: December 2014

These sample ticket prices are for illustration only.  The fares shown are not statistically...
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Table of sample off-peak return prices: December 2014

These sample ticket prices are for illustration only.  The fares shown are not statistically...
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Table of sample annual season ticket prices: December 2014

These sample ticket prices are for illustration only.  The fares shown are not statistically...
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Key issues from the rail disruption Christmas 2014

The weekend following Christmas 2014 saw thousands of passengers stuck in the cold or on unmoving...
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Festive travel chaos – Passenger Focus response

Anthony Smith, chief executive of the independent watchdog Passenger Focus, said "There will be...
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Delays to travel from Kings Cross – Passenger Focus response

This evening Network Rail announced that engineering works at Kings Cross have overrun, affecting...
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East Midlands Trains feedback exercise data

This is an Excel spreadsheet of the feedback gathered from East Midlands Trains' passengers about...
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Delays faced by Thameslink and Southern passengers – Passenger Focus...

David Sidebottom, Passenger Focus director, said: “Punctual and reliable trains are very...
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January edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Improving ticket vending machines at stations – letter and...

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December 2014 Transport Times: Where the writ of market forces does not run

Anthony Smith's column on the role of market competition in improving transport services.
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New chair of Passenger Focus announced

The Department for Transport have today announced the appointment of Jeff Halliwell as chair of...
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Smart ticketing – contactless payment for rail

Speed, ease of payment and flexibility make using a bank card to travel by rail more attractive say...
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Smart ticketing – contactless payment for rail – summary report

Contactless payment is increasingly being used to pay for low-value items and a replacement for...
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Smart ticketing – contactless payment for rail research – full...

Contactless payment is increasingly being used to pay for low-value items and a replacement for...
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Road user director application pack – December 2014

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Passenger Focus Board member application pack – December 2014

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Market Research Society Conference

Ian Wright, head of research, and Keith Bailey, senior research advisor, will be delivering their...
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High Speed Rail: Celebrating Ambition Conference

Ian Wright, head of research, is speaking at the High Speed Rail: Celebrating Ambition conference...
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Framework agreement between the Department for Transport and Passenger...

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European Passengers’ Federation Conference

Anthony Smith, chief executive, will be presenting at EPF conference in Brussels. His presentation...
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Fares increase for 2015

Today the rail fares for 2015 were published. David Sidebottom, director at the independent...
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Retail Market Review consultation – Passenger Focus response

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ORR consultation: Towards a code of practice on retail information –...

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New East Coast operator announced

Today the Department for Transport has announced a new operator for the East Coast railway, from...
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Govia Thameslink Railway and Great Northern Stakeholder Forum

Linda McCord, passenger manager, is chairing Govia Thameslink Railway and Great Northern...
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Smarter travel

We have a new section of the website focussing on our work on smarter travel. Passengers are...
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St Albans County Council’s Local Services Scrutiny Committee meeting

Linda McCord, passenger manager, will be presenting at St Albans County Council’s Local Services...
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Longer distance journeys: are we well connected?

Please click the link below to download the presentation slides from this...
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East Midlands Trains’ services – have your say

As part of our Passenger Power! work, aimed at boosting the passenger voice in rail...
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Rail Delivery Group Station Summit

Sharon Hedges, passenger issues manager, will be giving a key note speech. Sharon will look at what...
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New publication: Passenger information screens at railway stations

Meet me by the departure boards... Traditional arrivals and departure boards are a focal point...
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Longer distance journeys: are we well connected? presentation slides

This ZIP file archive contains the slides that were presented at Passenger Focus's conference,...
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Passenger information screens at railway stations

This report looks at passengers’ experiences of current passenger information systems at...
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November 2014 Board meeting papers

Papers for the Board Meeting held in Birmingham on 13 November 2014.
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November 2014 Rail Professional Magazine: Anthony writes about rail...

Anthony Smith introduces our recent Passenger information when trains are disrupted research.
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October 2014 Modern Railways Magazine: Pick of the TOCs

Modern Railways article looks at trust between rail passengers and train companies, focussing on...
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October 2014 Passenger Transport: Value is passengers’ top...

Passenger Transport covers our recent Rail passengers’ priorities for improvements research,...
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October 2014 Rail Magazine: No trust, no surprise

Rail Magazine article on trust between train companies and passengers, and value for money fares....
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New name to reflect our wider role

A new voice and making a difference for many road users - that is the promise from independent...
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September 2014 Rail Magazine: Train operators must build trusts, says...

Rail Magazine coverage about our passengers’ relationship with the rail industry research. The...
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Changes to the Gold Card rail travel discount scheme – Passenger...

Responding to the Association of Train Operating Companies’ announcement that the Gold Card rail...
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Passenger Focus appoints roads advisors to help prepare for new remit

Passenger Focus has just appointed Geoff Dunning and David Leibling to act as temporary, part-time...
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Rail passengers’ priorities:a manifesto for improvement

Great Britain’s rail passengers have identified better value for money tickets as their number...
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Rail passengers’ priorities simulator

We have produced a simulator that you can use to run priorities for different groups of passengers....
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Rail passengers’ priorities for improvements – October 2014

Twice each year Passenger Focus publishes the National Rail Passenger Survey (NRPS) to measure...
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Scottish Government’s decision to award the ScotRail franchise to...

Responding to the Scottish Government's decision to award the ScotRail franchise to Abellio, David...
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October edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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London Midland Stakeholder Forum

Linda McCord, passenger manager, is presenting Passenger Focus research at London Midland...
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Poor information makes passenger experience worse when trains are delayed

Passengers need speedy, accurate, and consistent information to help them feel in control of their...
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Passenger information when trains are disrupted

Passengers remain concerned about the way the rail industry handles unexpected disruption to their...
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Virgin Trains’ decision to base its investment priorities on customer...

Responding to Virgin Trains’ decision to base its investment priorities on customer research,...
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TravelWatch Isle of Man Public Meeting

Recent Passenger Focus publications will be distributed at this event.
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The Real-Time Passenger Information conference

Guy Dangerfield, passenger issues manager, will be speaking about improving passenger satisfaction...
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Suffolk Rail Conference

Linda McCord, passenger manager, will be presenting Passenger Focus research at the Suffolk Rail...
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Door to Door Conference

David Sidebottom, passenger team director, will be speaking about the passenger perspective of...
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Liberal Democrat Conference

David Sidebottom, passenger team director, will be speaking at a fringe event in Glasgow alongside...
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Merseytravel’s Customer Forum

Linda McCord, passenger manager, will be discussing our role in resolving complaints at...
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Letter about Valley Lines disruption (Arriva Trains Wales)

In July 2014 passengers on the Arriva Trains Wales (ATW) Valley Lines network experienced two days...
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Southeastern’s new franchise – Passenger Focus response

Responding to news that the train operating company, Southeastern, has been awarded a new...
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Latest crowding figures – Passenger Focus response

Commenting on the Department for Transport’s latest rail crowding figures, David Sidebottom,...
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National Rail Conference – implementation of HS2

Anthony Smith, Passenger Focus’s chief executive, will be speaking at the National Rail...
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Chancellor’s rail fare increase announcement

Today the Chancellor announced that regulated rail fares will now increase in line with inflation...
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Passenger Focus Board Meeting, London – September 2014

There will be a Passenger Focus Board meeting held at Fleetbank House, London on...
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September 2014 Board Meeting papers

Papers for the Board Meeting held in London on 10 September 2014.
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Transport Card Forum

Louise Hall and Ian Wright, from the Passenger Focus research team, will be presenting three...
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What will society expect from a railway in 20 years? – Institution of...

Ian Wright, head of research, will be presenting a paper on ‘The longer term trends that the...
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September edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Transport devolution: panel discussion

David Sidebottom, Passenger Focus’s passenger team director, will be one of the panel members at...
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West Midlands Rail Forum

Linda McCord, passenger manager, will be presenting our recent research, ‘Do passengers trust the...
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Train operator customer relations manager meeting

Passenger Focus managers, Linda McCord and Katie Armstrong, will be presenting and discussing...
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TransPennine Express and Northern rail franchise consultations –...

Passenger Focus welcomes the opportunity to provide a rail passengers’ perspective as the...
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Regulated train fares in England set to rise by an average of 3.5 per cent...

Responding to news that inflation as measured by the Retail Prices Index (RPI) in July 2014 was 2.5...
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Passengers’ relationship with the rail industry

In many walks of life there can be a gap between someone’s general perception of an issue and...
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What relationship do passengers have with train companies?

To improve passengers’ trust in the rail industry, train companies not only need to get the basic...
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British Transport Police meeting

Linda McCord, passenger manager, will be presenting the latest National Rail Passenger Survey...
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Final signed minutes – February 2013 Board meeting

Final signed minutes of the Board meeting held in London on Wednesday 13 February 2013.
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Fare rise warning for Northern Rail passengers

Passenger Focus is warning passengers travelling on Northern Rail that they could be hit by fare...
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National Rail Passenger Survey presentation

Linda McCord, passenger manager, and David Greeno, senior passenger researcher, will be presenting...
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Passenger confidence – qualitative research – August 2014

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Rail Passenger Trust Survey – quantitative research – August...

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Who will build HS2?

Anthony Smith, Passenger Focus’s chief executive, will be chairing the Transport Times conference...
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Cambridge University Railway Club

Anthony Smith, Passenger Focus’s chief executive, will be speaking at the Cambridge University...
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Waterfront Rail Conference: The Future of Railway in Britain

Sharon Hedges, passenger issues manager, will be presenting to the Waterfront Rail Conference...
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August edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Great Western franchise consultation – Passenger Focus response

Passenger Focus was given the opportunity to provide a rail passengers’ perspective as the...
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Improvement works at stations – a before and after comparison of...

Working with Network Rail, Passenger Focus compared results from four waves of the National Rail...
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Passenger Focus annual report and accounts 2013-14

Passenger Focus (the operating name of the Passengers' Council) annual report and and accounts...
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Young Rail Professionals seminar – Passenger Focus: Do passengers trust...

Anthony Smith, Passenger Focus’s chief executive, will be speaking at a seminar to set his views...
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Network Rail penalty: Passenger Focus response

Anthony Smith, chief executive, Passenger Focus said: “Our research confirms what many...
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The Consultation Institute – The Power of the People

Sharon Hedges, Passenger Focus’s passenger issues manager, will be attending a conference on...
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National Rail Passenger Survey Methodology

Since 1999 the National Rail Passenger Survey (NRPS) has measured customer satisfaction...
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June edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Award of the Essex Thameside franchise to c2c: Passenger Focus response

Responding to the Government's decision to award the Essex Thameside franchise to the current...
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National Rail Passenger Survey (NRP) Spring 2014 – 24 hour...

This document lists post holders given pre-release access 24 hours in advance of publication in...
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National Rail Passenger Survey (NRPS) Spring 2014 – User Guidance...

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National Rail Passenger Survey (NRPS) Spring 2014 – Detailed...

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National Rail Passenger Survey (NRPS) Spring 2014 – Pre-release...

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National Rail Passenger Survey – NRPS – Autumn 2013 –...

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National Rail Passenger Survey – NRPS – Spring 2014 –...

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National Rail Passenger Survey – NRPS – Autumn 2013 –...

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National Rail Passenger Survey – NRPS – Spring 2014 –...

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National Rail Passenger Survey – NRPS – Spring 2014 –...

The Stakeholder Report was formerly called the Consultees' Report.
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National Rail Passenger Survey – NRPS – Spring 2014 –...

* * * Published 25 June 2014 * * * NRPS reports for all Passenger Transport Executives (PTEs)....
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National Rail Passenger Survey – NRPS – Spring 2014 –...

Tables and graphs showing results for train operating company(TOC), trend charts for all factors,...
Read more

National Rail Passenger Survey – NRPS – Spring 2014 –...

This report covers the NRPS Autumn 2009 through to Spring 2014. Best in class for previous waves...
Read more

Overall satisfaction steady – individual passenger experience remains...

Rail passenger satisfaction remains steady overall, passengers in different parts of the country...
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National Rail Passenger Survey – NRPS – Spring 2014 –...

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National Rail Passenger Survey – NRPS – Spring 2014 –...

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National Rail Passenger Survey – NRPS – Spring 2014 –...

The National Rail Passenger Survey (NRPS) provides a network-wide picture of customers’...
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National Rail Passenger Survey (NRPS) at a glance – train operating...

Please note, the download is a ZIP file archive of all the at a glance guides for the following...
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National Rail Passenger Survey (NRPS) at a glance – Great Britain...

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Rail Delivery Group – Transparency on the railway

Sharon Hedges, Passenger Focus’s passenger issues manager, will be attending a seminar on...
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Thameslink Southern and Great Northern Franchise Stakeholder events –...

Linda McCord, Passenger Focus’s passenger manager, will be presenting the latest National Rail...
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Thameslink Southern and Great Northern Franchise Stakeholder events –...

Linda McCord, Passenger Focus’s passenger manager, will be presenting the latest National Rail...
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UK Rail Industry Forum

Sharon Hedges, Passenger Focus’s passenger issues manager, will be exploring how passengers'...
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Manchester user group workshop

The event is part of this year’s round of user group workshops. The theme will be...
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Northern and TransPennine Express (TPE) franchise renewal – get your...

The Department for Transport (DfT) will be holding three public consultation meetings for the new...
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Northern and TransPennine Express (TPE) franchise renewal – get your...

The Department for Transport (DfT) will be holding three public consultation meetings for the new...
Read more

Northern and TransPennine Express (TPE) franchise renewal – get your...

The Department for Transport (DfT) will be holding three public consultation meetings for the new...
Read more

Northern and TransPennine Express (TPE) franchise renewal – get your...

The Department for Transport (DfT) will be holding three public consultation meetings for the new...
Read more

New Virgin contract brings certainty to West Coast train passengers

Responding to the new deal for rail services on the West Coast Main Line, Anthony Smith, Passenger...
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First Great Western stakeholder conference

David Beer will be attending the First Great Western stakeholder conference in London, hearing...
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Passenger Focus seminar – “Scottish Major Events 2014”

Passenger Focus held a seminar in Glasgow on 12 June 2014 to discuss the Commonwealth Games and...
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‘Give rail a go!’ New research about passengers in Scotland

It is possible to improve perceptions of train travel through encouragement. This is a finding of...
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Transport integration in Scotland

Passenger Focus maintains that travel by public transport should be as easy as possible for...
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Edinburgh Waverley Station Improvements Research report

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Marketforce’s 20:20 Customer Experience Summit

Ian Wright, head of research, will be chairing the 20:20 Customer Experience Summit over the two...
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Events this week in Edinburgh and Glasgow

Stakeholder reception: Scottish Parliament - Edinburgh, Wednesday 11 June Scottish Transport...
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ATCO summer conference/training event

Mike Bartram, Passenger Focus policy adviser, will be attending the Association of Transport...
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Scottish major events seminar

Passenger Focus is hosting a "Scottish major events seminar", looking at the upcoming Commonwealth...
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Edinburgh Stakeholder Reception

Passenger Focus's Board is holding a stakeholder reception, hosted by Patrick Harvie MSP and John...
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May edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Transport Ticketing Central Europe Conference

Ian Wright, head of research, will be speaking at the Transport Ticketing Central Europe conference...
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New Scottish sleeper franchise heralds a new era for overnight travel

Robert Samson, passenger manager for Passenger Focus said:  “The new franchise for the...
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The passenger experience – the full research report

This is the full research report which aims to understand the experience of passengers using the...
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Thameslink, Southern and Great Northern franchise – Passenger Focus...

Passenger Focus is pleased that the future operator of the new TSGN franchise has been confirmed,...
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European Training Centre for Railways

Ian Wright, head of research, will be speaking at the European Training Centre for Railways’...
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UK Light Rail Conference 2014

Keith Bailey, Passenger Focus senior research adviser, will be presenting at the UK Light Rail...
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Scottish Major Events Seminar agenda – 12 June 2014

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Passenger Focus presentation to potential bidders for the TransPennine...

The Department for Transport (DfT) asked Passenger Focus to provide a passenger perspective on the...
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Passenger Focus presentation to potential bidders for the Northern...

The Department for Transport (DfT) asked Passenger Focus to provide a passenger perspective on the...
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Transport Card Forum (TCF)

Louise Hall, senior research adviser, will be speaking at the Transport Card Forum about...
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South West Trains Passenger Forum

Heather Minshull, passenger team executive, will be taking part in the South West Trains Passenger...
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PACTS meeting (Parliamentary Advisory Committee Transport Safety)

Passenger Focus will be hosting the Parliamentary Advisory Committee Transport Safety (PACTS)...
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TransPennine plus launch itinerary

David Sidebottom, passenger team director, will be speaking at the TransPennine plus launch of its...
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Stakeholder reception and Board Meeting

We will be holding a stakeholder reception, 14 May 2014 from 17.00 - 18.30 at our Piccadilly Gate...
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May 2014 Board Meeting papers

Papers for the Board Meeting held on 15 May 2014 in Manchester
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Railfuture annual autumn conference

Sharon Hedges, passenger issues manager, will address the Railfuture annual autumn conference at...
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NRPS and BPS accessibility analysis 2013.

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April edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Exeter user group workshop

The event is part of this year’s round of user group workshops. The theme will be...
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Abergavenny user group workshop

The event is part of this year’s round of user group workshops. The theme will be...
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York user group workshop

The event is part of this year’s round of user group workshops. The theme will be consultation,...
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Birmingham user group workshop

The event is part of this year’s round of user group workshops. The theme will be consultation,...
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London user group workshop 2014

The event is part of this year’s round of user group workshops. The theme will be consultation,...
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Appendix 3 – Preferred Supplier List quantitative questionnaire

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Appendix 2 – Preferred Supplier List qualitative questionnaire

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Appendix 1 – Preferred Supplier List terms and conditions

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Passenger Focus’s website – tell us what you think

To help us ensure we are delivering a website users require, Passenger Focus would like to hear...
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Rail Safe Wales – Student film competition

University students from across Wales have been taking part in a competition to make a short film...
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UK Rail conference

Anthony Smith, Passenger Focus chief executive, will be speaking at the UK Rail Conference. The...
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Future Merseyrail rolling stock – what passengers want

Passenger Focus considers it vital for passengers to be involved in the design of new trains at the...
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Manchester user group workshop 2014

The event at our Manchester office is part of this year’s round of user group workshops. The...
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Rail passengers still need better information to boost confidence in their...

Today we publish the summary of some research carried out with the Office of Rail Regulation which...
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The passenger experience – summary report

Passenger Focus and the Office of Rail Regulation (ORR) wanted to understand the experience of...
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March edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Network Rail investment (CP5) – Passenger Focus response

Responding to the publication of Network Rail's investment plans today, Passenger Focus's acting...
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Passenger Focus workplan 2014-15

Passenger Focus is the statutory, independent, watchdog for Britain’s rail passengers and, except...
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Meeting with the Department for Transport

Jocelyn Pearson, Passenger Focus passenger issue manager, will be presenting Passenger Assist...
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Northern and TransPennine Express franchise bidder days

Sharon Hedges, Passenger Focus passenger issues manager, will attend these bidder days in...
Read more

March 2014 Rail Technology Magazine: Get smart – the benefits of...

Louise Hall, senior researcher adviser at Passenger Focus, writes about the benefits of smart...
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Industry heads slowly in the right direction in improving assistance for...

The new system for disabled passengers to book assistance when travelling by train has led to some...
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Passenger Assist journeys 2013

To research the effectiveness of the Passenger Assist service, which provides assistance to...
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Passenger Assist summary report

It is important that passengers with disabilities can travel freely on the rail network. Passenger...
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Passenger Assist research presentation slides

It is important that passengers with disabilities can travel freely on the rail network. Passenger...
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March 2014 Rail Professional: Disruption and delays – what do...

David Sidebottom, acting chief executive of Passenger Focus, writes about passengers’ need during...
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March 2014 Rail Professional: Satisfaction not guaranteed

Rail Professional features on our National Rail Passenger Survey. The article also covers some of...
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February edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Passenger Focus’s accessibility forum – London

Passenger Focus's passenger team executive, Heather Minshull, and passenger issues manager, Jocelyn...
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Metrorail event

David Sidebottom, Passenger Focus's acting chief executive, will be hosting a conversation at the...
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Putting Passenger First Conference

Linda McCord, Passenger Focus's senior passenger manager, will be on the panel for questions and...
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Kent Community Rail Project Stakeholder event

Linda McCord, Passenger Focus's senior passenger manager, will be presenting Passenger...
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Passenger Focus Board Meeting, London – February 2014

There will be a Passenger Focus Board meeting held at Fleetbank House, 2-6 Salisbury Square, London...
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Railfuture Beds and Herts meeting

Linda McCord, Passenger Focus senior passenger manager, is attending a Railfuture Beds and...
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Railfuture East AGM

Linda McCord, Passenger Focus senior passenger manager, will be presenting at Railfuture's...
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Passenger Transport Executive Group: Safety and Security Task Meeting

Linda McCord, Passenger Focus senior passenger manager, will be presenting the results of the...
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Institution of Rail Operators annual lunch

David Sidebottom, Passenger Focus's acting chief executive, will be speaking at the Institution of...
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Meeting with regional Chairs of TravelWatch organisations

David Sidebottom, Passenger Focus's acting chief executive, will be meeting with the regional...
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Round table discussion with Which? on regulatory reforms

David Sidebottom, Passenger Focus's acting chief executive, will be attending a round table...
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“Rail-led developments – a catalyst for growth” summit

David Sidebottom, Passenger Focus's acting chief executive, will be speaking at the “Rail-led...
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Consumer Futures 2014-15 work priorities stakeholder event

David Sidebottom, Passenger Focus's acting chief executive, will be attending the Consumer Futures'...
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c2c management conference

David Sidebottom, Passenger Focus's acting chief executive, will be speaking at the c2c management...
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Office of Rail Regulation Board

Passenger Focus’s chairman, Colin Foxall CBE; acting chief executive, David Sidebottom; and head...
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Transport Ticketing and Information conference

David Sidebottom, Passenger Focus's acting chief executive, will be one of the panel members for...
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Rail companies should do more to promote passengers’ refund and...

In welcoming the report published today by the Office of Rail Regulation (ORR), Passenger Focus’s...
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Passengers’ feedback about Intercity East Coast

As part of our contribution towards the franchise renewal for Intercity East Coast services, the...
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Passengers’ feedback about Intercity East Coast

As part of our contribution towards the franchise renewal for Intercity East Coast services, the...
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Disruption caused by bad weather – Passenger Focus response

Responding to the disruption to rail services caused by heavy rain, David Sidebottom, acting chief...
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National Rail Passenger Survey – NRPS – Autumn 2013- Train...

This report covers the NRPS Spring 2009 through to Autumn 2013. Best in class for previous waves...
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Railfuture Conferences (AGM)

David Beer, Passenger Focus passenger executive, will be attending the Railfuture conference on 10...
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National Rail Passenger Survey – NRPS – Autumn 2013 –...

Tables and graphs showing results for Train Operating Company - TOC (including comparisons with one...
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National Rail Passenger Survey – NRPS – Autumn 2013 –...

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National Rail Passenger Survey – NRPS – Autumn 2013 –...

The Stakeholder Report was formerly called the Consultees' Report.
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National Rail Passenger Survey – NRPS – Autumn 2013 –...

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National Rail Passenger Survey – NRPS – Autumn 2013 –...

NRPS reports for all Passenger Transport Executives (PTEs) (exactly the same format as Train...
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National Rail Passenger Survey – NRPS – Autumn 2013 –...

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February 2014 Board Meeting papers

Papers for the Board Meeting held on 13 February 2014 in London
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February 2014 Rail magazine: Passenger satisfaction dips as train...

Rail magazine features our recent National Rail Passenger Survey. The article also includes a...
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Revenue Protection Seminar

Jocelyn Pearson, Passenger Focus passenger issues manager, will be speaking at the Revenue...
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Passenger Voice – January 2014 edition now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Heathrow Area Transport Forum – Conference 2014

David Sidebottom, acting chief executive of Passenger Focus, will be speaking at the Heathrow Area...
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January 2014 Passenger Transport: Decline in satisfaction is a...

Passenger Transport features our recent National Rail Passenger Survey. The article also...
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Last chance to have your say on East Coast rail services

East Coast rail passengers are urged to act quickly to have their say on future train services. The...
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Next-generation Thameslink train launch – London

Jordan Sargeant, passenger team executive, will be attending an event to unveil the new...
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National Rail Passenger Survey (NRPS) at a glance by train company –...

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

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Rail passenger satisfaction still too varied – autumn 2013 NRPS...

Passenger satisfaction with rail services still varies too widely across Great Britain, said the...
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National Rail Passenger Survey – NRPS – Autumn 2013 –...

The National Rail Passenger Survey (NRPS) provides a network-wide picture of customers’...
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TravelWatch NorthWest conference, Warrington

David Beer, passenger executive, will be one of the speakers at the TravelWatch North West...
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January 2014 Passenger Transport: Lowest overall increase in rail fares...

David Sidebottom, acting chief executive of Passenger Focus, comments on January's...
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West Coast franchise direct award – Passenger Focus submission to the...

Passenger Focus believes that when the franchises are awarded it is vital that the needs of...
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Disruption caused by strong winds and heavy rain – Passenger Focus...

Responding to the disruption to train services caused by strong winds and heavy rain, David...
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Fares 2014: our response

Today the rail fares for 2014 were published.  David Sidebottom, acting chief executive...
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Table of sample annual season ticket prices: December 2013

These sample ticket prices are for illustration only.  The fares shown are not statistically...
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Table of sample Anytime return ticket prices: December 2013

These sample ticket prices are for illustration only.  The fares shown are not statistically...
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Table of sample off-peak return ticket prices: December 2013

These sample ticket prices are for illustration only.  The fares shown are not statistically...
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Access to transport for disabled people – update

There was good news for passengers with disabilities when the Government responded to a report into...
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Passenger Voice – December edition now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Stakeholder Survey Results 2013

Nearly three quarters of people are happy with the work that we do and almost nine in ten agree...
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#railweatherwatch – how are you finding it?

Severe weather conditions in Scotland and the north of England have caused extensive travel...
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Rail fares announcement – Passenger Focus response (December 2013)

Today the Government announced that regulated rail fares will now increase in line with inflation...
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Have your say on East Coast rail services

East Coast rail passengers are invited to have their say on services in the first online feedback...
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December 2013 Rail Professional: On time? Give us the facts!

Anthony Smith writes for the 'in the passenger seat' section, on punctuality data. Download the...
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Passenger Voice – November edition now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Smarter Travel Forum

Ian Wright, Passenger Focus head of research, will be speaking at the launch of the Smarter Travel...
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Rail technical strategy: determining our industry’s future

Anthony Smith, Passenger Focus chief executive, will be speaking at the Rail technical strategy:...
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Next steps for UK rail: franchising, investment, pricing and HS2

Mike Hewitson, Passenger Focus's head of passenger issues, will be speaking at the...
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Rail passengers don’t know ‘there’s an app for that’

Passengers love ‘useful’ apps – but aren’t prepared to pay for rail information. These...
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Smart ticketing – mobile applications

The DfT, via Passenger Focus, is currently undertaking a wide programme of research around smart...
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Passenger Focus conference and reception, Cardiff – November 2013

Passenger Focus held a conference and evening reception at Cardiff’s Millennium Centre on...
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Cardiff Reception Speech – Nick Ramsay

The speech made by Nick Ramsay, Chair of the Business and Enterprise Committee, National...
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ScotRail franchise – Passenger Focus response

Commenting on the publication of the draft Invitation To Tender for the ScotRail franchise, Robert...
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2014 Smart Rail Congress & Expo

Ian Wright, head of research, will be speaking about passenger engagement in SmartRail 2014 on...
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Cardiff Conference Presentation – Ian Bullock

Presentation given by Arriva Trains Wales managing director Ian Bullock.
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November 2013: The Inside Track with: Guy Dangerfield

Luke Upton, global transport forum editor, interviewed Guy Dangerfield, passenger issues manager,...
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How the rail industry works – an overview

This two-page document is a very brief overview of how the rail industry works, including some...
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Autumn 2013 National Passenger Survey

The results of the autumn wave of Passenger Focus's rail National Passenger Survey (NPS) are...
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November 2013 Board Meeting papers

Papers for the Board Meeting held on 14 November 2013 at the Wales Millennium Centre in Cardiff
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Evidence to House of Commons Transport Committee – Inquiry into safety...

This is the evidence that Passenger Focus, in partnership with London TravelWatch, submitted to the...
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Evidence to the House of Commons Transport Committee – Passenger...

This is the evidence that Passenger Focus submitted to the House of Commons Transport Committee...
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Memorandum to the Transport Committee – Winter resilience in...

Passenger Focus has submitted evidence to the Transport Committee’s Inquiry into winter...
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Cardiff Conference agenda

Agenda for the Passenger Focus conference to be held 13 November at the Wales Millennium Centre
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November 2013 Rail Professional: Of fares and ticketing…

Anthony Smith writes for the 'in the passenger seat' section, on fares and ticketing.
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Future of the railway – Passenger Focus response to final...

Today the Office of Rail Regulation (ORR) published its final outline of what the railway must...
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Franchising moves forward

Passenger Focus continues to press for passenger aspirations to be delivered in franchise...
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Southeastern franchise Direct Award – Passenger Focus submission to...

The existing Southeastern franchise has run for a considerable time, during which there have been...
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Greater Anglia franchise Direct Award – Passenger Focus submission...

The Greater Anglia Direct Award follows a very short franchise, which was itself extended.  By...
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Northern franchise Direct Award – Passenger Focus submission to the...

The existing Northern franchise has run for a considerable time, during which there have been some...
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UK storm disruption – Passenger Focus response

Anthony Smith, Passenger Focus chief executive, said: “Passengers have told us that when...
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East Coast franchise starts – Passenger Focus response

Today the Department for Transport announced that the East Coast franchise competition has...
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October 2013 Rail Magazine: Fares increases capped as DfT considers...

Anthony Smith, chief executive of Passenger Focus, comments on the fare rise cap as...
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October 2013 accessibility forum

Passenger Focus has been meeting with national groups representing disabled passengers for eight...
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October 2013 Transport Times: Passengers feel a faint glow of technology

Anthony Smith writes about transports technology for passengers. He claims that combining...
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Fares and ticketing review – Passenger Focus response

The passenger watchdog has responded to news on fare rises. The Department for Transport has...
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Southeastern Trains’ Stakeholder Forum at Priestfield Stadium

Linda McCord, passenger manager, will be chairing Southeastern Trains’ Stakeholder Forum at the...
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National Rail Conference 2013

Anthony Smith, chief executive of Passenger Focus, will be speaking at the National Rail Conference...
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Understanding rail passengers – what is the evening travel...

The National Passenger Survey (NPS) run by Passenger Focus provides a detailed picture of...
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Passenger satisfaction with personal security on the railway –...

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Great Western franchise – Passenger Focus response

Today the Department for Transport announced that First Greater Western Ltd will continue to run...
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October 2013 Rail Professional: Satisfaction on the rise

Anthony Smith writes about satisfaction on the rise.
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Passenger Voice – September edition now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Broadband on trains – Passenger Focus response

Today the Department for Transport announced the roll-out of high-speed broadband across the rail...
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How to Turn Public Sector Complaints into Service Improvements conference

David Sidebottom, Passenger Focus director, will be speaking at the How to Turn Public Sector...
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Sustainable Transport 2013: Unlocking the door-to-door journey

David Sidebottom, Passenger Focus director, will be speaking at the Sustainable Transport 2013:...
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Franchising announcement – Passenger Focus response

The Department for Transport has just released Invitation to Tender documents for the Essex...
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Maria Eagle MP, shadow transport secretary’s speech to Labour Party...

Anthony Smith, Passenger Focus chief executive, said: “We welcome the shadow minister’s call...
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Open Data strategy

Open data is information that is available for anyone to use, for any purpose, at no cost. All open...
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Ticketing measures announcement – Passenger Focus response

The passenger watchdog has welcomed today’s announcement by transport minister Norman Baker, of a...
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BBC News: Train passenger watchdog welcomes ticket initiatives

Anthony Smith talks about ticket initiatives are welcomed by passenger. He says passenger...
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Flexible ticketing pilot announced – Passenger Focus response

The passenger watchdog has welcomed today’s announcement by transport minister Norman Baker, of a...
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Edinburgh conference presentations

Passenger Focus held a conference and reception in Edinburgh on 11 September 2013. Guest speakers...
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Getting Britain’s Cities Moving

As part of the panel at the Freight Transport Association event at this year’s Conservative party...
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Passenger Focus conference, reception and Board meeting, Edinburgh –...

  Passenger Focus is holding a conference and evening reception in Edinburgh’s City Art...
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The Annual General Meeting of the Sevenoaks Rail Travellers Association

Linda McCord, Passenger Manager will be presenting general Passenger Focus research at The Annual...
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West Midlands Regional Rail Conference at Birmingham Airport

Linda McCord, Passenger Manager will be presenting on various Passenger Focus research, including...
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September 2013 Board Meeting papers

Papers for the Board Meeting held on 12 September 2013 at the Carlton Hotel in Edinburgh
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Draft Determination Periodic Review – Passenger Focus response

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September 2013 Board Meeting agenda

Agenda for the Passenger Focus Board Meeting to be held 11 September in The Carlton...
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Smarter ticketing: Passenger Focus response to announcement of South East...

Today the Department for Transport announced a £45m rollout of smart ticketing in the South...
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August 2013 Rail Professional: Is the average commuter still with us?

Anthony Smith writes about commuters' behaviour. He says beneath the headline results of...
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Passenger Voice – August edition now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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August 2013 routeone: The real acid test

Anthony Smith talks about bus passenger’s views on value for money and the latest Bus Passenger...
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Edinburgh Conference agenda

Agenda for the Passenger Focus conference to be held 11 September in Edinburgh's City Art Centre
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Regulated train fares in England are set to rise by an average of 4.1 per...

David Sidebottom, passenger director, Passenger Focus, said:“Passengers will shrug wearily at the...
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National Passenger Survey – NPS – Spring 2013 – Detailed...

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National Passenger Survey Spring 2013 – NPS – Train Operating...

Tables and graphs showing results for Train Operating Company - TOC (including comparisons with one...
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National Passenger Survey Spring 2013 – NPS – Train Operating...

This report covers the NPS wave 19 (Autumn 2008) through to wave 28 (Spring 2013). Best in class...
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Real-Time Passenger Information 2013

Guy Dangerfield Passenger Focus passenger manager will be speaking at the real-time passenger...
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National Passenger Survey Spring 2013 – NPS – Passenger...

NPS reports for all Passenger Transport Executives (PTEs) (exactly the same format as Train...
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National Passenger Survey – NPS – Spring 2013 –...

The Stakeholder Report was formerly called the Consultees Report.
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National Passenger Survey – NPS – Spring 2013 –...

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National Passenger Survey – Spring 2013 – Network Rail Station...

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National Passenger Survey – Spring 2013 – NPS –...

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National Passenger Survey – Spring 2013 – NPS – Full...

The Full Report was formerly called the Summary Report.
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National Passenger Survey Spring 2013 – NPS – Building block...

Summary results showing satisfaction for all building blocks for all main NPS factors.
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Network Rail in breach of licence: Passenger Focus response to...

Today (Wednesday 31 July) the Office of Rail Regulation found Network Rail in breach of its...
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Direct trains to Blackpool and Shrewsbury: Passenger Focus response to...

Today (Wednesday 31 July) the Office of Rail Regulation announced a decision not to approve...
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Waterloo Station passenger forum

Passenger Focus will be attending the first ever passenger forum to take place at Waterloo Station,...
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Understanding rail passengers – the average commuter

The National Passenger Survey (NPS) run by Passenger Focus provides a detailed picture of...
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The July edition of Passenger Voice is now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Passenger Focus welcomes new trains

Today the Department for Transport announced that it is going ahead with the order of...
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Presentations to the July 2013 Passenger Focus Board meeting

The presentations looked at passenger needs, expectations and aspirations for public transport in...
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Industry talks about accessibility

In May Passenger Focus attended the quarterly meeting of the Department for Transport’s Industry...
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Understanding rail passengers – delays and compensation

The National Passenger Survey (NPS) run by Passenger Focus provides a detailed picture of...
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July 2013 Rail technology magazine: Passengers’ most loved (and...

Anthony Smith spoke at the Association of Train Operating Companies ‘Future Train’ event about...
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Passenger Transport July 2013: Rail passenger satisfaction dips

Passenger Transport writes a feature about the National Passenger Survey Spring 2013
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Passengers welcome the simplicity and savings the extension of smart...

Rail passengers have a clear appetite for smart ticketing, particularly if it means tickets are...
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Smart ticketing – what rail passengers want – July 2013

Passengers are increasingly coming to expect services to be delivered to them in smarter ways as...
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July 2013 Rail Professional: Editors note – boosting the passenger...

Lorna Slade Editor of Rail Professional magazine talks about Passenger Focus’s latest work on...
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July 2013 Passenger Transport: passenger satisfaction dips

An in-depth look at results of the Spring 2013 National Passenger Survey.
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Briefing: Spending Review 2013

The Spending Round (SR) was published on 26 June and is designed to cover the first year after the...
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The June edition of Passenger Voice is now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Passenger Focus annual report and accounts 2012-13

Passenger Focus (the operating name of the Passengers' Council) annual report and and accounts...
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Passenger Focus response to spending review and infrastructure...

Focusing on passenger priorities more important than ever The independent passenger watchdog today...
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July 2013 Board meeting – agenda

Agenda for Passenger Focus Board meeting on Thursday 11 July 2013 in Bristol
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Passenger Power! Watchdog calls for passengers to have a vote on the...

Passengers sometimes don’t even know that their train service could change hands – and as they...
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June 2013 Passenger Transport: giving passengers a greater say

James Dark reports on the Passenger Power! seminar hosted by Passenger Focus in June 2013, at...
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Making data work: Cities & Transport

Passenger Focus will be attending this event on 18 June 2013. For more information and to book a...
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June 2013 Transport Times: How can train operators gain passengers’...

Anthony Smith writes about how more openness about why franchises have been awarded might be the...
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At-a-glance guides to passenger satisfaction

This week the latest rail National Passenger Survey (NPS) statistics were published, showing a dip...
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GB rail satisfaction dips

Passenger Focus chief executive, Anthony Smith, said:“Passengers faced variable performance in...
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National Passenger Survey at a glance – Wales – Spring 2013

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National Passenger Survey at a glance – Scotland – Spring 2013

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National Passenger Survey at a glance – Great Britain wide –...

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National Passenger Survey – Spring 2013 – NPS – Main...

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...
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Passenger Focus workplan 2013-14

The time has come for Passenger Power! - and Passenger Focus is going to make it happen. Passenger...
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Draft determination for the 2013 Periodic Review – Passenger Focus...

Anthony Smith, Passenger Focus chief executive, said: “As passengers are now the main funders of...
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Northampton Rail User Group

Linda McCord, Passenger Focus passenger manager, will be speaking at Northampton Rail User Forum on...
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Passenger Focus response to Network Rail annual assessment

 Anthony Smith, chief executive of the independent watchdog Passenger Focus, responds to the...
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Passenger Focus response to the Transport Select Committee’s Inquiry...

Passenger Focus welcomes the opportunity to present evidence to the Committee as we and our...
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June 2013 Rail Professional: Reserve and go – the way forward?

Anthony Smith writes about advanced tickets.
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May 2013 Collection Point: Passenger Focus

Anthony Smith discusses Passenger Focus' roll within the industry and current issues with public...
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Developing Relevant Tools for Demand Responsive Transport

Passenger Focus will be attending ‘Developing Relevant Tools for Demand Responsive Transport’...
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Giving passengers a voice in rail services

Major changes are underway to the process for awarding rail passenger franchises. The Government...
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European Training Centre for Railways postgraduate course

Ian Wright,Passenger Focus head of research, will be speaking at the European Training Centre for...
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Department for Transport’s Rail Research and Innovation Board

Ian Wright, Passenger Focus head of research, will be speaking at the Department for...
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Passenger Focus welcomes British Transport Police drive to increase size...

Passenger Focus today welcomed British Transport Police’s call for more members for its Citizens...
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New Passenger Voice newsletter

The May edition of Passenger Voice went out on Friday - click here to sign up to receive it...
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How to turn public sector complaints into service improvements

David Sidebottom, Passenger Focus passenger team director, will be speaking at 'How to turn public...
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How to turn public sector complaints into service improvements

David Sidebottom, Passenger Focus passenger team director, will be speaking at ‘How to turn...
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May 2013 european railway review: Social media: help us to get home

Guy Dangerfield, Passenger Focus passenger manager, writes about how passengers want infomation...
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Railway Telecommunications 2013

Guy Dangerfield Passenger Focus passenger issues manager will be speaking at the third annual...
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Presenting ‘right-time’ performance information to rail passengers

New research will help ensure that passengers get information on train punctuality as they want to...
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Understanding rail passengers: festive travel experiences

With the bank holiday just over, Passenger Focus has published a relevant report looking at...
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Understanding rail passengers – festive travel experiences

With the bank holiday just over, Passenger Focus has published a relevant report looking at...
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Presenting on-time performance information to rail passengers

New research published today will help ensure that passengers get information on train punctuality...
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Passenger Focus Board Meeting, Bristol – July 2013

There will be a Passenger Focus Board meeting held in Bristol on Thursday 11 July...
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Railway Improvement Conference 2013

Anthony Smith Passenger Focus chief executive will be speaking at the Railway Improvement...
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Invitation to UK Rail Opportunities Day

Anthony Smith Passenger Focus chief executive will be attending the Department for Transport’s...
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Network Rail Regional and Local Government Conference

Linda McCord Passenger Focus passenger manager will be speaking at the Network Rail Regional and...
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Draft Annual Report 2012-13

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Passenger Focus Board Meeting, Manchester – May 2013

There will be a Passenger Focus Board meeting held at Piccadilly Gate in rooms G35/37, Manchester...
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Wales Community Safety Partnership Group

David Beer is presenting National Passenger Survey results to group meeting, particularly relating...
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May 2013 Board meeting papers – Part E – Corporate affairs

Corporate matters for discussion and/or approval. Includes: Minutes of Audit Committee...
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May 2013 Board meeting papers – Part D – Review of passenger and...

Review of passenger and industry facing work for quarter four. Includes: National Passenger...
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May 2013 Board meeting papers – Part C – Review of national...

Review of national passenger issues for quarter four. Includes: franchising, disruption, fares...
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May 2013 Board meeting papers – Part B – Chief executives work...

Chief executive's workplan report for the May 2013 Board meeting held in Manchester. Includes:...
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May 2013 Board meeting papers – Part A – May 2013 minutes and...

Minutes of the Board meeting held on Wednesday 13 February 2013 in London and...
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May 2013 Board Meeting – Agenda

Agenda for Passenger Focus Board meeting held on Thursday 16 May 2013 in Manchester.
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May 2013 Rail Professional: Give passengers the vote!

Anthony Smith writes about the importance of including passengers input when planning franchise...
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Transport Solutions Wales

David Beer Passenger Focus passenger executive and Keith Bailey senior research advisor will be...
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Urban Mobility 2013

Anthony Smith Passenger Focus chief executive will be speaking on the panel at the Urban Mobility...
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Album Conference 2013 – Looking forward

Anthony Smith Passenger Focus chief executive will be speaking at the Album Conference 2013 –...
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April/May 2013 Rail Technology Magazine: Customer service innovation

Anthony Smith writes about how innovation can be used to improve customer service.
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UK Light Rail Conference – creating competitive cities

Ian Wright head of research at Passenger Focus will be speaking at the annual UK Light Rail...
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Publication of rail financial information – Passenger Focus response

Anthony Smith, chief executive of Passenger Focus, said: “For too long passengers have been the...
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Have your say on the draft Passenger Focus work plan

Passenger Focus is the independent, official consumer watchdog for Britain’s rail passengers and...
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TravelWatch NorthWest conference June 2013

Matthew Andrews and Jordan Sargeant from Passenger Focus will be attending the TravelWatch...
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Linda McCord chairing Southeastern train’s stakeholder forum 2013

Linda McCord Passenger Focus passenger manager will be chairing the Southeastern Train's...
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April 2013 Passenger Transport: your customers don’t trust you

A feature on trust amongst passengers, prompted by a seminar at which Anthony Smith gave the...
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April 2013 Rail Professional: Trust me, I’m a TOC

Anthony Smith writes for the 'in the passenger seat' section, on building trust among rail...
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London Midland – making progress

Following staffing shortages that led to widespread cancellations last year, Passenger Focus has...
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April 2013 Transport Times: Chief Executive column

Anthony Smith writes about the bus passenger survey and the need for passenger power.
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Passenger Focus response to Scottish fares announcement

Responding to the news that the ScotRail has simplified its pricing structure to remove the need...
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Passenger Focus announces new preferred supplier list

Passenger Focus has established a preferred supplier list (PSL) which will enable a list of...
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New-look Passenger Voice

This is the first monthly email edition of Passenger Voice. This new-look, more frequent newsletter...
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Fares database release – Passenger Focus response

David Sidebottom, Passenger Focus director, said: “Value for money has become the...
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Passengers give station improvements the thumbs up

Passenger satisfaction at seven stations increased by an average of 30 percentage points following...
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Regulator’s concern about railway resilience – Passenger Focus...

David Sidebottom, Passenger Focus director, said: “It’s frustrating for passengers who face...
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Update on franchising – February 2013

Following the publication of the review of rail franchising by Eurostar chairman Richard Brown, the...
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January 2013 Passenger Transport: Chief Executive column

Anthony Smith writes about right-time performance information.
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“Your customers don’t trust you” seminar

"Your customers don't trust you" This controversial statement is the topic of a transport-focused...
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The work of Passenger Focus

Anthony Smith, Passenger Focus chief executive will be presenting at the Charted Institute of...
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High Speed 2 phase two announcement – Passenger Focus responds

Today the Department for Transport has published its initial preferred route, station and depot...
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Record satisfaction levels in latest National Passenger Survey (NPS)

Passenger Focus chief executive, Anthony Smith, said: “The passenger voice helps to drive change...
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Newcastle user group workshop

Passenger Focus will be holding a User group workshop at The Royal Station Hotel, Neville Street,...
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FGW Passenger Panel meeting

Linda McCord, Passenger Focus passenger manager will be presenting Passenger Focus’s National...
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London Overground Rail Operations stakeholder event

Linda McCord, Passenger Focus passenger manager will be presenting at the London Overground Rail...
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Transport Ticketing 2013

David Sidebottom Passenger Focus passenger team director will be presenting at the Transport...
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Greater Anglia Train Passenger Panel

Linda McCord, Passenger Focus passenger manager will be presenting at the Greater Anglia Train...
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First Capital Connect stakeholder forum

Linda McCord, Passenger Focus passenger manager will be attending the First Capital Connect...
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Bus Partnership forum – National Bus Punctuality Project progress...

Passenger Focus will be presenting a progress report on our national Bus Punctuality Project to the...
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Manchester user group workshop

Passenger Focus will be holding a User group workshop at Piccadilly Gate Store Street, Manchester,...
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West Coast interim deal with Virgin confirmed: Passenger Focus response

Today the Department for Transport has announced that it has reached an agreement with Virgin...
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Putting passengers at the heart of rail services

Much of the debate about the future of rail franchises centres on structures and financing – now...
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Office of Rail Regulation’s passenger information assessment –...

Anthony Smith, Passenger Focus chief executive, said: “Passengers will be reassured that the...
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London Midland passenger compensation – Passenger Focus response

Anthony Smith, Passenger Focus chief executive, said: “We worked with London Midland to...
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Transforming Passenger Information: Customer Experience Summit 2013

Anthony Smith, Passenger Focus chief executive and Guy Dangerfield passenger issues manager will be...
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Welsh Government and Department for Transport forum

David Beer, Passenger Executive, will be attending the Welsh Government and Department for...
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Greater Anglia Trains ‘Inspire’ Customers Service briefing

Linda McCord Passenger Focus passenger manager will be attending Greater Anglia Trains...
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Improving the Customer Experience workshop

David Sidebottom, Passenger Focus director, will be helping to facilitate at the Improving the...
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London user group workshop

Passenger Focus will be holding a User group workshop at Fleetbank House, 2-6 Salisbury Square,...
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Network Rail on course to hit efficiency targets – our Chief...

Today the Office of Rail Regulation has released its annual assessment of Network Rail...
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Consumer Future Event

Anthony Smith, Passenger Focus chief executive will be attending a consultation session, held by...
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Network Rail regional and local Government conference

Sharon Hedges, Passenger Focus passenger issues manager will be presenting at Network Rail Regional...
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South West Trains stakeholder conference

Linda McCord, Passenger Focus passenger manager will be attending this on the morning of 29...
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Rail transparency conference

Anthony Smith, Passenger Focus chief executive will be presenting at The Office of Rail...
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Transpennine Express Management Conference

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C2C Passenger Panel

Linda McCord, Passenger Focus passenger manager will be presenting at this on the evening of 22nd...
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Passenger Focus tells London Midland to do more to compensate passengers

“We understand the problem but you need to compensate your passengers” – that is the message...
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Rail fares announcement – Passenger Focus responds

Anthony Smith, chief executive of Passenger Focus, said: “We welcome the news that Government...
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West Coast franchise: a statement from the Chief Executive

Anthony Smith, Passenger Focus chief executive, said: “Change breeds uncertainty. In the short...
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High Speed Rail Two Briefing – London

Campaign for High Speed Rail will be hosting a series of briefings to discuss the latest HS2...
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Better Bus Areas Working Group

David Beer, Passenger Executive, will be attending the Department for Transport’s working group...
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Annual Rail Property Event

Guy Dangerfield, Passenger Focus passenger issues manager will be presenting at the Annual Rail...
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Tyne & Wear Public Transport Users’ Group

David Beer, Passenger Executive, will be attending the annual general meeting of the Tyne &...
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High Speed Rail Two Briefing – Manchester

Campaign for High Speed Rail will be hosting a series of briefings to discuss the latest HS2...
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Merseytravel Passenger Forum and Passenger Forum

David Beer, Passenger Executive, will be attending Merseytravel’s Transport Surgery and Passenger...
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High Speed Rail Two Briefing – Leeds

Campaign for High Speed Rail will be hosting a series of briefings to discuss the latest HS2...
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Passenger complaints data from the Office of Rail Regulation (ORR)...

Anthony Smith, Passenger Focus chief executive, said: “We welcome the rail regulator's findings...
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London Midland announcement on ticket offices – Passenger Focus...

Anthony Smith, chief executive of Passenger Focus, said:“Passengers tell us that when they go to...
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Engineering works: more than half of passengers wouldn’t travel by train...

Passenger Focus is calling on the rail industry to make further concerted efforts to use...
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Passengers’ views on Thameslink, Southern and Great Northern and South...

Independent watchdog Passenger Focus has released its findings on the needs of passengers on two...
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Passenger compensation – Passenger Focus response

Anthony Smith, Passenger Focus chief executive, said: "Train companies should work hard to inform...
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The Future of Rail annual conference

Anthony Smith, chief executive of Passenger Focus will be speaking at The Future of Rail annual...
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ScotRail Customer Forum

Robert Samson, Passenger focus passenger manager will be chairing ScotRail Customer Forum at...
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Southeastern Trains’ Stakeholder Forum

Linda McCord, Passenger Focus passenger manager will be chairing the Southeastern Trains’...
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Welsh Government Rail Conference

David Beer, passenger focus passenger executive, will be attending the Welsh Government Rail...
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IPPR’s new report – Passenger Focus responds to the publication of...

David Sidebottom, Passenger Focus director, said: “Passengers have had to endure years of...
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Suffolk Rail Conference

Linda McCord, Passenger Focus passenger manager, will be attending the Suffolk Rail Conference on...
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Travel 2020

Anthony Smith, Passenger Focus chief executive will be speaking at Travel 2020 conference on 10...
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Arriva Trains Wales Passenger Panel

David Beer, passenger focus passenger executive, will be attending the Arriva Trains Wales...
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July’s inflation figure announced – Passenger Focus responds

David Sidebottom, Passenger Focus, director, said:“We are disappointed by the news that in...
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Passenger Focus responds to Government’s rail fares and ticketing...

Independent passenger watchdog Passenger Focus has responded to the Government’s consultation on...
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Great Western franchise passenger research published

Independent watchdog Passenger Focus has today published the research it used to inform its...
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‘The customers’ point of view’ – European Training...

Ian Wright, Passenger Focus's head of research will be speaking at 'The customers' point of view'...
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Oxera Rail Policy Group meeting

Anthony Smith, Passenger Focus chief executive, will be the guest speaker at the Oxera Rail Policy...
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East Coast Consultation meeting – Newcastle upon Tyne

Guy Dangerfield, Passenger Focus Passenger issues manager and Matthew Andrews, Passenger Focus,...
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Railfuture London & South East regional branch, Herts & Beds...

Linda McCord will be presenting at Railfuture's London & South East regional branch, Herts...
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Real time passenger information

Anthony Smith, Passenger Focus chief executive, will be speaking at 'Real Time passenger...
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UntitledConsultation event for the Thameslink, Southern, Great Northern...

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Enfield Council Public Transport Consultative Group

Linda McCord, Passenger Focus passenger manager will be speaking at the Enfield Council Public...
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Initial briefing – fresh start for franchising – March 2013

Key announcements about the future of franchising were made on 26 March 2013. These...
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Passenger Focus response to DfT franchise announcement

This morning the Department for Transport outlined its plans for rail franchising and an...
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Birmingham low-carbon built environment and infrastructure event (Base)

David Sidebottom Passenger Focus passenger director will be on the panel at Base Birmingham. Also...
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ATOC Future Train

Anthony Smith, Passenger Focus chief executive will be speaking at the ATOC Future Train...
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Transport & Disabled People: realising independence and full...

Passenger Focus will be hosting a stall at the All-Party Parliamentary Disability Group (APPDG)...
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February 2013 Rail Professional: investment in stations

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European bus operator’s forum 2013

David Sidebottom, Passenger Focus passenger team director will be speaking at the European bus...
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NPS Spring 2010 and Autumn 2009 Sleeper Services Analysis

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March 2013 Transport Times: Chief Executive column

Anthony Smith writes about giving passengers a greater voice in franchising.
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Passenger Focus writes to regulator over East Coast disruption

Passenger Focus has written to the rail regulator and the government following the severe...
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Letter to Government and regulator on East Coast disruption

Passenger Focus has written to the rail regulator and the government following severe disruption on...
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February 2013 Transport Times: Chief Executive column

Anthony Smith writes about changes to franchising and the potential benefit to passengers.
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Comparison of international rail fares and ticketing report for ATOC and...

Passenger Focus and the Association of Train Operating Companies have commissioned some research...
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Passenger Focus calls on London Midland to step up its efforts to...

Passenger Focus is calling on London Midland to step up its efforts to compensate passengers for...
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Draft Passenger Focus work plan

Passenger Focus is the independent, official consumer watchdog for Britain’s rail passengers and...
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All Party Parliamentary Disability Group meeting

Passenger Focus was pleased to attend the All Party Disability Group meeting on 'transport and...
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Disabled Persons Transport Advisory Committee (DPTAC) consultation –...

Passenger Focus has responded to the Department for Transport’s second round of consultations on...
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National Station Improvement Programme: Phase Two report

The objective of this research was to understand, by making a before-and-after comparison, whether...
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February 2013 Rail Professional: Chief Executive column

Anthony Smith writes about franchising and rail fares.
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National Passenger Survey – NPS – Autumn 2012 – Detailed...

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Passenger Focus Board Meeting – London

There will be a Passenger Focus Board meeting held at St Bride Foundation, Bride Lane, Fleet...
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February 2013 Board meeting papers – Part E – Corporate affairs

Corporate matters for discussion and/or approval. Includes: Minutes of Audit Committee of 16...
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February 2013 Board meeting papers – Part D – Review of passenger...

Review of passenger and industry facing work for quarter three 2012-2013. Includes: Forthcoming Bus...
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February 2013 Board meeting papers – Part C – Review of national...

Review of national passenger issues for quarter three 2012-2013. Includes: franchising,...
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February 2013 Board meeting papers – Part B – Chief executives...

Chief executive's workplan report for the February 2013 Board meeting held in London....
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February 2013 Board meeting papers – Part A – November 2012...

Minutes of the Board meeting held on Wednesday 14 November 2012 in Manchester and current...
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February 2013 Board meeting – Agenda

Agenda for Passenger Focus Board meeting held on Wednesday 13 February 2013 in London.
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National Passenger Survey Autumn 2012 – NPS – Building block...

Summary results showing satisfaction for all building blocks for all main NPS factors.
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National Passenger Survey Autumn 2012 – NPS – Passenger...

NPS reports for all Passenger Transport Executives (PTEs) (exactly the same format as Train...
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National Passenger Survey – Autumn 2012 – NPS – Summary...

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National Passenger Survey Autumn 2012 – NPS – Train Operating...

Tables and graphs showing results for Train Operating Company - TOC (including comparisons with one...
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European Railway Agency consultation on revising the technical...

On 31 October 2012 the European Rail Agency (ERA) issued its consultation on proposed amendments to...
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DfT franchise announcement – Passenger Focus response

The government has today announced its plans for three rail franchises (Great Western, Essex...
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National Passenger Survey – Autumn 2012 – NPS – Main...

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...
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National Passenger Survey Autumn 2012 – NPS – questionnaires

Please note, the download is a ZIP file archive of the autumn 2012 NPS questionnaires (English and...
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Brown Review of franchising – Passenger Focus summary of key points

Richard Brown was commissioned by the Secretary of State to conduct a review of the rail...
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Future Franchising – What can we learn from London Overground and...

Anthony Smith Passenger Focus chief executive will be chairing the launch of Campaign for...
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British Transport Police strategy and financial plans 2013-18, policing...

Passenger Focus was invited by the British Transport Police (BTP) to comment on the BTP's strategy,...
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Smarter and Greener: The Future Direction of Local Transport Policy

Passenger Focus passenger team director David Sidebottom will be speaking at the next Public Policy...
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Brown review into franchising – Passenger Focus response

Today the Brown Review into franchising was published by the Department for...
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LGA Public Transport Consortium: Rail franchising – Where next?

Passenger Focus passenger issues manager Sharon Hedges will be speaking at the LGA Public Transport...
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Industry Strategic Business Plan – Passenger Focus response

Today Network Rail and train operators issued the industry strategic business plans - a response to...
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Bristol user group workshop

Passenger Focus will be holding a User group workshop at Brunel’s Old Station, Clock Tower Yard,...
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Passenger Voice – Winter 2012

The Winter 2012 edition of our newsletter, Passenger Voice, has been published. In this...
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Passenger Voice – Winter 2012

In this issue: Passenger views on the Northern and TransPennine rail franchises 55,000 rail...
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Passenger Focus Preferred Supplier List (PSL) – Frequently Asked...

Passenger Focus is establishing a preferred supplier list (PSL) which will provide a list of...
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Brown review of franchising – Passenger Focus response

Much of the debate about the future of rail franchises centres on structures and financing – now...
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Passenger views on the Northern and TransPennine rail franchises

Independent passenger watchdog Passenger Focus has today published its research into what...
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30,000 rail passengers have their say

Passengers from across Great Britain have given their views as part of the world’s biggest rail...
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Tables of randomly-selected sample ticket prices

These sample ticket prices are for illustration only. Please see the news item on 2013...
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Passenger Focus Board Meeting – London

There will be a Passenger Focus Board meeting held at One Drummond Gate, Pimlico, London...
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Final signed minutes – September 2012 Board meeting

Final signed minutes of the Board meeting held on 19 September 2012 in London.
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Telling passengers about disruption – Passenger Focus letter to the...

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Telling passengers about Christmas disruption – Passenger Focus...

Passenger Focus has asked the Office of Rail Regulation to investigate if Network Rail and train...
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Brown review of franchising – letter to Secretary of State

We wrote to Secretary of State for Transport, Patrick McLoughlin, following our submission to the...
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Tender for Passenger Focus research – Preferred Supplier List (PSL)

Passenger Focus is establishing a preferred supplier list (PSL) which will provide a list of...
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Passenger views of Northern and TransPennine rail franchises

Independent passenger watchdog Passenger Focus has today published its research into what...
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Passenger Focus Board Meeting – Manchester

There will be a Passenger Focus Board meeting held at Piccadilly Gate, Manchester on...
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Final signed minutes – May 2012 Board meeting

Final signed minutes of the Board meeting held on 16 May 2012 in Manchester.
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Final signed minutes – February 2012 Board meeting

Final signed minutes of the Board meeting held on 22 February 2012 in London.
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Final signed minutes – November 2011 Board meeting

Final signed minutes of the Board meeting held on 9 November 2011 in Manchester.
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Final signed minutes – September 2011 Board meeting

Final signed minutes of the Board meeting held on 14 September 2011 in London.
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Passenger watchdog urges rail travellers to check now to avoid fare rises...

Many passengers soon to renew their rail season tickets are again facing price rises that will, in...
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TransPennine Express results tables

This is a breakdown of the data, from research conducted by Passenger Focus within the TransPennine...
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Welsh transport inquiry

David Sidebottom, passenger team director will be giving evidence to the Enterprise and Business...
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South East Wales Transport Alliance (SEWTA)

David Beer, passenger executive will be attending the SEWTA rail working group, discussing future...
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National Assembly for Wales transport inquiry event

David Beer, passenger executive and Jordan Sargeant, passenger team executive, will be supporting...
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Passengers and rail franchise replacement – letter to Steve Gooding,...

This letter to Steve Gooding, director general of domestic transport, at the Department for...
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National Assembly for Wales Enterprise and Business Committee Inquiry into...

Passenger Focus has no remit for bus passenger representation within Wales, so this submission...
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The Future of Transport Overview

Our exploration of future trends and their potential impact on passenger expectations of travel,...
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Passenger Focus Board Meeting – Manchester

There will be a Passenger Focus Board meeting held at Piccadilly Gate, Manchester on...
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November 2012 Board meeting papers – Part E – Corporate affairs

Corporate matters for discussion and/or approval. Includes: Minutes of Audit Committee...
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November 2012 Board meeting papers – Part D – Review of passenger...

Review of passenger and industry facing work for quarter two 2012-2013. Includes: National...
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November 2012 Board meeting papers – Part C – Review of national...

Review of national passenger issues for quarter two 2012-2013. Includes: franchising, disruption...
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November 2012 Board meeting papers – Part A – September 2012...

Minutes of the Board meeting held on Wednesday 19 September 2012 in London and current Board...
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November 2012 Board meeting papers – Part B – Chief executives...

Chief executive's workplan report for the November 2012 Board meeting held in Manchester. Includes:...
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November 2012 Board meeting – Agenda

Agenda for Passenger Focus Board meeting held on Wednesday 14 November 2012 in Manchester.
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Presentation on accessible transport

Presentation by Mark Dyer of the Olympic Delivery Authority on Accessible Transport: the Olympic...
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Research presentation – experiences of disabled rail passengers

Each year Passenger Focus asks over 50,000 passengers how satisfied they are with the rail services...
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Experiences of disabled rail passengers

Each year Passenger Focus asks over 50,000 passengers how satisfied they are with the rail services...
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Passenger Voice – Autumn 2012

Articles in this issue include: • Update on rail franchises • Fares and ticketing • Go...
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Passenger Focus response to ORR consultation on transparency

As transparency is playing an increasingly important role in the delivery of government objectives...
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Passenger Focus response to the Office of Rail Regulation’s (ORR)...

Passenger Focus has responded to thye Office of Rail Regulation's (ORR) consultation on Network...
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West Coast franchise – Passenger Focus response

Anthony Smith, chief executive of Passenger Focus, said: “Passengers who use the West Coast are...
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DPTAC (Disabled Persons Transport Advisory Committee) consultation...

This is Passenger Focus's response to a Department for Transport consultation on the future of the...
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National train performance figures – Passenger Focus responds

Anthony Smith, Passenger Focus chief executive, said: "Passengers tell us that late trains can...
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Thameslink and South Eastern franchise research summaries published

Independent watchdog Passenger Focus has today published the research it used to inform its...
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Thameslink franchise – passenger research summary – September...

Ahead of the new Thameslink franchise, due to start in 2013, Passenger Focus commissioned research...
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South Eastern franchise – passenger research summary –...

Ahead of the refranchising of South Eastern in 2014, Passenger Focus commissioned research to...
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Rail passengers’ experiences and priorities during engineering works

Passenger Focus has carried out new qualitative and quantitative research into passengers’ views...
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National Passenger Survey results presentation

Robert Samson, Passenger Focus passenger manager will be presenting the National Passenger Survey...
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Travel 2020 conference and exhibition

Ian Wright, Passenger Focus head of research will be speaking at this year’s Travel 2020...
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Transport Roundtable Event

Jocelyn Pearson, Passenger Focus passenger issues manager will be participating in a roundtable...
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The InterCity East Coast franchise – a consultation response from...

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London Midland Stakeholder Conference

Linda McCord, Passenger Focus passenger manager, will be presenting the London Midland Stakeholder...
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The ‘Combined’ franchise – a consultation response from...

Passenger Focus believes that when the requirements of the combined franchise are established it is...
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The South Eastern franchise – a consultation response from Passenger...

Passenger Focus believes that when the requirements of the South Eastern franchise are established...
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September 2012 Board meeting papers – Part E – Corporate...

Corporate matters for discussion and/or approval. Includes: Minutes of Statistics Governance...
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September 2012 Board meeting papers – Part D – Review of passenger...

Review of passenger and industry facing work for quarter one 2012-2013. Includes: National...
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September 2012 Board meeting papers – Part C – Review of national...

Review of national passenger issues for quarter one 2012-2013. Includes: franchising, disruption...
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September 2012 Board meeting papers – Part B – Chief executives...

Chief executive's workplan report for the September 2012 Board meeting held in London. Includes:...
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September 2012 Board meeting papers – Part A – May 2012...

Minutes of the Board meeting held on Wednesday 16 May 2012 in Manchester and Board action matrix...
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September 2012 Board meeting – Agenda

Agenda for Passenger Focus Board meeting held on Wednesday 19 September 2012 in...
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Delivering quality within public transport

David Beer, passenger focus passenger executive, will be presenting at the Enerqi national...
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Sevenoaks Rail Travellers Association

Linda McCord, Passenger Focus passenger manager, will be presenting at Sevenoaks Rail Travellers...
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Southern Rail Stakeholder Forum

Linda McCord, Passenger Focus passenger manager, will be attending the Southern Rail Stakeholder...
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Rail Decentralisation – Passenger Focus response to the...

The consultation document asks a number of questions about the various models for decentralisation....
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West Coast franchise – Passenger Focus responds to the Government’s...

David Sidebottom, passenger director at Passenger Focus, said: “For the passengers making their...
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Transport and Evironment Forum

Anthony Smith, Passenger Focus chief executive will be speaking at Westminster Energy,...
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Single Equality Scheme and Action Plan 2012 – 2013

As part of the Equality Act, a new public sector equality duty came into force in April 2011. ...
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Intercity Express Programme (IEP) – Passenger Focus responds to the...

Anthony Smith, Passenger Focus chief executive, said: “Passengers will welcome the news that the...
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Sharing Best Practice Workshop – Yorkshire & North East meeting...

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Sharing Best Practice Workshop – Yorkshire & North East agenda

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Sharing Best Practice Workshop – Wales meeting notes

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Sharing Best Practice Workshop – Scotland agenda

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Sharing Best Practice Workshop – Wales slides

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Sharing Best Practice Workshop – Yorkshire & North East slides

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Sharing Best Practice Workshop – Wales Bus Users UK slides

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Sharing Best Practice Workshop – Scotland meeting notes

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Sharing Best Practice Workshop – Wales agenda

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Sharing Best Practice Workshop – North West meeting notes

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Sharing Best Practice Workshop – Scotland meeting slides

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Examining the links between Customer Satisfaction and Performance East...

Evidence from a wide range of research, including that of Passenger Focus, has highlighted that...
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East Coast Consultation meeting – Leeds

Dan Taylor, Passenger Focus Policy and research adviser will be attending the East Coast...
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East Coast Consultation meeting – London

Barbara Saunders, Passenger Focus Board member, Sharon Hedges, Passenger Focus Passenger issues...
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East Coast Consultation meeting

Jim Gallacher, Passenger Focus Board member and Robert Samson, Passenger Focus Passenger manager...
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Consultation event for the Thameslink, Southern, Great Northern and...

Sharon Hedges, Passenger Focus Passenger issues manager and Laura Mason, Passenger Focus Research...
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Passenger Focus responds to the Government’s rail investment announcement

Anthony Smith, Passenger Focus chief executive, said: “Passengers will welcome the scale and...
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What passengers want from the East Coast rail franchise – an initial...

Passenger Focus has today published its initial submission on what passengers want from the East...
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Great Western franchise – passenger research summary – July...

Ahead of the new Great Western franchise, due to start in 2013, Passenger Focus commissioned a...
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Welsh Government/Department for Transport Cross-border Rail Forum

David Beer is attending the Welsh Government/Department for Transport (DfT) Cross-border Rail Forum...
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Passenger Focus Annual Report and Accounts 2011-2012

Passenger Focus (the operating name of the Passengers' Council) Annual Report and and Accounts...
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Passenger Focus responds to the publication of rail performance data

Passenger Focus, the independent watchdog, today welcomed the publication of information showing...
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European Transport Conference

Ian Wright, Passenger Focus's head of research, will be speaking at the European Transport...
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10th Annual Transport Practitioners’ Meeting

Ian Wright, Passenger Focus's head of research will be speaking at the 10th Annual Transport...
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Passenger Focus response to the Government’s rail fares and ticketing...

This report provides our response to the Government’s consultation; summarises our research and...
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I don’t want to be your friend, just tell me when I’m going to get...

Passenger Focus has today released research into how passengers want to be communicated with via...
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National Passenger Survey Spring 2012 – Pre-release access list –...

This document lists who was given pre-release access to the National Passenger Survey (NPS) results...
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National Passenger Survey Spring 2012 – 24 hour pre-release access...

This lists who was given pre-release access 24 hours in advance of publication in order to comment...
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Short and Tweet. How passengers want social media during disruption

Passenger Focus has researched rail passengers’ experiences of and needs from social media such...
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Value for money? Mixed feelings from Britain’s rail passengers

Satisfaction with Britain’s railways holds up at 83% of passengers satisfied overall with their...
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National Passenger Survey Spring 2012 – User Guidance Report –...

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National Passenger Survey Spring 2012 – Detailed Technical Survey...

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National Passenger Survey Spring 2012 – NPS – Main Report

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...
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National Passenger Survey Spring 2012 – NPS –...

Summary national trend charts for all main factors, trend charts by age/journey purpose &...
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National Passenger Survey Spring 2012 – Multivariate report

Multivariate analysis showing drivers of satisfaction and dissatisfaction nationally, by sector and...
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National Passenger Survey Spring 2012 – NPS – Building block...

Summary results showing satisfaction for all building blocks for all main NPS factors.
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National Passenger Survey Spring 2012 – NPS – Train Operating...

Tables and graphs showing results for Train Operating Company - TOC (including comparisons with one...
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National Passenger Survey Spring 2012 – NPS – Passenger...

NPS reports for all Passenger Transport Executives (PTEs) (exactly the same format as Train...
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National Passenger Survey Spring 2012 – NPS – Questionnaire

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National Passenger Survey Spring 2012 – NPS – Station Managers...

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National Passenger Survey Spring 2012 – NPS – Summary report

Summary tables for all train operating companies (TOCs) (including comparison with one year...
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What passengers want from the East Coast rail franchise – An initial...

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Passenger Focus response to the Scottish Government’s announcement on...

Anthony Smith, Passenger Focus chief executive, said: "Passengers will welcome the promise of...
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Railway Industry Innovation Awards

David Beer, Passenger Executive, will be attending the Railway Industry Innovation Awards at the...
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Southeastern franchise stated preference report – May 2012

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Thameslink franchise Excel summary – May 2012

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Thameslink franchise stated preference report – May 2012

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Southeastern franchise Excel summary – May 2012

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Please let us know what you think of the new website

We are working hard to ensure we communicate with all our stakeholders - please visit our forum and...
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Check out why our CEO is less than impressed with some ticket vending...

Anthony Smith, Passenger Focus chief executive writes a regular blog on our work and his...
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Our quarterly newsletter – Passenger Voice

Passenger Voice is our quarterly newsletter which highlights some of our work on behalf of...
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National Passenger Survey Train Company Reports

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Passenger Focus response to the Office of Rail Regulation’s (ORR) report...

In response to the Office of Rail Regulation’s (ORR) report on ticketing, David Sidebottom,...
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Passenger Focus Thameslink Franchise 2013 initial submission

Passenger Focus has today published its initial submission and recommendations to Government for...
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Wales: Sharing Best Practise Event

Seventh of eight regional events. This event will be held at the Park Inn, Cardiff, to discuss our...
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Transport Co-ordinating Officers Annual Conference

David Sidebottom, Passenger Focus, Passenger team director will be presenting at the...
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Welsh Affairs Committee

David sidebotton, Passenger Focus, passenger team director will be providing evidence to the Welsh...
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London Rail Conference 2012

David Sidebottom, Passenger Focus, passenger team director will be presenting at the London Rail...
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Scotland:Sharing Best Practise Event

Final one of eight regional events. This event will be held at the Best Western Queens Hotel,...
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Wiltshire Transport Alliance Meeting

Linda McCord, Passenger Focus, passenger manager will be presenting at Wiltshire Transport Alliance...
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Linda McCord chairing Southeastern train’s stakeholder forum

Linda McCord, Passenger Focus, Passenger Manager will be chairing the Southeastern Train's...
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Thameslink franchise 2013 onwards: an initial submission from Passenger...

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Untitled1

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Passenger Focus responds to ORR demands for better performance from...

Anthony Smith, Passenger Focus chief executive, said:“We know from our research that getting...
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Thameslink consortium meeting with franchise bidders

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The Essex Thameside franchise: A consultation response from Passenger...

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Ticket to ride? – summary report – May 2012

It is right and proper that passengers buy a ticket. Passenger Focus has never had a problem with...
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Ticket to ride? – full report – May 2012

It is right and proper that passengers buy a ticket. Passenger Focus has never had a problem with...
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Passenger Voice – Spring 2012

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May 2012 Board meeting papers – Part A – February 2012 minutes...

Minutes of the Board meeting held on Wednesday 22 February 2012 in London and Board action matrix...
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May 2012 Board meeting papers – Part E – Corporate affairs

Corporate matters for discussion and/or approval. Includes: Minutes of Remuneration Committee of...
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May 2012 Board meeting papers – Part C – National passenger...

Review of national passenger issues for quarter four 2011-2012. Includes: franchising, disruption...
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May 2012 Board meeting papers – Part B – Workplan report

Chief executive's workplan report for the May 2012 Board meeting held in Manchester. Includes:...
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May 2012 Board meeting papers – Part D – Passenger and...

Review of passenger and industry facing work for quarter four 2011-2012. Includes: train operating...
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May 2012 Board meeting – Agenda

Agenda for Board meeting held on Wednesday 16 May 2012 in Manchester.
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Youth Select Committee research presentation

This is an overview of Passeger Focus's bus and rail research findings which relate to young...
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Dates for National Rail Conference

Anthony Smith, Passenger Focus chief executive, will be chairing this year's National Rail...
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Is busiest best?

Taking account of the number of passengers who use particular stations Passenger Focus has used its...
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Reforming Our Railways: Putting the Customer First – April 2012

In March 2012 the Department for Transport published the above named Command Paper.It sets out the...
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Fares and Ticketing Review – Summary – April 2012

In March 2012 the Department for Transport launched a review of rail fares and ticketing. This...
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National Passenger Survey results documents – Individual TOC’s

Each of the documents below contains passenger ratings of their journey for each individual...
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National Passenger Survey release dates

The National Passenger Survey (NPS) is published twice a year. The Autumn 2011 NPS results...
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National Passenger Survey review documents

Roberts-Miller Associates were appointed by Passenger Focus to undertake a review of the...
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National Passenger Survey supporting documents

Detailed technical survey overview documents explaining the methodology and processes behind the...
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National Passenger Survey Reportal

We consult 50,000 passengers a year to produce the National Passenger Survey (NPS) - a network-wide...
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National Passenger Survey results documents

Each results document contains passenger ratings of their journey for each individual Train...
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The Great Western Franchise consultation response from Passenger Focus

Passenger Focus welcomes the opportunity to provide a rail passengers’ perspective as the...
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Passenger Focus work plan 2012-2013

Passenger Focus has a number of longer-term aspirations. This work plan represents the first step...
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Work Plan 2012-2013

Passenger Focus has a number of longer-term aspirations. This work plan represents the first step...
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Passenger Focus assessment of online information provided to rail...

Passenger Focus has examined the quality of online information provided to passengers during and in...
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Passenger Focus response to ORR regulating passenger franchisees in...

A greater role for ORR regulating passenger franchisees in England & Wales Passenger Focus...
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Passenger Focus response to the industry briefing on the proposed alliance...

Industry Briefing on the proposed alliance between Network Rail and South West Trains
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Passenger Focus’s Guide to Passenger Panels

Passenger Focus is an independent public body set up to act as passenger watchdog: protecting the...
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Great Western research – Department for Transport presentation Feb 12

Passenger Focus presentation to Department for Transport showing demographics and satisfaction in...
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National Passenger Survey Autumn 2011 detailed technical survey overview

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Passenger Focus response to Transport Scotland consultation ‘Rail...

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National Passenger Survey Autumn 2011 – Questionnaire

The National Passenger Survey Autumn 2010 questionnaire.
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National Passenger Survey Autumn 2011 – Questionnaire (new questions...

The National Passenger Survey Autumn 2011 questionnaire. New questions have been highlighted within...
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National Passenger Survey Autumn 2011 – Questionnaire – Welsh...

Welsh translation of NPS questionnaire
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National Passenger Survey Spring 2011 – Questionnaire

The National Passenger Survey Spring 2011 questionnaire.
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National Passenger Survey Spring 2011 – Questionnaire – Welsh...

Welsh translation of NPS questionnaire
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Great Western research – Bristol commuter routes

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...
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Great Western research – passenger stated preference

Great Western stated preference passenger research.
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Great Western research – branch lines

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...
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Great Western research – ports – CDF (inter-regional)

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...
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Great Western research – Hereford-Oxford-Reading (regional) route

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...
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Great Western research – all five routes

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...
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Great Western research – long distance routes

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...
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Essex Thameside franchise: a further submission from Passenger Focus

This report details the additional information Passenger Focus has submitted to the Government...
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Great Western Franchise excel summary report

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...
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Hidden in Plain Sight – Response to the Equality and Human Rights...

The Equality and Human Rights Commission carried out an inquiry into disability-related...
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Great Western franchise: Preliminary findings from passenger...

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Passenger Focus response to Virgin Trains proposal to change the opening...

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National Passenger Survey Autumn 2011 – Grand Central

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National Passenger Survey Autumn 2011 – ScotRail

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National Passenger Survey Autumn 2011 – National Express East Anglia

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National Passenger Survey Autumn 2011 – Southern

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National Passenger Survey Autumn 2011- South West Trains

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National Passenger Survey Autumn 2011 – Virgin Trains

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National Passenger Survey Autumn 2011 – Chiltern Railways

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National Passenger Survey Autumn 2011 – First Capital Connect

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National Passenger Survey Autumn 2011 – c2c

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National Passenger Survey Autumn 2011 – Arriva Trains Wales

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National Passenger Survey Autumn 2011- First Hull Trains

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National Passenger Survey Autumn 2011 – East Midlands Trains

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National Passenger Survey Autumn 2011 – London Midland

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National Passenger Survey Autumn 2011 – Southeastern

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National Passenger Survey Autumn 2011 – Northern Rail

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National Passenger Survey Autumn 2011 – First TransPennine Express

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National Passenger Survey Autumn 2011 – First Great Western

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National Passenger Survey Autumn 2011 – London Overground

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National Passenger Survey Autumn 2011 – Merseyrail

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National Passenger Survey Autumn 2011 – Heathrow Connect

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National Passenger Survey Autumn 2011 – Strathclyde PTE

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National Passenger Survey Autumn 2011 Summary report

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National Passenger Survey Autumn 2011 – CrossCountry

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National Passenger Survey Autumn 2011 – East Coast

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National Passenger Survey Autumn 2011 – Heathrow Express

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National Passenger Survey Autumn 2011 – South Yorkshire

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National Passenger Survey Autumn 2011 – Merseytravel

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Sharing Best Practice Workshop – South West England Slides

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Sharing Best Practice Workshop – Midlands Agenda

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National Passenger Survey Autumn 2011 – Multivariate report

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Sharing Best Practice Workshop – East of England Notes

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Sharing Best Practice Workshop – London and South East Slides

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National Passenger Survey Autumn 2011 – West Yorkshire PTE

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Sharing Best Practice Workshop – North West England Slides

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Sharing Best Practice Workshop – South West England Slides

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National Passenger Survey Autumn 2011 – Best in Class Report

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Sharing Best Practice Workshop – East of England Slides

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National Passenger Survey Autumn 2011 – Consultees report

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Sharing Best Practice Workshop – North West Agenda

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National Passenger Survey Autumn 2011 – SEWTA

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Sharing Best Practice Workshop – East of England Agenda

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National Passenger Survey Autumn 2011 – Centro

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National Passenger Survey Autumn 2011 – GMPTE

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Sharing Best Practice Workshop – Midlands Notes

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National Passenger Survey Autumn 2011 train company route data

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National Passenger Survey Autumn 2011 – Nexus

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Sharing Best Practice Workshop – London and South East Agenda

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Sharing Best Practice Workshop – Midlands Slides

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Sharing Best Practice Workshop – South West England Notes

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Sharing Best Practice Workshop – South West Agenda

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Sharing Best Practice Workshop – London and South East Notes

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Official statistics – NPS – Pre-release access lists –...

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Official statistics – NPS – Pre-release access lists –...

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National Passenger Survey Autumn 2011 Main Report

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...
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Future priorities for the West Coast Main Line

If a major new rail line, such as HS2, is built between London and Birmingham this should free up...
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Passenger Focus response – British Transport police: 2012/13 Budgets...

Thank you for your letter, dated 23 December 2011, providing Passenger Focus with an opportunity to...
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British Transport police: 2012/13 Budget and draft policing plan

I am very pleased to inform you of the Authority's decision to set the overall PSA charge for the...
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Passenger Focus response – Proposal to change Tunbridge Wells &...

The electronic National Rail Timetable (eNRT) #206 and Southeastern’s ‘Mainline 5’ timetables...
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January 2012 fare examples

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The Great Western franchise 2013 onwards: an initial submission from...

Revised franchise policy indicates the Government intends to let longer franchises where possible...
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Passenger Focus response to Government’s Red Tape Challenge

General comments: Passenger Focus recognises the drive towards increasing efficiency. Inefficiency...
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National Rail Enquiries research report

Passenger Focus recently undertook research looking at the accuracy of journey information provided...
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Passenger Focus response to ORRs consultation on competition

Dear Mr Quill The potential for increased on-rail competition Thank you for the opportunity to...
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Passenger Focus response to the rail industry’s Initial Industry...

This document provides Passenger Focus’s response to the rail industry’s Initial Industry Plan...
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Passenger Focus response to the rail industry’s Initial Industry...

This document provides Passenger Focus’s response to the rail industry’s Initial Industry Plan...
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Slow train coming..? Transparent data from the passenger perspective

Passenger Focus made the scene-setting presentation on the transparency of rail data at a recent...
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Improving Euston Station

Passenger Focus, working in partnership with London Midland, London Overground, Network Rail, and...
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National Passenger Survey Spring 2011 – South Yorkshire

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National Passenger Survey Spring 2011 – West Yorkshire PTE

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National Passenger Survey Spring 2011 – Strathclyde PTE

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National Passenger Survey Spring 2011 Summary report

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National Passenger Survey Spring 2011 – GMPTE

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National Passenger Survey Spring 2011 – Nexus

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National Passenger Survey Spring 2011 – Centro

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Board members’ expense claims – July – September 2011

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National Passenger Survey Spring 2011 – SEWTA

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National Passenger Survey Spring 2011 – Merseytravel

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InterCity West Coast rail franchise – a summary of Passenger Focus...

The InterCity West Coast franchise – currently operated by Virgin Trains – is to be...
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National Passenger Survey Spring 2011 – Best in Class Report

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National Passenger Survey Spring 2011 – Multivariate report

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National Passenger Survey Spring 2011 train company route data

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December 2010 National Passenger Survey review

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National Passenger Survey Spring 2011 – Consultees report

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Letter to East Midlands trains objecting to ticket office changes –...

East Midlands Trains has proposed to reduce the opening hours of the booking office at Melton...
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National Passenger Survey Spring 2011 – London Midland

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National Passenger Survey Spring 2011 – East Midlands Trains

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National Passenger Survey Spring 2011 – Northern Rail

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National Passenger Survey Spring 2011 – Southern

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National Passenger Survey Spring 2011 – c2c

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National Passenger Survey Spring 2011 – First TransPennine Express

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National Passenger Survey Spring 2011 – First Great Western

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National Passenger Survey Spring 2011 – ScotRail

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National Passenger Survey Spring 2011 – London Overground

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National Passenger Survey Spring 2011 – East Coast

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National Passenger Survey Spring 2011 – Arriva Trains Wales

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National Passenger Survey Spring 2011 – First Capital Connect

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National Passenger Survey Spring 2011- South West Trains

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National Passenger Survey Spring 2011 – CrossCountry

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National Passenger Survey Spring 2011 – Chiltern Railways

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National Passenger Survey Spring 2011 – Heathrow Connect

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National Passenger Survey Spring 2011 – Virgin Trains

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National Passenger Survey Spring 2011 – National Express East Anglia

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National Passenger Survey Spring 2011 – Merseyrail

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National Passenger Survey Spring 2011 – Heathrow Express

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National Passenger Survey Spring 2011- First Hull Trains

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National Passenger Survey Spring 2011 – Southeastern

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Information: Rail passengers’ needs during unplanned disruption

The National Passenger Survey shows that almost one quarter of passengers rate the way train...
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National Passenger Survey Spring 2011 detailed technical survey overview

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West Midlands and Chiltern Route Utilisation Strategy (RUS) Research...

In September 2010, Passenger Focus surveyed over 2700 train passengers travelling within the West...
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The challenge of getting to the station – passenger experiences

Both the National Passenger Survey and the last National Travel Survey tell us that most passengers...
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Passenger Focus responds to SWT’s proposal to reduce ticket-office...

Passenger Focus appreciates that it is necessary from time to time to review staffing at stations,...
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Adroddiad a Chyfrifon Blynyddol – Annual Report and Accounts 2011 in...

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Ticket Retailing Website Usability

This report sets out the findings of Passenger Focus’s research into how easy it is for...
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Annual Report and Accounts 2011

Annual Report and Accounts 2010-11 Presented to Parliament
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The Rail Value for Money Study. A Passenger Perspective: Comments by...

Passenger Focus believes it is essential that the ‘post-McNulty’ debate does not get lost in a...
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National Passenger Survey Spring 2011 Main Report

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...
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Train Operator Compensation Schemes – Report of Findings –...

FirstGroup approached Passenger Focus and London TravelWatch in 2010 to ask if they were interested...
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Evidence to the Transport Committee inquiry on High Speed Rail

Passenger Focus welcomes the opportunity to respond to the Committee’s inquiry into High Speed...
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Putting rail information in the public domain

ORR and Passenger Focus support the Government’s policy of making more information available on...
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Board members’ expense claims – May 2011

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Reading Station engineering works – what passengers want

Passenger numbers at Reading Station are forecast to double by 2030. Therefore over the next six...
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InterCity West Coast Passenger Priorities Questionnaire

Between 23 and 31 January 2011 Passenger Focus handed out this questionnaire to passengers making...
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InterCity West Coast franchise Excel tables

Between the 23 and 31 January 2011 Passenger Focus spoke to 4503 passengers making rail journeys...
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InterCity West Coast Mainline Franchise Stated preference

Between the 23 and 31 January 2011 Passenger Focus spoke to 4503 passengers making rail journeys...
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Letter from London Midland on proposed changes to Schedule 17 of the...

The basis for any proposal to change ticket office opening hours must be that usage has changed...
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London Midland’s proposed changes to Schedule 17 of the Ticketing...

Letter to Richard Brooks Head of Station Staffing Projects London Midland
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Cutting costs shouldn’t mean cutting corners for passengers

Our research continually emphasises the importance of the core product: Value for...
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Board members’ expense claims – April 2011

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What passengers want from the InterCity West Coast rail franchise –...

This document contains the detailed research findings which informed the Passenger Focus submission...
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What passengers want from the InterCity West Coast rail franchise –...

This document contains the detailed research findings which informed the Passenger Focus submission...
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What passengers want from the InterCity West Coast rail franchise –...

This document, published in April 2011, sets out Passenger Focus’s advice to Government on what...
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Passenger Voice Rail Spring 2011 West Midlands

In this issue: Look to future rail – West Coast rail deal – Passengers count delays
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Passenger Voice Rail Spring 2011 London

In this issue: Priorities for 2011 – c2c rail deal welcomed – Plans on the table
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Passenger Voice Rail Spring 2011 East of England

In this issue: Timetable brings more seats – May 2011 East Coast timetable proposals
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Passenger Voice Rail Spring 2011 South East

In this issue: Performance under scrutiny – Concerns about information quality
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Passenger Voice Rail Spring 2011 Wales

In this issue: Call for improved service for disabled – Future rail must meet passenger needs
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Passenger Voice Rail Spring 2011 Great Britain

In this issue: Helping disabled passengers – More trains down the track – West Coast rail...
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Passenger Voice Rail Spring 2011 East Midlands

In this issue: May 2011 timetable – Helping passengers with complaints – Commuters speak out
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Passenger Voice Rail Spring 2011 York and Humber

In this issue: Passengers count delays – May 2011 East Coast timetable proposals
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Passenger Voice Rail Spring 2011 South West

In this issue: Passengers count delay – Passengers’ pleas for extra services pays off – News...
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Passenger Voice Rail Spring 2011 North East

In this issue: May 2011 East Coast timetable proposals – Passengers count delays – A whopping...
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Passenger Voice Rail Spring 2011 North West

In this issue: Capacity a major issue – Commuter chaos – Passenger Focus responds to ORR
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Passenger Voice Rail Spring 2011 Scotland

In this issue: Weather causes delays – Renton named Best Adopted Station 2010
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Allowances and expenses

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Passengers’ comments on London Midland ticket office opening-hours

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Letter to London Midland Schedule 17

Proposed changes to schedule 17 of the Ticketing and Settlement agreement
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Passenger Focus’s response to Network Rail’s West Coast Main...

The numbers of people travelling by rail are increasing. Performance on the railways is steadily...
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Board members’ expense claims

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Rail passengers’ experiences during the snow

Many of the problems identified in ‘Delays and disruption: rail passengers have their say’ were...
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Passenger Focus’s response to Network Rail’s London and South East...

Passenger Focus supports the broad objectives behind the Route Utilisation Strategy (RUS) process,...
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Passenger Focus statement of compliance with the Code of Practice for...

This statement sets out Passenger Focus’s operational arrangements for compliance with the Code...
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National Passenger Survey Autumn 2010 – Strathclyde PTE

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National Passenger Survey Autumn 2010 – SEWTA

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National Passenger Survey Autumn 2010 – South Yorkshire

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National Passenger Survey Autumn 2010 – West Yorkshire PTE

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National Passenger Survey Autumn 2010 – Centro

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National Passenger Survey Autumn 2010 – Nexus

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National Passenger Survey Autumn 2010 – GMPTE

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National Passenger Survey Autumn 2010 – Merseytravel

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What do passengers want at stations? presentation by Anthony Smith,...

This presentation was given by Passenger Focus chief executive, Anthony Smith, at the 10th Annual...
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National Passenger Survey Autumn 2010 Summary report

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National Passenger Survey Autumn 2010 detailed technical survey overview

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Board members’ expense claims

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The passenger experience of unstaffed stations

Stations are the gateways to the rail network and an essential element of passengers’ overall...
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Profiad teithwyr mewn gorsafoedd heb staff

Gorsafoedd yw'r pyrth i'r rhwydwaith rheilffyrdd ac maent yn elfen hanfodol o brofiad cyffredinol...
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National Passenger Survey stakeholder board

The board noted the changes to the Autumn 2010 report of the National Passenger Survey Individual...
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Examining the Relationship between customer satisfaction and performance ...

This report is an additional set of analysis conducted following the delivery of two reports that...
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Examining the links between train performance measures and customer...

This study investigated the nature of the relationship between train performance and the National...
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Relationship between customer satisfaction and performance –...

CDL undertook a study on behalf of Passenger Focus in 2009 to examine the links between train...
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Relationship between customer satisfaction and performance –...

This report provides the results of a study examining the links between train performance and NPS...
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National Passenger Survey Autumn 2010 – tables by each factor

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National Passenger Survey Autumn 2010 – Multivariate report

Drivers of satisfaction and dissatisfaction shown on the following tabs denote which of the 31...
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National Passenger Survey Autumn 2010 train company route data

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Improving punctuality for passengers

Punctuality is of key importance for rail passengers and the main influence on overall journey...
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Passenger Focus response to Network Rails West Midlands and Chilterns...

Passenger Focus’s response to this consultation is informed by liaison with stakeholders and user...
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How passengers spend their time on the train – National Passenger...

How passengers spend their time on the train
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National Passenger Survey Autumn 2010 – c2c

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National Passenger Survey Autumn 2010 – First TransPennine Express

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National Rail Passenger Survey Autumn 2010 questionnaire

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National Passenger Survey Autumn 2010 – Chiltern Railways

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National Passenger Survey Autumn 2010 – CrossCountry

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National Passenger Survey Autumn 2010 – First Hull Trains

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National Rail Passenger Survey Autumn 2010 questionnaire (with highlighted...

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National Passenger Survey Autumn 2010 – Heathrow Connect

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National Passenger Survey Autumn 2010 Main Report

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...
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National Passenger Survey Autumn 2010 – Heathrow Express

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National Passenger Survey Autumn 2010 – ScotRail

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National Passenger Survey Autumn 2010 – South West Trains

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National Passenger Survey Autumn 2010 – National Express East Anglia

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National Rail Passenger Survey Autumn 2010 questionnaire (Welsh...

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National Passenger Survey Autumn 2010 – Southern

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National Passenger Survey Autumn 2010 – Southeastern

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National Passenger Survey Autumn 2010 – Northern Rail

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National Passenger Survey Autumn 2010 – Consultees report

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National Passenger Survey Autumn 2010 – First Capital Connect

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National Passenger Survey Autumn 2010 – London Overground

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National Passenger Survey Autumn 2010 – Virgin Trains

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National Passenger Survey Autumn 2010 – East Coast

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National Passenger Survey Autumn 2010 – Merseyrail

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National Passenger Survey Autumn 2010 – Arriva Trains Wales

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National Passenger Survey Autumn 2010 – Wrexham and Shropshire

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National Passenger Survey Autumn 2010 – First Great Western

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National Passenger Survey Autumn 2010 – East Midlands Trains

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National Passenger Survey Autumn 2010 – Grand Central

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National Passenger Survey Autumn 2010 – London Midland

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Passenger Focus’s response to Network Rail’s Northern Route...

The number of people travelling by rail continues to increase. Passenger journeys within the three...
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Board members’ expense claims

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Passenger Focus’s response to Network Rail’s Scotland Route...

The number of people travelling by rail is increasing, with over 76 million passenger journeys on...
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Track access rights on the West Coast Main Line

We note that the following WCML access applications have been made: Department for Transport...
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Passenger Focus summary of allowances and expenses October –...

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Assisted Passenger Reservation System

In 2008 we published the results of our survey on the efficiency of assistance for disabled...
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Exception circumstances list 2011

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Some passengers to face higher than ‘average’ fare rises

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January 2011 fare examples – non-season tickets

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January 2011 fare examples – Season tickets

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Passenger needs during Birmingham New Street redevelopment

Birmingham New Street station is used by 25 million1 passengers annually. This is more than twice...
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Passenger Voice Rail Autumn/Winter 2010 North East

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Passenger Voice Rail Autumn/Winter 2010 Yorkshire and the Humber

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Passenger Voice Rail Autumn/Winter 2010 Scotland

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Passenger Voice Rail Autumn/Winter 2010 London

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Passenger Voice Rail Autumn/Winter 2010 North West

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Passenger Voice Rail Autumn/Winter 2010 South East

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Passenger Voice Rail Autumn/Winter 2010 Wales

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Passenger Voice Rail Autumn/Winter 2010 Great Britain

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Passenger Voice Rail Autumn/Winter 2010 East Midlands

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Passenger Voice Rail Autumn/Winter 2010 South West

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Passenger Voice Rail Autumn/Winter 2010 East of England

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Passenger Voice Rail Autumn/Winter 2010 West Midlands

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Passenger Focus review of passenger information during snow disruption

Headline Findings 1. The National Rail Enquiries (NRE) website appears to have coped well with...
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Making a difference for all passengers

As the independent passenger watchdog, Passenger Focus’s job is to make a difference. Passenger...
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Quality Guidelines Statement

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Delays and disruption – Rail passengers have their say

Our previous research has shown a high level of dissatisfaction with handling of disruption. We...
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Review of the checking process at Continental Research – Summer 2008

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Audit of NPS – Classification as Official Statistics – Winter 2009-10

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Research Review of the NPS – Winter 2005/2006

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Audit of the operations of the NPS contract – Autumn 2008

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Review of NPS weighting – Early 2008

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Passenger Voice Rail Autumn/Winter 2010 South West

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Luton Station – What passengers want

Working in partnership, Passenger Focus and London TravelWatch have been liaising closely with...
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NPS User Guidance Report

Passenger Focus (and before it OPRAF and the Strategic Rail Authority) set up the...
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Register of outside interests for Board members and senior staff –...

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NPS – Detailed technical survey overview

Passenger Focus (and before it OPRAF and the Strategic Rail Authority) set up the National...
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Clapham Junction – What passengers want

Working in partnership, Passenger Focus and London TravelWatch have been liaising closely with...
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Barking Station – What passengers want full research report

Passenger Focus is the independent passenger watchdog, set up by the government to get the...
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Barking Station – What passengers want

Working in partnership, Passenger Focus and London TravelWatch have been liaising closely with...
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Luton Station – What passengers want full research report

Passenger Focus is the independent passenger watchdog, set up by the government to get the...
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Clapham Junction – What passengers want full research report

Passenger Focus is the independent passenger watchdog, set up by the government to get the...
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Passenger Focussed Franchising

Passengers do not exist in a vacuum. They know that tough decisions on public spending are being...
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Parking at the station

The passenger satisfaction research took place at 15 stations in the East Midlands region and on...
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Parking at the station – research appendices

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Passenger Adviser Job Advert

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Passenger Adviser Job Description

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Ticket gates at the station

Passenger Focus works to make a difference for Great Britain’s rail passengers and bus, coach and...
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Rail value for money study: Submission from Passenger Focus

Passenger Focus is the independent consumer body representing the interests of rail passengers in...
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Passenger Focus – Making a difference for all passengers

More than 120,000 passengers told Passenger Focus what they think of their services over the past...
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Passengers’ priorities for improvements in rail services

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
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South West passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
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North West passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
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South East passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
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North East passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
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East Midlands passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
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London passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
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Yorkshire and The Humber passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
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Passenger priorities Wales 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
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Passenger priorities Scotland 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
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West Midlands passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
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East of England passenger priorities 2010

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
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Passenger Focus letter to Robin Gisby on Integrated Train Planning System

Thank you for copying me into your correspondence with Michael Lee regarding the Integrated Train...
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Chiltern Railway Train Toilets – Survey of Passenger Opinion

Passenger Focus's National Passenger Survey shows generally there is a lower satisfaction with...
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Passenger Voice Rail East of England Summer 2010

Passengers travelling on trains in the East of England have rated the region’s railway as part of...
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Passenger Voice Rail Scotland Summer 2010

The way train operating companies (TOCs) handle disruption consistently falls short of...
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Passenger Voice Rail North East Summer 2010

The way train operating companies (TOCs) handle disruption consistently falls short of...
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Passenger Voice Rail London Summer 2010

Passenger satisfaction scores for value for money on rail services travelling into London and...
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Passenger Voice Rail South West Summer 2010

Passengers travelling in the South West have rated the region?s services as part of the independent...
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Passenger Voice Rail West Midlands Summer 2010

The way train operating companies (TOCs) handle disruption consistently falls short for passengers.
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Passenger Voice Rail Wales Summer 2010

The way train operating companies (TOCs) handle disruption consistently falls short of...
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Passenger Voice Rail Great Britain – Accessible version

The largest survey of Britain?s rail passengers has revealed value for money satisfaction scores...
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Passenger Voice Rail Yorkshire and The Humber Summer 2010

The way train operating companies (TOCs) handle disruption consistently falls short of...
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Passenger Voice Rail South East Summer 2010

Passenger satisfaction scores for value for money on rail services travelling into London and...
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Passenger Voice Rail Great Britain Summer 2010

The largest survey of Britain?s rail passengers has revealed value for money satisfaction scores...
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Passenger Voice Rail North West Summer 2010

The way train operating companies (TOCs) handle disruption consistently falls short of...
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Passenger Voice Rail East Midlands Summer 2010

The way train operating companies (TOCs) handle disruption consistently falls short of...
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Ticket Vending Machine Usability – Qualitative Research

The latest results from the National Passenger Survey (NPS), undertaken by Passenger Focus, show...
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Still waiting for a ticket? Ticket queuing times at large regional rail...

Train companies are investing heavily in installing ticket machines at stations, many tickets can...
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Board meeting minutes – 12 May 2010

Minutes from the May 2010 Passenger Focus Board meeting.
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Board meeting minutes – 16 June 2010

Minutes from the June 2010 Passenger Focus Board meeting.
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Board meeting agenda – 14 July 2010

The agenda for the Passenger Focus Board meeting on Wednesday 14 July 2010.
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Passenger Focus Annual Report and Accounts 2009-10

Passenger Focus is the independent consumer watchdog for Britain?s rail passengers and England?s...
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Passenger Focus response to DfT Intercity East Coast rail franchise...

This document provides Passenger Focus?s response to the Department for Transport?s (DfT)...
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Register of outside interests for Board members and senior staff –...

A register of outside interests for Board members and senior staff.
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Senior Passenger Adviser – Job description

Information regarding a 'Senior Passenger Adviser' job vacancy at Passenger Focus.
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Senior Passenger Adviser – Job advertisement

Information regarding a 'Senior Passenger Adviser' job vacancy at Passenger Focus.
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NPS Spring 2010 – TOC report – East Coast

A National Passenger Survey Spring 2010 train operating company report for East Coast.
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NPS Spring 2010 – TOC report – Arriva Trains Wales

A National Passenger Survey Spring 2010 train operating company report for Arriva Trains Wales.
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National Passenger Survey Spring 2010 – Questionnaire – Welsh...

Welsh translation of the Spring 2010 National Passenger Survey questionnaire.
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NPS Spring 2010 – TOC report – London Overground

A National Passenger Survey Spring 2010 train operating company report for London Overground.
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NPS Spring 2010 – TOC report – London Midland

A National Passenger Survey Spring 2010 train operating company report for London Midland.
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NPS Spring 2010 – TOC report – Merseyrail

A National Passenger Survey Spring 2010 train operating company report for Merseyrail.
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National Passenger Survey Spring 2010 – Questionnaire (new questions...

The National Passenger Survey Spring 2010 questionnaire. New questions have been highlighted within...
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NPS Spring 2010 – TOC report – Wrexham & Shropshire

A National Passenger Survey Spring 2010 train operating company report for Wrexham & Shropshire.
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Passenger satisfaction revealed

Passenger satisfaction revealed
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NPS Spring 2010 – TOC report – Virgin Trains

A National Passenger Survey Spring 2010 train operating company report for Virgin Trains.
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National Passenger Survey Spring 2010 – Questionnaire

The National Passenger Survey Spring 2010 questionnaire.
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NPS Spring 2010 – TOC report – National Express East Anglia

A National Passenger Survey Spring 2010 train operating company report for National Express East...
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NPS Spring 2010 – TOC report – South West Trains

A National Passenger Survey Spring 2010 train operating company report for South West Trains.
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NPS Spring 2010 – TOC report – Grand Central

A National Passenger Survey Spring 2010 train operating company report for Grand Central.
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NPS Spring 2010 – TOC report – Chiltern Railways

A National Passenger Survey Spring 2010 train operating company report for Chiltern Railways.
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NPS Spring 2010 – TOC report – c2c

A National Passenger Survey Spring 2010 train operating company report for c2c.
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NPS Spring 2010 – TOC report – Northern Rail

A National Passenger Survey Spring 2010 train operating company report for Northern Rail.
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NPS Spring 2010 – TOC report – Heathrow Connect

A National Passenger Survey Spring 2010 train operating company report for Heathrow Connect.
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NPS Spring 2010 – TOC report – First Great Western

A National Passenger Survey Spring 2010 train operating company report for First Great Western.
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NPS Spring 2010 – TOC report – ScotRail

A National Passenger Survey Spring 2010 train operating company report for ScotRail.
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National Passenger Survey Spring 2010 Main Report

The National Passenger Survey (NPS) provides a network-wide picture of passengers? satisfaction...
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NPS Spring 2010 – TOC report – Southeastern

A National Passenger Survey Spring 2010 train operating company report for Southeastern.
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NPS Spring 2010 – TOC report – CrossCountry

A National Passenger Survey Spring 2010 train operating company report for CrossCountry
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NPS Spring 2010 – TOC report – East Midlands Trains

A National Passenger Survey Spring 2010 train operating company report for East Midlands Trains.
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Official statistics – NPS – Pre-release access lists –...

The following post holders are given pre-release access in excess of 24 hours in advance...
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NPS Spring 2010 – TOC report – First TransPennine Express

A National Passenger Survey Spring 2010 train operating company report for First TransPennine...
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NPS Spring 2010 – TOC report – Southern

A National Passenger Survey Spring 2010 train operating company report for Southern.
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NPS Spring 2010 – TOC report – First Capital Connect

A National Passenger Survey Spring 2010 train operating company report for First Capital Connect.
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NPS Spring 2010 – TOC report – Heathrow Express

A National Passenger Survey Spring 2010 train operating company report for Heathrow Express.
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Board meeting agenda – 16 June 2010

The agenda for the Passenger Focus Board meeting on Wednesday 16 June 2010.
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Passenger Focus’s response to the Essex Thameside franchise (June 2010)

This document provides Passenger Focus?s response to the Department for Transport?s...
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Greater Anglia rail franchise: what passengers want

Passengers using the Greater Anglia franchise are among the least satisfied in Great Britain....
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Scottish Board Member – Job advertisment

Information regarding a 'Scottish Board Member' job vacancy at Passenger Focus.
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Board meeting agenda – 12 May 2010

The agenda for the Passenger Focus Board meeting on Wednesday 12 May 2010.
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Board meeting – 12 May 2010 – Paper 2

Passenger Focus Board meeting paper for the 12 May 2010 meeting.
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Disability Equality Scheme – Spring 2010

Passenger Focus, in line with its policy statement will comply with our duty under the Disability...
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West Coast Main Line passenger research

In November and December 2009, Passenger Focus spoke to 4106 passengers on six key parts of the...
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Development Co-ordinator – Job advertisement

Information regarding a 'Development Co-ordinator' job vacancy at Passenger Focus.
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Development Co-ordinator – Job description

Information regarding a 'Development Co-ordinator' job vacancy at Passenger Focus.
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Passenger Voice Rail Spring 2010 Great Britain

Passenger Voice Rail is our quarterly stakeholder bulletin.
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Passenger Voice Rail Spring 2010 West Midlands

Passenger Voice Rail is our quarterly stakeholder bulletin.
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Passenger Voice Rail Spring 2010 South West

Passenger Voice Rail is our quarterly stakeholder bulletin.
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Passenger Voice Rail Spring 2010 Yorkshire and The Humber

Passenger Voice Rail is our quarterly stakeholder bulletin.
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Passenger Voice Rail Spring 2010 Wales

Passenger Voice Rail is our quarterly stakeholder bulletin.
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What is Passenger Focus? April 2010

Passenger Focus is the independent consumer watchdog for Britain’s rail passengers and bus, coach...
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Passenger Voice Rail Spring 2010 South East

Passenger Voice Rail is our quarterly stakeholder bulletin.
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Passenger Voice Rail Spring 2010 North East

Passenger Voice Rail is our quarterly stakeholder bulletin.
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Passenger Voice Rail Spring 2010 North West

Passenger Voice Rail is our quarterly stakeholder bulletin.
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Passenger Voice Rail Spring 2010 East of England

Passenger Voice Rail is our quarterly stakeholder bulletin.
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Passenger Voice Rail Spring 2010 London

Passenger Voice Rail is our quarterly stakeholder bulletin.
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Passenger Voice Rail Spring 2010 East Midlands

Passenger Voice Rail is our quarterly stakeholder bulletin.
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Passenger Voice Rail Spring 2010 Scotland

Passenger Voice Rail is our quarterly stakeholder bulletin.
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Senior Information Risk Owner’s annual report to the Accounting...

The Senior Information Risk Owner's annual report to the Chief Executive and Accounting Officer.
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West Coast Main Line survey

Results from a West Coast Main Line survey we recently carried out.
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Passenger Focus response to the Association of Train Operating Companies...

Thank you for inviting our comments on ATOC?s review of rail fares policy. As you will be aware...
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Passenger Focus response to South West Trains proposals to reduce ticket...

Passenger Focus objects to the proposals to reduce ticket office opening hours on the grounds that...
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Passenger Focus – Making a difference for all passengers

More than 120,000 passengers told Passenger Focus what they think of their services over the past...
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Board meeting – 17 March 2010 – Paper 8.1

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 9.1c

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 9.1d

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 8.1 (attached document)

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 8.1c

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 6.3

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 9.1b

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 8.1d

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 7.1c

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 6.4

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 6.1

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 7.1a

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 7.1d

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 9.1

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 3

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 10

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 8.1b

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 10 (attached document)

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 8.1a

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 7.1

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 6.1b

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 6.1a

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting agenda – 17 March 2010

The agenda for the Passenger Focus Board meeting on Wednesday 17 March 2010.
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Board meeting – 17 March 2010 – Paper 7.1b

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 2

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 6.2

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 6.3 (attached document)

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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Board meeting – 17 March 2010 – Paper 9.1a

Passenger Focus Board meeting paper for the 17 March 2010 meeting.
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On Track (London Midland stakeholder newsletter)

Welcome to the first edition of ?on track?, London Midland's new stakeholder newsletter.
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What passengers want – Towards a ‘right time’ East...

Passengers' overall satisfaction with National Express East Anglia journeys measured by the...
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Register of outside interests for Board members and senior staff –...

A register of outside interests for Board members and senior staff.
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Proposed changes to ticket office hours on South West Trains

South West Trains hereby gives notice of the proposal to alter the schedule 17 hours as major...
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Annex B Proposed New Membership Code Part B

This code applies to the Chairman and all Members (collectively referred to as ‘Board Members’)...
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Proposed new membership codes for Passenger Focus

It is usual for government departments to agree, by and with the consent of Her Majesty’s...
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Annex A Proposed New Membership Code Part A

This code applies to the Chairman and all Members (collectively referred to as ‘Board Members’)...
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Passenger Link Manager – Job description

Information regarding several 'Passenger Link Manager' job vacancies at Passenger Focus.
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Board meeting – 17 February 2010 – Paper 2

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 11 Bus Passenger...

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 7.1

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 8.1d

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 8.1

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 6.2.3

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 6.2.8

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 9.1b

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 8.1c

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 6.2.4

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 7.1b

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 6.3 Business Plan...

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 9.1c

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 6.1

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 6.2.9

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 6.2.10

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 6.2.7

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 9.1

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 6.2.11

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 6.2

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 8.1b

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 6.2.4a

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 6.3 Indicative...

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 6.2.2

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 6.2.1

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 9.1a

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 3

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 6.2.6

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 11 Bus Policy Roadmap

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 6.2.12

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 6.2.11a

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 6.3 Work Plan 2010-11

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting agenda – 17 February 2010

The agenda for the Passenger Focus Board meeting on Wednesday 17 February 2010.
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Board meeting – 17 February 2010 – Paper 7.1a

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Anti-social behaviour report – Rail passenger views

In March 2009 Passenger Focus published a report entitled ?Passenger perceptions of personal...
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Board meeting – 17 February 2010 – Paper 7.1d

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 11 Policy and...

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 6.2.5

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 8.1a

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 7.1c

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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Board meeting – 17 February 2010 – Paper 9.1d

Passenger Focus Board meeting paper for the 17 February 2010 meeting.
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London and South East RUS – Breakout group notes – July 2009

Breakout group notes from the London and South East Route Utilisation Strategy (RUS) meeting on...
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London and South East RUS – Update for rail users – February...

An update from passenger manager, Sharon Hedges, regarding the London and South East Route...
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London and South East RUS – Rail User briefing – July 2009

A rail user group briefing from the London and South East Route Utilisation Strategy (RUS) meeting...
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London and South East RUS – Summary of Rail User briefing event...

A summary of the Rail User briefing notes from the London and South East Route Utilisation Strategy...
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RSSB railway Community Safety Conference Agenda

Railway Community Safety Forum: 18 March 2010 Programme - Calling time on anti-social behaviour
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NPS Autumn 2009 – TOC report – National Express East Coast

A National Passenger Survey Autumn 2009 train operating company report for National Express East...
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National Passenger Survey Autumn 2009 – Questionnaire

The National Passenger Survey Autumn 2009 questionnaire.
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NPS Autumn 2009 – TOC report – Southeastern

A National Passenger Survey Autumn 2009 train operating company report for Southeastern.
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NPS Autumn 2009 – TOC report – London Overground

A National Passenger Survey Autumn 2009 train operating company report for London Overground.
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NPS Autumn 2009 – TOC report – Virgin Trains

A National Passenger Survey Autumn 2009 train operating company report for Virgin Trains.
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NPS Autumn 2009 – TOC report – Chiltern Railways

A National Passenger Survey Autumn 2009 train operating company report for Chiltern Railways.
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NPS Autumn 2009 – TOC report – Southern

A National Passenger Survey Autumn 2009 train operating company report for Southern.
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NPS Autumn 2009 – TOC report – London Midland

A National Passenger Survey Autumn 2009 train operating company report for London Midland.
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NPS Autumn 2009 – TOC report – East Midlands Trains

A National Passenger Survey Autumn 2009 train operating company report for East Midlands Trains.
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National Passenger Survey Autumn 2009 – Questionnaire (new questions...

The National Passenger Survey Autumn 2009 questionnaire. New questions have been highlighted within...
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NPS Autumn 2009 – TOC report – South West Trains

A National Passenger Survey Autumn 2009 train operating company report for South West Trains.
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NPS Autumn 2009 – TOC report – Northern Rail

A National Passenger Survey Autumn 2009 train operating company report for Northern Rail.
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National Passenger Survey Autumn 2009

The National Passenger Survey (NPS) provides a network-wide picture of customers? satisfaction with...
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NPS Autumn 2009 – TOC report – Arriva Trains Wales

A National Passenger Survey Autumn 2009 train operating company report for Arriva Trains Wales.
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National Passenger Survey Autumn 2009 – Questionnaire – Welsh...

Welsh translation of the Autumn 2009 National Passenger Survey questionnaire.
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NPS Autumn 2009 – TOC report – First Capital Connect

A National Passenger Survey Autumn 2009 train operating company report for First Capital Connect.
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NPS Autumn 2009 – TOC report – First Great Western

A National Passenger Survey Autumn 2009 train operating company report for First Great Western.
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NPS Autumn 2009 – TOC report – National Express East Anglia

A National Passenger Survey Autumn 2009 train operating company report for National Express East...
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NPS Autumn 2009 – TOC report – Grand Central

A National Passenger Survey Autumn 2009 train operating company report for Grand Central.
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NPS Autumn 2009 – TOC report – CrossCountry

A National Passenger Survey Autumn 2009 train operating company report for CrossCountry.
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NPS Autumn 2009 – TOC report – c2c

A National Passenger Survey Autumn 2009 train operating company report for c2c.
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NPS Autumn 2009 – TOC report – Heathrow Connect

A National Passenger Survey Autumn 2009 train operating company report for Heathrow Connect.
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NPS Autumn 2009 – TOC report – Merseyrail

A National Passenger Survey Autumn 2009 train operating company report for Merseyrail.
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NPS Autumn 2009 – TOC report – Heathrow Express

A National Passenger Survey Autumn 2009 train operating company report for Heathrow Express.
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NPS Autumn 2009 – TOC report – First TransPennine Express

A National Passenger Survey Autumn 2009 train operating company report for First TransPennine...
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NPS Autumn 2009 – TOC report – Wrexham & Shropshire

A National Passenger Survey Autumn 2009 train operating company report for Wrexham and Shropshire.
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NPS Autumn 2009 – TOC report – ScotRail

A National Passenger Survey Autumn 2009 train operating company report for ScotRail.
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Issues to consider in the development of Station Travel Plans

Passenger Focus welcomes the Southern initiative to introduce Travel Plans at 30 stations across...
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Corporate Services Officer – Job advertisement

Information regarding a 'Corporate Services Officer' job vacancy at Passenger Focus.
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Integrated Transport – perception and reality

This research was jointly commissioned by Passenger Focus and the Association of Train Operating...
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Passenger Focus response to ‘National Rail Penalty Fares Rules,...

Passenger Focus welcomes the opportunity to comment on the proposed changes to the existing penalty...
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Business Services Executive – Job advertisement

Information regarding a 'Business Services Executive' job vacancy at Passenger Focus.
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Corporate Services Officer – Job description

Information regarding a 'Corporate Services Officer' job vacancy at Passenger Focus.
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Passenger Link Executive – Job description

Information regarding a 'Passenger Link Executive' job vacancy at Passenger Focus.
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Passenger Link Manager – Job description

Information regarding a 'Passenger Link Manager' job vacancy at Passenger Focus.
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Business Services Executive – Job description

Information regarding a 'Business Services Executive' job vacancy at Passenger Focus.
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Passenger Link Manager – Job advertisement

Information regarding a 'Passenger Link Manager' job vacancy at Passenger Focus.
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Passenger Link Executive – Job advertisement

Information regarding a 'Passenger Link Executive' job vacancy at Passenger Focus.
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Passenger Focus response to Eurostar inquiry

This submission is designed to develop and reinforce some of the issues covered at our meeting...
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National Passenger Survey Autumn 2010 – Virgin Trains

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Summary – What passengers want from the Essex Thameside rail...

The Essex Thameside franchise currently run by c2c will end in May 2011. Passenger Focus has...
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What passengers want from the Intercity East Coast rail franchise –...

The Intercity East Coast (ICEC) re-franchising is the second occasion on which Passenger Focus has...
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Summary – What passengers want from the Intercity East Coast rail...

This brochure summarises Passenger Focus?s advice to Government about what passengers want from the...
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What passengers want from the Essex Thameside rail franchise – a...

Passenger Focus is pleased to have been invited by DfT to make a submission to help inform its...
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Passenger Focus letter to Dr Mike Mitchell regarding First Capital Connect...

I am becoming increasingly concerned about the situation at First Capital Connect, particularly on...
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Passenger Focus letter to Mary Grant regarding First Capital Connect...

I am becoming increasingly concerned about the situation at First Capital Connect, particularly on...
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Passenger Focus response to LCO (Transport) consultation

Passenger Focus, the independent consumer watchdog for Great Britain, welcomes the opportunity to...
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Passenger Focus response to Southern’s ‘East Coastway December...

Passenger Focus welcomes the opportunity to comment on Southern proposals for timetable changes on...
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Passenger Focus response to Major Sporting Events consultation

Passenger Focus, the independent consumer watchdog for Great Britain, welcomes the opportunity to...
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National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
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National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
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National Station Improvement Programme – Final report – Ty...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
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National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Summary report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Summary report

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
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National Station Improvement Programme – Final report – Gipsy...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report – Valley...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report – East...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report – Balham...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report – Severn...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report – Queens...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

National Station Improvement Programme – Final report –...

Passenger Focus, Network Rail and the Association of Train Operating Companies (ATOC) appointed...
Read more

Passenger Focus – Making a difference for all passengers

More than 120,000 passengers told Passenger Focus what they think of their services over the past...
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Board meeting December 2009 – First TransPennine Express franchise...

A First TransPennine Express franchise report presented at the Passenger Focus Board Meeting held...
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Board meeting December 2009 – Northern Rail franchise report

A Northern Rail franchise report presented at the Passenger Focus Board meeting held in Liverpool,...
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Board meeting December 2009 – Merseyrail franchise report

A Merseyrail franchise report presented at the Passenger Focus Board meeting held in Liverpool,...
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Press release – T-12 checks – Christmas travel

To investigate the date when Advance tickets become available and when quotas are exhausted, we...
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Board meeting agenda – 16 December 2009

There will be a Passenger Focus board meeting on Wednesday 16 December 2009. The event will be held...
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Passenger Focus response to Network Rail’s Great Western Route...

Passenger Focus welcomes the significant work and analysis that has gone into preparing the Great...
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Building accessibility into the redevelopment of Birmingham New Street...

Birmingham New Street rail station is due to undergo significant redevelopment work to make the...
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Passenger Voice Autumn 2009 East Midlands

Passengers are being given the chance to help shape the future of rail services in the East...
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Passenger Voice Autumn 2009 South West

September and October saw Passenger Focus travel to the main Great Britain political party...
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Passenger Voice Autumn 2009 Yorkshire and The Humber

Passenger Focus has welcomed plans to trial new tram-trains in South Yorkshire and will be...
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Passenger Voice Autumn 2009 South East

September and October saw Passenger Focus travel to the main Great Britain political...
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Passenger Voice Autumn 2009 Scotland

Network Rail?s West Coast Route Utilisation Strategy (RUS) is one of the last geographic RUSs to be...
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Passenger Voice Autumn 2009 East of England

CrossCountry has accepted Passenger Focus?s recommendation that the results of the National...
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Passenger Voice Autumn 2009 London

Passenger Focus welcomes the continuity and improvements promised by Southern in its successful...
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Passenger Voice Autumn 2009 North West

Network Rail?s West Coast Route Utilisation Strategy (RUS) is one of the last geographic RUSs to be...
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Passenger Voice Autumn 2009 West Midlands

Network Rail?s West Coast Route Utilisation Strategy (RUS) is one of the last geographic RUSs to be...
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Passenger Voice Autumn 2009 Wales

A decline in last year?s National Passenger Survey (NPS) satisfaction scores for ticket-buying at...
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Passenger Voice Autumn 2009 Great Britain

Passenger Focus warns of a ?sting in the tail? for some passengers as unregulated rail fares will...
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Passenger Voice Autumn 2009 North East

Passengers want punctual and reliable trains, value for money and to be able to get a seat on...
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A snapshot of the composition of Passenger Focus

A look at the composition of Passenger Focus as of September 2009.
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GoSkills Customer Service Seminar Agenda

Passenger Link Manager Tunde Olatunji will be speaking at GoSkills' Customer Service Seminar, which...
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Passenger Focus Freedom of Information Act publication scheme

This publication scheme is based on the model scheme prepared and approved by the Information...
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Just the ticket

With so many different choices of rail tickets, it is sometimes hard to know if you are buying the...
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Passenger Focus response to Network Rail’s Wales Route Utilisation...

The numbers of people travelling by rail are increasing. Performance on the railways is steadily...
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Wales RUS response – Welsh translation – Ymateb Passenger...

Ymateb Passenger Focus i Ddrafft Ymgynghori Network Rail o Strategaeth Defnyddio Llwybrau (RUS) yng...
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Job advertisement – Senior Researcher

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Network Rail Regional and Local Authorities Conference Agenda

Passenger Link Manager Mike Greedy will be speaking at Network Rail's regional and local...
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Job description – Senior Researcher

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What do we know about stations

The National Passenger Survey reveals that satisfaction with individual station service attributes...
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Passenger Focus response to Network Rail’s East Midlands Route...

Passenger Focus?s response to Network Rail?s East Midlands Route Utilisation Strategy (RUS) draft...
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Passenger Focus response to DfTs ‘The Rail Passengers’ Rights and...

Passenger Focus response to the Department for Transport's 'The Rail Passengers? Rights and...
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Job description – Senior Passenger Adviser

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Job advertisement – Senior Passenger Adviser

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Passenger Focus response to DfTs ‘Developing a strategy for smart...

Passenger Focus response to the Department for Transport's 'Developing a strategy for smart and...
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Research report – Kent routes

In March 2009 Passenger Focus surveyed over 3413 passengers on four routes serving Kent; 913 on the...
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Job description – Development Manager

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Job advertisement – Development Manager

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Board meeting agenda – 14 October 2009

There will be a Passenger Focus board meeting on Wednesday 14 October 2009. The location will be...
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Executive summary – Passenger Focus response to Network Rail’s...

The number of people travelling by rail has been increasing, with further substantial...
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Passenger Focus response to Network Rail’s Sussex Route Utilisation...

Passenger Focus commends the significant work and analysis that has gone into preparing the Sussex...
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Passenger Focus response to Network Rail’s Kent Route Utilisation...

The numbers of people travelling by rail are increasing. Performance on the railways is steadily...
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Job description – Communications Officer

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Job advertisement – Press Officer and Communications Officer

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Job description – Press Officer

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Board meeting agenda – 16 September 2009

Passenger Focus's board meeting was held on Wednesday 16 September 2009 in the Darwin Room, Life...
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Transport Solutions in Rural Areas conference – Agenda

Passenger Focus and TravelWatch NorthWest will be holding a joint 'Transport Solutions in Rural...
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Job description – Executive Assistant to the Passenger Director

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Job advertisement – Executive Assistant to the Passenger Director

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Transport Solutions in Rural Areas conference – Map and information

Passenger Focus and TravelWatch NorthWest will be holding a joint 'Transport Solutions in Rural...
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Passenger Focus research update – September 2009

A Passenger Focus research update for September 2009.
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Press release – East Midlands Trains doubles cost of morning travel...

From next week passengers travelling in the morning from Market Harborough, Kettering and...
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Passenger Focus Conservative Party Fringe Event 2009

Weighing it up - Do passengers need government more or less involved in bus and rail services?
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Passenger Focus Liberal Democrats Party Fringe Event 2009

Weighing it up - Do passengers need government more or less involved in bus and rail services?
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Passenger Focus Labour Party Fringe Event 2009

Weighing it up - Do passengers need government more or less involved in bus and rail services?
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Changing size, changing transport

Passenger Focus Chief Executive Anthony Smith will be speaking at 'changing size, changing...
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The Railway Forum Eighth European Rail Policy Seminar – Agenda

Passenger Focus Chief Executive Anthony Smith will be speaking at the Railway Forum's Eighth...
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Press release – Save £££ getting to the airport

Passenger Focus and London TravelWatch are concerned that passengers may be paying higher train...
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Making a difference – Business Plan 2009-10

This plan represents the first year of activity under the umbrella of Passenger Focus?s new...
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Welsh passenger insights: Passenger satisfaction with rail services in...

Wales? railways have enjoyed a renaissance in recent years with sustained passenger growth reviving...
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Welsh passenger insights – Welsh translation – Dealldwriaeth...

Welsh passenger insights - Welsh translation - Dealldwriaeth teithwyr yng Nghymru: Bodlonrwydd...
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Passenger Voice Summer 2009 North East

Passengers have high expectations from the next generation of trains and want more luggage space,...
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Passenger Voice Summer 2009 North West

Passenger Focus is exploring passenger priorities for West Coast rail services as part of the...
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Passenger Voice Summer 2009 South East

Passenger Focus has welcomed the Government?s decision to take into account passenger views in the...
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Passenger Voice Summer 2009 Yorkshire and The Humber

The independent passenger watchdog has taken up passengers? concerns about fares, ticketing,...
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Passenger Voice Summer 2009 Wales

Passengers in Wales believe they are getting a better deal on the railway with 87% of Arriva Trains...
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Research report – Gloucester route

In February 2009 Passenger Focus surveyed over 500 passengers on the Gloucester route, which runs...
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Passenger Voice Summer 2009 London

Passengers expect to be informed of any disruption to services during the King’s Cross...
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Research report – Merseyside routes

In December 2008 Passenger Focus carried out a survey with nearly 1600 passengers on the Northern...
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Passenger Voice Summer 2009 South West

Passenger Focus has opposed First Great Western?s (FGW) move to charge passengers more to upgrade...
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Passenger Voice Summer 2009 East of England

Passengers have high expectations from the next generation of trains and want more luggage space,...
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Passenger Voice Summer 2009 Scotland

The independent passenger watchdog has taken up passengers? concerns about fares, ticketing,...
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Passenger Voice Summer 2009 Great Britain

Passenger Focus has welcomed improvements to overall satisfaction on c2c (91%), First Great Western...
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Passenger Voice Summer 2009 East Midlands

Passengers have high expectations from the next generation of trains and want more luggage...
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Passenger Voice Summer 2009 West Midlands

Passenger Focus manager Julie Warburton has welcomed London Midland?s public apology to passengers...
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Research report – Reading

In February 2009 Passenger Focus surveyed over 900 passengers on the Reading route, which covers...
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Passenger Focus Annual Report and Accounts 2008-9 – Welsh...

Fel y corff gwarchod teithwyr annibynnol, mae Ffocws ar Deithwyr wedi ymdrechu i fod...
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Passenger Focus Annual Report and Accounts 2008-9

As the independent passenger watchdog Passenger Focus has strived to be influential in the last 12...
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Board meeting agenda – 15 July 2009

There will be a Passenger Focus board meeting on Wednesday 15 July 2009. The event will be at the...
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Passenger needs during King’s Cross redevelopment

Rebuilding a major London station has the potential to inconvenience a large number of passengers...
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Job description – Head of Research

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Job advertisement – Head of Research and Senior Researcher

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Job description – Head of Research – Head of Profession...

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Job description – Senior Researcher

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Executive summary – Passenger Focus response to Network Rail?s Kent...

The number of people travelling by rail has been increasing, with further substantial...
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NPS Spring 2009 – TOC report – c2c

A National Passenger Survey Spring 2009 train operating company report for c2c.
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NPS Spring 2009 – TOC report – First ScotRail

A National Passenger Survey Spring 2009 train operating company report for First ScotRail.
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Press release – Passengers rate Scotland’s rail services

The majority (89%) of ScotRail?s passengers are satisfied with their overall rail journey, the...
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NPS Spring 2009 – TOC report – Heathrow Express

A National Passenger Survey Spring 2009 train operating company report for Heathrow Express.
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NPS Spring 2009 – TOC report – Heathrow Connect

A National Passenger Survey Spring 2009 train operating company report for Heathrow Connect.
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NPS Spring 2009 – TOC report – Chiltern Railways

A National Passenger Survey Spring 2009 train operating company report for Chiltern Railways.
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NPS Spring 2009 – TOC report – Northern Rail

A National Passenger Survey Spring 2009 train operating company report for Northern Rail.
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Press release – Official Statistics National Passenger Survey release

Passenger Focus has published Official Statistics on passenger satisfaction with rail travel from...
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Definitional notes – Statement of compliance with the Pre-Release...

(a) Pre-release access. In the context described, the phrase 'pre-release access' covers privileged...
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NPS Spring 2009 – TOC report – CrossCountry

A National Passenger Survey Spring 2009 train operating company report for CrossCountry.
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NPS Spring 2009 – TOC report – Virgin Trains

A National Passenger Survey Spring 2009 train operating company report for Virgin Trains.
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Press release – 81% of passengers satisfied with rail journey

The majority of passengers (81%) across Great Britain are satisfied with their rail experience, the...
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NPS Spring 2009 – TOC report – First Great Western

A National Passenger Survey Spring 2009 train operating company report for First Great Western.
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NPS Spring 2009 – TOC report – Merseyrail

A National Passenger Survey Spring 2009 train operating company report for Merseyrail.
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National Passenger Survey Spring 2009

The National Passenger Survey (NPS) provides a networkwide picture of customers? satisfaction with...
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NPS Spring 2009 – TOC report – East Midlands Trains

A National Passenger Survey Spring 2009 train operating company report for East Midlands Trains.
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NPS Spring 2009 – TOC report – London Overground

A National Passenger Survey Spring 2009 train operating company report for London Overground.
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NPS Spring 2009 – TOC report – First Capital Connect

A National Passenger Survey Spring 2009 train operating company report for First Capital Connect.
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NPS Spring 2009 – TOC report – Arriva Trains Wales

A National Passenger Survey Spring 2009 train operating company report for Arriva Trains Wales.
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Press release – Good news story for passengers in Wales

Passengers in Wales believe they are getting a better deal on the railway with 87% of Arriva Trains...
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NPS Spring 2009 – TOC report – South West Trains

A National Passenger Survey Spring 2009 train operating company report for South West Trains.
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NPS Spring 2009 – TOC report – Southern

A National Passenger Survey Spring 2009 train operating company report for Southern.
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NPS Spring 2009 – TOC report – National Express East Anglia

A National Passenger Survey Spring 2009 train operating company report for National Express East...
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Statement of compliance with the Pre-Release Access to Official Statistics...

This statement sets out Passenger Focus?s operational arrangements for giving the Chief Executive...
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NPS Spring 2009 – TOC report – National Express East Coast

A National Passenger Survey Spring 2009 train operating company report for National Express East...
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NPS Spring 2009 – TOC report – London Midland

A National Passenger Survey Spring 2009 train operating company report for London Midland.
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NPS Spring 2009 – TOC report – Grand Central

A National Passenger Survey Spring 2009 train operating company report for Grand Central.
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NPS Spring 2009 – TOC report – Wrexham and Shropshire

A National Passenger Survey Spring 2009 train operating company report for Wrexham and Shropshire.
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NPS Spring 2009 – TOC report – First TransPennine Express

A National Passenger Survey Spring 2009 train operating company report for First TransPennine...
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NPS Spring 2009 – TOC report – Southeastern

A National Passenger Survey Spring 2009 train operating company report for Southeastern.
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Ashwin Kumar presentation – Rail 2009

Passenger Director Ashwin Kumar is speaking at the Rail 2009 conference, which will be held at...
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Board meeting agenda – 17 June 2009

There will be a Passenger Focus board meeting on Wednesday 17 June 2009. The location will be the...
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Passenger Focus / Help The Aged workshop flyer

Passenger Focus is working with Bus Users UK, FirstGroup and NSPTUF/TravelWatch Midlands West in...
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Welsh Language Scheme – English translation

Under the Welsh Language Act 1993 every public body providing services to the public in Wales has...
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Welsh Language Scheme – Welsh translation – Cynllun Iaith...

Dan Ddeddf yr Iaith Gymraeg 1993, mae?n rhaid i bob corff cyhoeddus sy?n darparu gwasanaethau i?r...
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Passenger Focus response to DfTs March 2009 consultation ‘Reforming...

This response sets out Passenger Focus?s views on the Government?s March 2009 consultation...
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Passenger Focus corporate plan 2009-2012

This plan sets out the main direction of travel for Passenger Focus, the independent passenger...
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Job description – Resources Adviser

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Job description – Project Administrator

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Job advertisement – Development coordinator, Resources adviser and...

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Job description – Development Co-ordinator

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Job advertisement – Development Co-ordinator

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Board meeting agenda – 13 May 2009

There will be a Passenger Focus board meeting on Wednesday 13 May 2009. The event will be held in...
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Research report – Welsh routes

In March 2008 Passenger Focus carried out a survey with 2632 passengers on four routes serving...
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Research report – Welsh routes – Welsh translation –...

Ym mis Mawrth 2008 cynhaliodd Ffocws ar Deithwyr arolwg gyda 2632 o deithwyr ar bedwar llwybr sy?n...
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Letter to East Midlands Trains regarding proposal to install gates at...

Passenger Focus was disappointed to hear of the action taken by East Midlands Trains (EMT) in...
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Research report – Airedale route

In October 2008 Passenger Focus carried out a survey of over 750 passengers on the Airedale Route,...
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Research report – Calder Valley route

In October 2008 Passenger Focus carried out a survey of over 760 passengers on the Calder Valley...
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Passenger Focus annual conference 2009 – Interactive voting results

At Passenger Focus?s Annual Conference delegates were asked to show their views on a number of...
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Designing the future: Passengers’ preferences for new national...

* * * Published April 2009 * * * The Intercity Express Programme (iep) is a government sponsored...
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Job advertisement – Passenger Link Executives

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Job description – Passenger Link Executives

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Passenger Focus corporate plan 2009-2012 – Conference edition

This plan sets out the main direction of travel for Passenger Focus, the independent passenger...
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Passenger Voice Spring 2009 East Midlands

Proposals to install ticket barriers at stations occasionally arouse fierce controversy. Passenger...
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Passenger Voice Spring 2009 Great Britain

Passenger Focus has published the results of its major study into rail fares and ticketing. The...
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Passenger Voice Spring 2009 South West

FirstGroup sets up a service that could be a blueprint for all train operating companies. The...
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Passenger Voice Spring 2009 North West

Merseyrail deserves congratulations for being one of the top National Passenger Survey performers...
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Passenger Voice Spring 2009 London

Major projects are happening on the Paddington route 2010-2017. These include moving the mainline...
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Passenger Voice Spring 2009 Yorkshire and the Humber

Proposals to install ticket barriers at stations occasionally arouse fierce controversy. Passenger...
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Passenger Voice Spring 2009 West Midlands

Passenger Focus has voiced concerns about Network Rail shutting parts of the East and West Coast...
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Passenger Voice Spring 2009 Scotland

The first few weeks of 2009 saw the West Coast Main Line dogged by unrelated problems. At the start...
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Passenger Voice Spring 2009 East of England

In response to First Capital Connect?s proposal to cut ticket office hours at 28 stations,...
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Passenger Voice Spring 2009 South East

Passenger Focus manager Sharon Hedges has been working with Southern to identify and resolve the...
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Passenger Voice Spring 2009 North East

National Passenger Survey results show TransPennineExpress (TPE) is receiving mixed feedback. ...
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Passenger Voice Spring 2009 Wales

Passenger Focus research has found strong support for the concessionary rail fares pilot being...
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Passenger Focus response to ‘European Commission proposal for a...

...The European Commission?s proposal for an EU Regulation concerning a rail network for...
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Research and Policy Adviser – job advertisement and application...

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Passenger perceptions of personal security conference slides

Presentation slides from a 'Passenger perceptions of personal security' conference.
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Passenger perceptions of personal security on the railways

Over the past four years the general trend has been one of improvement in passengers? satisfaction...
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Employers’ business travel needs from rail

The latest National Passenger Survey (Autumn 2008) results for business passengers show that 84%...
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Board meeting agenda – 11 March 2009

There will be a Passenger Focus board meeting on Wednesday 11 March 2009. The location will be the...
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Passenger Focus response to Network Rail’s Merseyside Route...

Rail travel has seen unprecedented growth in passenger numbers. Performance on the railways is...
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Fares and Ticketing Study – Appendix B – Comparisons between...

In 2008 following continuing low passenger satisfaction with the value for money of rail tickets,...
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Fares and Ticketing Study – Appendix A – Understanding drivers...

Passenger Focus wished to understand the drivers of satisfaction and drivers of dissatisfaction...
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Fares and Ticketing Study

In recent years passenger satisfaction with value for money when travelling by train has lagged...
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Fares and Ticketing Study – Appendix C – Regional commuter...

This paper sets out our analysis of rail commuter travel across Scotland, Wales and the nine...
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Passenger Focus research update – February 2009

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Letter to First Capital Connect regarding ticket office opening hours

A Passenger Focus letter to First Capital Connect regarding ticket office opening hours.
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Passenger Voice Winter 2009 London

Passenger Focus has worked with the Department for Transport (DfT) and London TravelWatch to ensure...
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Passenger Voice Winter 2009 South East

It is less than a year now until the introduction of a high-speed service from Kent to St Pancras....
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Draft Corporate Plan 2009-12

This plan sets out the main direction of travel for Passenger Focus, the independent passenger...
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Passenger Voice Winter 2009 North Eastern

First TransPennine Express (TPE) has won many awards for its work in improving station facilities...
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Passenger Voice Winter 2009 Scotland

Scottish passengers? satisfaction with their journey has soared with 90% of First ScotRail...
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Passenger Voice Winter 2009 South West

A lack of timely and accurate train running information at First Great Western (FGW) stations has...
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Passenger Voice Winter 2009 East Midlands

Passenger Focus is carrying out research to understand passengers? needs and concerns about the...
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Passenger Voice Winter 2009 East of England

Passenger Focus has worked with the Department for Transport (DfT) and London TravelWatch to ensure...
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Passenger Voice Winter 2009 Yorkshire and The Humber

First TransPennine Express (TPE) has won many awards for its work in improving station facilities...
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Passenger Voice Winter 2009 West Midlands

Passenger Focus has criticised new year problems on the West Coast Main Line (WCML). Anthony Smith,...
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Passenger Voice Winter 2009 North West

First TransPennine Express (TPE) has won many awards for its work in improving station facilities...
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National Passenger Survey Autumn 2008

The National Passenger Survey (NPS) provides a network-wide picture of customers? satisfaction with...
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Passenger Voice Winter 2009 Great Britain

Passenger Focus has found a record percentage of passengers across Great Britain are satisfied with...
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Passenger Voice Winter 2009 Wales

Although most passengers in Wales are satisfied with their train journey, calls have been made to...
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Letter to Office of Rail Regulation regarding East Coast Main Line...

I am writing regarding the current applications for additional track access rights on the East...
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South West Trains ticket office hours spreadsheet

A look at South West Trains's proposed ticket office hours and the final accepted ticket office...
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Passenger Focus follow up letter to National Express East Coast regarding...

Thank you for your letter dated 23 December 2008 and the clarifications provided. We will monitor...
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Passenger Focus letter to ORR regarding West Coast Main Line disruption

I am writing on behalf of passengers who have suffered delays and disruption on the West Coast Main...
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South Pennines Rail Partnership report – Reaching out in the South...

In June 2007 the South Pennines Rail Partnership (SPRP) undertook a project that would engage with...
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Letter from National Express East Coast regarding ticket gates at York...

Thank you for your letter to David Franks (who is on annual leave) regarding National Express East...
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Press release – January 2009 fare rises – Scotland examples

Examples of January 2009 fare increases in Scotland.
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Press release – January 2009 fare rises – Wales examples

Examples of January 2009 fare increases in Wales.
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Press release – January 2009 fare rises – Examples

Passenger Focus has criticised fare rises coming into effect on 2 January 2009. The national rail...
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Passenger Focus letter to National Express East Coast regarding automatic...

Passenger Focus is aware that the plan to introduce automatic ticket gates at York station has been...
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Passenger Focus response to Network Rail’s Yorkshire and Humber Route...

Rail travel has seen unprecedented growth in passenger numbers. Performance on the railways is...
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Passenger Focus letter to East Midlands Trains regarding proposal to...

I am writing to set out our concerns about the proposal to install ticket gates at Sheffield...
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Corporate Services Executive – job advertisment and application...

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Senior Passenger Adviser – job advertisement and application...

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Events Executive – job advertisment and application instructions

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Passenger Adviser – job advertisment and application instructions

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Availability of 2008 Advance Christmas fares spreadsheet

A look at the availability of 2008 advance Christmas fares.
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Passenger Focus response to Transport Scotland consultation on proposed...

Thank you for inviting comments from Passenger Focus on proposed changes to the station closure...
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Passenger Focus response to DfT consultation on proposed new categories...

Thank you for your letter dated 11 September seeking comments from Passenger Focus on proposed...
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Passenger Focus response to First ScotRail franchise extension consultation

Passenger Focus welcomes the opportunity to respond to the ScotRail Franchise extension...
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Job advertisment – Human Resources Manager

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Passenger needs during Thameslink Programme construction

This report is about the management of disruption to passenger journeys while the £5.5 billion...
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Passenger Voice Autumn 2008 East Midlands

As part of the lobbying campaign for improvements on this vital route, Passenger Focus, with...
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Passenger Voice Autumn 2008 East of England

Passenger Focus has recently completed research projects designed to bring passengers? needs to the...
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Passenger Voice Autumn 2008 Scotland

The West Coast Main Line (WCML) upgrade will deliver passengers extra services to Glasgow,...
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Passenger Voice Autumn 2008 London

For the first time Passenger Focus has participated in discussions between the Department for...
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Passenger Voice Autumn 2008 West Midlands

The West Coast Main Line (WCML) upgrade will deliver passengers extra services to Manchester,...
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Passenger Voice Autumn 2008 North West

Passengers can expect significant changes to services when the new timetable is introduced this...
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Passenger Voice Autumn 2008 South East

In a groundbreaking exercise, Passenger Focus has asked passengers what they want from the new...
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Passenger Voice Autumn 2008 South West

Passenger Focus has collated the responses to South West Trains? (SWT) proposal to cut ticket...
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Passenger Voice Autumn 2008 Wales

Passenger Focus has welcomed many positive proposals in the draft Wales Route Utilisation Strategy...
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Passenger Voice Autumn 2008 North Eastern

Although performance of Grand Central?s London King?s Cross ? Sunderland services has been edging...
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Passenger Voice Autumn 2008 Great Britain

Passenger Focus arrived at the three main GB political party conferences in a double-decker bus to...
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Board meeting agenda – 10 December 2008

There will be a Passenger Focus board meeting on Wednesday 10 December 2008. The meeting will be...
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Buying a ticket at the station

Passenger Focus national priorities research shows that reducing queuing times at stations is one...
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Passenger Focus response to the Department for Transport consultation on...

We welcome the fact that the consultation document takes into account many of the points made in...
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Passenger Focus response to the Office of Rail Regulation’s draft...

Passenger Focus welcomes the opportunity to comment on ORR?s Periodic Review 2008 draft...
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Assisted Passenger Reservation Service – Best Practice Guidelines

Passenger Focus has created the Assisted Passenger Reservation Service best practice guidelines...
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Assisted Passenger Reservation Service – Mystery Shop (2008)

The Government and the rail industry are investing significantly to enable disabled passengers to...
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Passenger Focus Labour Party Fringe Event 2008 – Manchester

Can we give passengers world class train and bus services?
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Passenger Focus Conservative Party Fringe Event 2008 – Birmingham

Can we give passengers world class train and bus services?
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Passenger Focus Liberal Democrats Party Fringe Event 2008 –...

Can we give passengers world class train and bus services?
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Thameslink Rolling Stock Qualitative Research

This report is about what passengers want from the £5.5 billion Thameslink project. The scheme...
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Board meeting agenda – 10 September 2008

There will be a Passenger Focus board meeting on Wednesday 10 September 2008. The meeting will take...
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Passenger Focus response to South West Trains’ proposals to reduce...

On 14 July 2008 South West Trains (SWT) advised Passenger Focus of their proposals to reduce...
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Passenger Voice Summer 2008 Scotland

Passenger Focus believes Transport Scotland?s surprise announcement to extend First ScotRail?s...
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Passenger Voice Summer 2008 Great Britain

Our Spring 2008 National Passenger Survey (NPS) shows the majority of Great Britain?s rail...
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Passenger Managers – Working for you nationwide

A look at all of our passenger managers working nationwide.
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Passenger Voice Summer 2008 South East

Research led by Passenger Focus will help with the design of both trains and services in the...
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Passenger Voice Summer 2008 East Midlands

Passenger Focus has received growing levels of passenger complaints concerning the operation of...
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Passenger Voice Summer 2008 London

The Spring 2008 National Passenger Survey (NPS) shows rail services have improved marginally in...
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Passenger Voice Summer 2008 East of England

The latest National Passenger Survey results put National Express East Anglia (the renamed ?one?...
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Passenger Voice Summer 2008 North Eastern

Following the launch of services in December 2007 between Sunderland and London King?s Cross,...
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Passenger Voice Summer 2008 South West

The shape of the rail network needed to meet decades of growth is currently being assessed. In...
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Passenger Voice Summer 2008 Wales

Arriva Trains Wales? overall passenger satisfaction result (83%) beat the Great Britain (GB)...
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Passenger Voice Summer 2008 North West

Passenger Focus continues to work closely with Northern Rail by using the results of our National...
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Passenger Voice Summer 2008 West Midlands

The Spring 2008 National Passenger Survey (NPS) suggests London Midland is starting to make a...
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Passenger Focus response to c2c’s proposed franchise extension

Passenger Focus welcomes the opportunity to comment on the Department for Transport?s (DfT)...
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Passenger Information – A vision

Information is an important element of a successful journey by train, in some cases information is...
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Passenger Focus response to Network Rail’s Lancs and Cumbria Route...

The numbers of people travelling by rail are increasing. Performance on the railways is steadily...
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A Bright Future for Community Rail Partnerships!

The Association of Community Rail Partnerships, in a joint project with Department for Transport...
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National Passenger Survey Spring 2008

The National Passenger Survey (NPS) provides a networkwide picture of customers? satisfaction with...
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West Coast Main Line possessions summary

Information regarding disruptions on the West Coast Main Line.
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Passenger Focus Annual Report and Accounts 2007-8

Passenger Focus is the independent national rail consumer watchdog. It is an executive...
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Safe and secure? Passenger perceptions of public transport conference...

A conference brochure form a 'Safe and secure? Passenger perceptions of public transport' event.
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The Future of Rail – Conference agenda

Passenger Focus chief executive Anthony Smith will be speaking at the IAE and Marketforce?s 8th...
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Ticket queuing times at major rail stations

The ever-growing number of people using rail means that the ease of purchasing a ticket is...
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Identifying what passengers want from South Central – Route Based...

In response to the invitation by the Secretary of State for Transport to provide a passenger...
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Executive summary – What passengers want from South Central –...

Passenger Focus warmly welcomes the opportunity to respond to the invitation to provide...
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What passengers want from South Central – Passenger Focus submission...

Passenger Focus warmly welcomes the opportunity to respond to the invitation to provide...
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Passenger Focus letter to the ORR setting out proposed passenger benefits...

Passenger Focus has been working closely with London TravelWatch, train operating companies and the...
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Letter from Ruth Kelly MP – Secretary of State for Transport –...

Thank you for inviting me to address your conference last week. I was pleased to hear that the rest...
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Board meeting agenda – 13 May 2008

There will be a Passenger Focus board meeting on Tuesday 13 May 2008. The meeting will take place...
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Fully realising smart technology in the transport sector –...

On Thursday 22 May, Passenger Focus chief executive Anthony Smith will be speaking at the 'Fully...
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Passenger Focus annual conference 2008 – Interactive voting results

A look at interactive voting results from the Passenger Focus annual conference 2008.
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Passenger Focus annual conference 2008 – Presentation –...

A presentation from Network Rail route director, Dyan Crowther, given at the Passenger Focus annual...
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Passenger Focus annual conference 2008 – Presentation on stations by...

A presentation from ATOCs, Alex Veitch, on railway stations. This was given at the Passenger Focus...
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Passenger Focus annual conference 2008 – Presentation –...

A presentation from Passenger Focus head of policy, Mike Hewitson, on rail fares. This was given at...
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Passenger Focus annual conference 2008 – Panel questions

A look at some of the questions asked to the panel at the Passenger Focus annual conference 2008.
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Passenger Focus annual conference 2008 – Ruth Kelly MP’s speech

I'm delighted to be at this important conference, and to be among such a distinguished audience who...
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Passenger Focus annual conference 2008 – Programme

We are delighted to welcome you to the Passenger Focus Annual Conference. Passenger Focus is the...
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Passenger Focus annual conference 2008 – Delegate list

The delegate list from the Passenger Focus annual conference 2008.
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Passenger Focus annual conference 2008 – Presentation –...

A presentation from Passenger Focus head of research, Janet Cardell, on getting more from the rail...
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Rail fares – moving beyond simplification – presentation by...

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Passenger Focus annual conference 2008 – Presentation –...

A presentation from Passenger Focus chief executive, Anthony Smith. This was given at the Passenger...
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Passenger Focus annual conference 2008 – Presentation –...

A presentation from Passenger Focus director, Ashwin Kumar, on getting more from the rail network....
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Passenger Focus annual conference 2008 – Presentation –...

A presentation from ATOCs commerical director, David Mapp, on 'Rail fares - moving beyond...
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Passenger Focus annual conference 2008 – Presentation –...

A presentation from Campaign for Better Transport's Director, Stephen Joseph, on 'Improving...
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Passenger Focus letter to the ORR regarding proposed passenger benefits to...

Passenger Focus has been working closely with London TravelWatch, train operating companies and the...
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Passenger Focus response to the Transport Select Committee –...

Passenger Focus, the independent national rail consumer watchdog, welcomes the opportunity to...
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Passenger Information – What, when, where and how? Report by the...

The Rail Passengers Council (RPC) commissioned this study on behalf of the rail industry in order...
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Passenger Focus annual conference 2008 – Invitation

The invitation for the Passenger Focus annual conference 2008.
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Passenger Focus research update – March 2008

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Passenger Voice Winter 2008 Great Britain

The latest National Passenger Survey (NPS) reveals that only 45% of rail users across all train...
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Passenger Voice Winter 2008 Scotland

Train passengers in Scotland have seen the price of their journeys rise above inflation in the...
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Passenger Voice Winter 2008 Wales

More inflation-busting fare increases came into effect across Wales on 2 January. Of particular...
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Passenger Voice Winter 2008 East Midlands

The latest round of New Year fare rises has hit passengers using the new East Midlands Trains...
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Passenger Voice Winter 2008 West Midlands

Train passengers in the West Midlands have experienced a mixed bag of fare rises in the latest...
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Passenger Voice Winter 2008 North West

Passenger Focus has been working hard to get passengers? voices heard in the run-up to the...
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Passenger Voice Winter 2008 North Eastern

More inflation-busting fare increases came into effect across the North East and Yorkshire on 2...
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Passenger Voice Winter 2008 South West

Passengers in the First Great Western franchise area are facing rises of up to 9.8% in the latest...
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Passenger Voice Winter 2008 South East

The annual January fare increases have once again hit Southeastern passengers? pockets hard....
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Passenger Voice Winter 2008 East of England

Passengers on ?one? are facing rises of up to 7.6% in the latest round of fare increases....
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Passenger Voice Winter 2008 London

The annual January fare increases have once again hit Southeastern passengers? pockets hard....
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Board meeting agenda – 13 February 2008

There will be a Passenger Focus board meeting on Wednesday 13 February 2008 at our London office.
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Passenger Focus submission to the ORR on the investigation into Network...

Passenger Focus welcomes the decision by ORR to investigate the New Year overrunning engineering...
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Watford-Gatwick passenger surveys – joint report with Royal Borough...

The West London Line (WLL) through Olympia has seen tremendous patronage growth since Connex first...
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Ticketing for the future? Research into ticketing technology

Passengers want to be able to buy a ticket quickly and easily. However, Passenger Focus research...
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Letter from Department for Transport regarding West Coast Main Line...

Thank you for your letter of 10 November concerning the proposed changes to train services along...
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Presentation – Anthony Smith – 8th annual Driving Performance...

A presentation given by Passenger Focus chief executive, Anthony Smith, entitled 'Fleet reliability...
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National Passenger Survey Autumn 2007

The National Passenger Survey (NPS) provides a network-wide picture of customers? satisfaction with...
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Second letter from Passenger Focus chairman, Colin Foxall, to Andrew...

I will not hide that I am disappointed by your response. Of course we welcome your commitment to...
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Response to Passenger Focus chairman, Colin Foxall, from Andrew Haines,...

The franchise regime establishes fares baskets as an appropriate mechanism to ensure that...
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Initial letter from Passenger Focus chairman, Colin Foxall, to Andrew...

When we met last week we discussed FGW?s performance and prospects for its improvement. You said...
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Letter from Passenger Focus chief executive, Anthony Smith, to Network...

No one is in any doubt about the amount of work now being done on Britain’s railway. This work is...
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Letter from Passenger Focus chief executive, Anthony Smith, to the ORR...

The ongoing engineering overruns at Liverpool Street and Rugby yet again beg the question about...
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Board meeting agenda – 12 December 2007

There will be a Passenger Focus board meeting at 10.00 on 12 December 2007 at Whittles House, our...
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Passenger Focus response to CrossCountry December 2008 timetable proposals

Passenger Focus representatives recently attended both your afternoon and evening stakeholder...
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Passenger Focus Board papers – 7 December 2007

Board papers from the meeting that took place on 7 December 2009.
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Passenger Focus response to DfT on areas of concern for West Coast Main...

Passenger Focus representatives attended both of your recent events in Birmingham and Manchester...
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Virgin Trains – Commentary on its draft timetable

This commentary gives an overview of the timetable plans for 2009, which follow the principles...
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Penalty Fares and South West Trains – Archived hot issue

Passenger Focus has long been concerned that much-needed revenue is lost to the industry through...
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Presentation – Anthony Smith – ‘Start of the...

Passenger Focus chief executive Anthony Smith will be speaking at this one day seminar at the...
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Presentation – Anthony Smith – What do passengers want? The...

Passenger Focus' chief executive Anthony Smith will be speaking at the First Annual Rail Conference...
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Compensation – Know your rights

If you feel you have received poor service you are entitled to make a complaint. Train companies...
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Passenger Focus response to Network Rail South London Route Utilisation...

Research recently undertaken for Passenger Focus has identified the priorities of London rail...
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Presentation – Anthony Smith – Rail Safety and Standards Board...

Passenger Focus chief executive Anthony Smith will be speaking at the Rail Safety and Standards...
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Assisted Passengers Reservation Service (APRS) Mystery Shop

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The Government’s White Paper – ‘Delivering a Sustainable...

The Government has now announced its White Paper setting out plans for the growth and development...
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Unregulated Fares Increases – Briefing

We have raised our concerns about recent excessive increases to unregulated fares, such as South...
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Southern Railway Mystery Shopping Survey

Passenger Focus commissioned independent market research agency FDS International Ltd to undertake...
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Passenger Focus letter to DfT requesting draft timetables or details of...

Many thanks for sending Julie Warburton a copy of the letters you sent to RUGs addressing their...
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Passenger Focus response to Network Rail’s East Coast Main Line...

We support the broad thrust of many of the options. Overall, however, Passenger Focus finds the...
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Passenger Focus Board papers – 11 September 2007

A full set of Board papers from the meeting on 11 September 2007.
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Passenger Voice Autumn 2007 Wales

This is our first Passenger Voice Wales and it coincides with the Government?s announcement of its...
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Passenger Voice Autumn 2007 National (Issue three)

Passenger Focus has continued to speak out against excessive fare increases, referring South West...
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Passenger Voice Autumn 2007 Scotland

The announcement that £3.6 billion is to be spent on improvements to the railway in Scotland...
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Board meeting agenda – 11 September 2007

The agenda from the Passenger Focus Board meeting held on 11 September 2007.
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Passenger priorities for improvements – Rail services in Scotland

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst rail passengers in...
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Letters to and from the ORR regarding South West Trains off-peak fare rises

You will be aware from subsequent events and discussions that Passenger Focus remains concerned at...
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Passengers’ priorities for improvements – Summary

Passenger Focus commissioned MVA Consultancy to carry out a survey amongst passengers to identify...
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Passengers’ priorities for improvements – Environmental issues

The environment now leads the political agenda as an issue which increasingly impacts on public...
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Rail passengers’ priorities for improvements – Qualitative...

With billions of pounds being invested in rail, it is vital that the industry has confidence that...
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Fare Structure? Research by Outlook Research for Passenger Focus

This research was commissioned by Passenger Focus to gauge passenger views and attitudes towards...
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Passengers’ Priorities for improvements in rail services – MVA

Passenger Focus commissioned MVA Consultancy to undertake a national survey of rail passengers, to...
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Annual Report 2006-7 – Welsh translation – Adroddiad a...

Annual Report 2006-7 - Welsh translation - Adroddiad a Chyfrifon Blynyddol Ffocws ar Deithwyr...
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Improving the passenger experience – Passenger Focus wins for...

In addition to influencing the transport policies? of governments we also seek to bring about...
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Passenger Focus response to Network Rail’s Greater Anglia Route...

Passenger Focus is the independent national rail consumer organisation. This paper sets out our...
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Passenger Focus Annual Report and Accounts 2006-7

Passenger Focus is the independent national rail consumer watchdog. It is an executive...
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Passenger Focus Annual Report and Accounts 2006-7 – Microsoft Word...

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Passenger experience of delay

The current measure of railway punctuality is PPM. This measures the performance of individual...
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Southern train services – Where are we now and what do we want from the...

Passenger Focus held a special event for users of Southern rail services on 28 March 2007. Aimed at...
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Job advertisement – Policy and Research Adviser

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Annual season tickets: benefits for passengers

Research undertaken by Passenger Focus in spring 2006 identified that a significant proportion of...
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Passenger Focus report to Cheshire County Council on access requirements...

The purpose of this report is to present the case for improvements to the accessibility of Crewe...
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Passenger requirements during resignalling disruption

This publication gives the findings of research commissioned by Passenger Focus amongst passengers...
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Board meeting minutes – 14 February 2007

Minutes from the Passenger Focus Board meeting on 14 February 2007.
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Board meeting agenda – 13 June 2007

The agenda from the Passenger Focus Board meeting held on 13 June 2007.
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National Passenger Survey – Spring 2007

The National Passenger Survey (NPS) provides a network-wide picture of customers? satisfaction with...
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Passenger Focus letter to Douglas Alexander, Secretary of State for...

During our recent discussions we have received the impression that the Department is now moving...
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Job advertisement – Passenger Director

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The Pennine Class 185 experience – What do passengers think?

The Pennine Class 185 trains were introduced to passengers travelling on First TransPennine Express...
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Passenger Voice – Issue two

South West Trains? announcement in March that it intended to impose substantial increases on some...
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Board meeting agenda – 15 May 2007

The agenda from the Passenger Focus Board meeting held on 15 May 2007.
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Passenger Focus letter to the Office of Rail Regulation regarding South...

We wrote on 26 April (copy attached for ease of reference) setting out our concerns at South West...
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Passenger Focus’s initial letter to the Office of Rail Regulation...

You will be aware that South West Trains is introducing a new tier of ticket prices for the...
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Letter from the Secretary of State regarding South West Trains off peak...

Thank you for your letter of 23 March. I appreciate your view that the recent South West Trains off...
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Changing trains – what will New Cross Country passengers need? Final...

In order to establish the extent to which passengers would be affected by the Department for...
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Passenger experiences of overcrowding on routes in the Bristol area

This report summarises the journey experience of 17 commuters who kept daily records of their...
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Getting to the station – Summary of research conducted in the East...

Getting to and from the station is an integral part of travelling by train. As part of its input to...
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Getting to the station – Findings of research conducted at Grays

Getting to and from the station is an integral part of travelling by train. As part of its input to...
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Getting to the station – Findings of research conducted at Witham

Getting to and from the station is an integral part of travelling by train. As part of its input to...
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Getting to the station – Findings of research conducted in the East...

Getting to and from the station is an integral part of travelling by train. As part of its input to...
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Getting to the station – Findings of research conducted at Royston

Getting to and from the station is an integral part of travelling by train. As part of its input to...
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Getting to the station – Findings of research conducted at Harlow...

Getting to and from the station is an integral part of travelling by train. As part of its input to...
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Letter from Passenger Focus Chairman, Colin Foxall, to the Secretary of...

When we met recently, I said that I had some concerns about the way some TOCs might behave under...
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Board meeting minutes – 13 December 2006

Minutes from the Passenger Focus Board meeting on 13 December 2006.
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Mystery shop of rail ticketing retailing – On-train report

Passenger Focus commissioned Continental Research to carry out a mystery shopping programme to...
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Mystery shop of rail ticketing retailing – Online report

Passenger Focus undertook a mystery shopping programme to review the performance of a number of...
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Mystery shop of rail ticketing retailing – Ticket machine report

As part of Passengers Focus remit to monitor and improve rail travel services to passengers a...
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Mystery shop of rail ticketing retailing – Ticket office report

Passenger Focus commissioned Continental Research to carry out a mystery shopping programme to...
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Mystery shop of rail ticketing retailing – Telesales report

Passenger Focus commissioned Continental Research to carry out a mystery shopping programme to...
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Mystery shop of rail ticketing retailing – Summary

The latest results of the Passenger Focus National Passenger Survey indicate that almost one in...
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Passenger Focus’s formal response to Southeastern’s consultation on...

RPC [Passenger Focus predecessor organisation], London TravelWatch and the significant number of...
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Passenger Focus letter to the ORR – The leasing of rolling stock for...

Our original submission to ORR set out our concerns with the existing rolling stock market and the...
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Passenger Focus response to the Department for Transport’s consultation...

Passenger Focus, the national consumer organisation for rail passengers in Great Britain, makes the...
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Board meeting agenda – 14 February 2007

The agenda from the Passenger Focus Board meeting on 14 February 2007.
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Letter from the Department for Transport regarding Cross Country services

Thank you for your letter of 17 November asking for the evidence underpinning our proposals for the...
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Passenger Focus report to Cheshire County Council on access requirements...

The purpose of this report is to present the case for improvements to the accessibility of Chester...
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Department for Transport response to Passenger Focus recommendations for...

We welcome your input to the New Cross Country (NCC) consultation process, one of 302 responses...
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Passenger Voice – Issue one

The latest National Passenger Survey (NPS), published by Passenger Focus in January, demonstrated...
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National Passenger Survey – Autumn 2006 results

The National Passenger Survey (NPS) provides a network-wide picture of passengers’ satisfaction...
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Department for Transport letter in response to First Capital Connect...

Thank you for your letter of 20 November outlining the capacity issues facing First Capital Connect...
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Passenger Focus response to the Office of Rail Regulation regarding...

There are clear advantages arising from the WSMR proposals. It will provide additional services for...
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Passenger Focus response to Network Rail’s North West Route Utilisation...

North West rail passengers have recognised the progress that has been made by the industry to...
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Passenger Focus response to the Office of Rail Regulation’s sustainable...

The consultation offers positive solutions to an area which has not yet been thoroughly explored by...
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Passenger Focus response to the Brighton Main Line Route Utilisation...

Passenger Focus is the independent champion for rail passengers in Great Britain and exists to...
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Passenger Focus response to the Conservative party review of the rail...

As the statutory, independent body representing the interests of rail passengers, Passenger Focus...
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Board meeting minutes – 13 September 2006

This document contains minutes from the Passenger Focus Board meeting that took place on 13...
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Board meeting minutes – 12 July 2006

Minutes of Passenger Focus Board meeting on 12 July 2006.
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Board meeting agenda – 13 December 2006

This is the agenda for the Passenger Focus Board meeting on 13 December 2006.
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Examples of January 2007 fare increases

This document explores compares fare revisions between train operating companies.
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Consultation on implementation of the Brighton Mainline Route Utilisation...

On 29 September 2006 the Department for Transport (DfT) issued a consultation document on options...
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Passenger Focus response to Network Rail’s Scotland Route...

The numbers of people travelling by rail are increasing. Performance on the railways is steadily...
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Passenger Focus in Wales – key activities in Wales

Passenger Focus undertakes a number of targeted research projects to support specific campaigns....
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Passenger Focused Franchises conference – feedback results

This document contains feedback from the Passenger Focused Franchises conference Wednesday 8...
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Letter to Department for Transport regarding First Capital Connect Rolling...

Letter to the Director General, Rail, DfT, about First Capital Connect's evening peak restrictions.
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Letter to Department for Transport regarding new Cross Country franchise

A letter to the Divisional Manager of the DfT about the tender for the new Cross Country franchise.
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Overcrowding: a passenger perspective

This paper takes a look at overcrowding from a passenger perspective. It draws together some of the...
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Passenger Focus response to Network Rail’s Scotland RUS Draft for...

The numbers of people travelling by rail are increasing. Performance on the railways is steadily...
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Presentation on First Capital Connect evening peak restrictions given at...

Presentation about First Capital Connect evening peak restrictions delivered at a public meeting in...
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Local and regional input into franchises – The PTE perspective...

Presentation by Robert Smith, Services Director of Centro, for the Passenger Focused Franchises...
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A world class station for a world class city – presentation by...

Presentation by Mikes Chambers of Network Rail about the Birmingham Gateway.
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Passengers’ priorities for new franchises – Anthony Smith’s...

Presentation by Anthony Smith, Chief Executive of Passenger Focus, for the Passenger Focused...
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Passenger Focused Franchises conference – final delegate list

Final delegate list for the Passenger Focused Franchises conference.
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Final programme – Passenger Focused Franchises conference

Agenda for the Passenger Focused Franchises conference.
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Passenger Rail Franchising – evidence given to Transport Select...

A memorandum about Passenger Rail Franchising to the Transport Committee from Passenger Focus.
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Passenger Focus response to Wales Transport Strategy Consultation

This document contains Passenger Focus's response to the Wales Transport Strategy Consultation.
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Adroddiad a Chyfrifon Blynyddol Ffocws ar Deithwyr 2005-2006

Passenger Focus annual report - Welsh translation.
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First Capital Connect – evening peak ticket restrictions research

This research looks into evening restrictions affecting passengers imposed by First Capital Connect.
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Encouraging edge of morning peak travel research – findings and...

During week day peak travel periods (8-9 a.m.) key London rail commuter stations suffer increasing...
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Edge of morning peak travel – Research findings prepared for...

A report prepared by Consolidated Communications for Passenger Focus about peak travel times.
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Presentation by Anthony Smith, Passenger Focus Chief Executive, to fleet...

Presentation by Chief Executive of Passenger Focus, Anthony Smith, at the fleet reliability...
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Rolling stock – letter to Office of Rail Regulation regarding market...

Letter to the Office of Rail Regulation about its 'second-hand' rolling stock.
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Passenger requirements of rail fares – quantitative research by...

The broad objective of this research is to find out how passengers view current fare levels and...
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7 ways to save

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Passenger Focus’ response to Department for Transport proposals for...

This evidence informs our input to specific franchise consultations at route level. Where...
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Passenger Focus’s response to Department for Transport proposals for...

In June 2006, the Department for Transport consulted on its proposals for the new East Midlands...
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What passengers want from the new West Midlands franchise – an...

In June 2006, the Department for Transport consulted on its proposals for the new West Midlands...
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What passengers want from the new Cross Country franchise – an...

In June 2006, the Department for Transport consulted on its proposals for the new Cross Country...
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Passenger Focus’s response to Department for Transport proposals for...

This evidence informs our input to specific franchise consultations at route level. Where...
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What passengers want from the new East Midlands franchise – an...

In June 2006, the Department for Transport consulted on its proposals for the new East Midlands...
Read more

Board meeting agenda – 13 September 2006

Minutes from Passenger Focus Board meeting on 13 September.
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Board meeting minutes – 10 May 2006

Minutes of Passenger Focus Board meeting on 10 May 2006.
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Passenger Focus Board meeting minutes – 7 February 2006

Meeting from Passenger Focus Board 7 February 2006.
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Rail Passengers Council board meeting minutes – 11 January 2006

Minutes from the Rail Passengers Council board meeting on 11 January 2006.
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Passenger Focus Board meeting minutes – 7 March 2006

Passenger Focus Board meeting minutes from 7 March.
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Rail Passengers Council board meeting minutes – 14 December 2005

Minutes from the first meeting of the Rail Passengers Council on 14 December 2005.
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Rail Passengers Council board meeting minutes – 26 July 2005

Minutes from the first meeting of the Rail Passengers Council on 26 July 2005.
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Rail Passengers Council board meeting minutes – 5 September 2005

Minutes from the second meeting of the Rail Passengers Council on Wednesday 07 September .
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Board meeting minutes – 13 June 2006

Minutes from Passenger Focus Board meeting on 13 June 2006.
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Rail Passengers Council board meeting minutes – 12 October 2005

Minutes from the first meeting of the Rail Passengers Council on 12 October 2005.
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Section 76 (5) referral to the Secretary of State for Transport –...

Letter from Passenger Focus to Director General, Rail, Department for Transport about Section 76...
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c2c’s timetable consultation – Passenger Focus report

Passengers were consulted about c2c’s plans to make changes to the December 2006 timetable and...
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Findings of a review of the National Passenger Survey by Roberts-Miller...

This document explores the findings of the National Passenger Survey.
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National Passenger Survey opportunity to tender – pre-qualification...

The purpose of this questionnaire is to assist Passenger Focus in deciding which suppliers to...
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National Passenger Survey opportunity to tender – descriptive...

A document containing information about tendering procedures.
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Cynllun Corfforaethol – Corporate plan 2006-2009 – Welsh...

Corporate plan Welsh translation.
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National Passenger Survey – Detailed technical survey overview...

This document provides a technical overview of ticket buying facilities, train times, cleanliness...
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National Passenger Survey – Detailed technical survey overview...

The National Passenger Survey questionnaire helps Passenger Focus represent the views of rail...
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National Passenger Survey – Detailed technical survey overview...

This document details journey purpose definitions.
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National Passenger Survey – Detailed technical survey overview...

National Passenger Survey in Welsh.
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National Passenger Survey – user guide

This document provides guidance on how to use National Passenger Survey data and outlines the types...
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National Passenger Survey – Detailed technical survey overview...

National Passenger Survey (NPS) Detailed technical survey overview Appendix D sampling plan. This...
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National Passenger Survey – Detailed technical survey overview...

National Passenger Survey (NPS) Detailed technical survey overview Appendix D sampling plan. This...
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National Passenger Survey – Detailed technical survey overview

This document outlines the methodology used in the Spring 2006 National Passenger Survey which...
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National Passenger Survey – Detailed technical survey overview...

National Passenger Survey Detailed technical survey overview Appendix F main survey weighting...
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Passenger Focus Annual Report and Accounts 2005-06

This is Passenger Focus's first annual report setting out eight months' activity since its...
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Putting rail passengers first information leaflet (Welsh version) –...

"Putting rail passengers first" information leaflet (Welsh version)
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Passengers’ requirements of rail fares – quantitative research...

In March 2006, Passenger Focus commissioned an independent research agency to carry out 14...
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Community Rail Awards 2006 – brochure

The Community Rail Awards recognises excellence and best practice in Community Rail Development...
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Light at the end of the tunnel? The impact of Chiltern Railways’...

This report seeks to identify how Chiltern Railways dealt with the serious challenge on the night...
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Railfuture rail campaigners’ conference flyer

Rail Campaigners' conference at Staffordshire University gets campaigners together to talk about...
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Passenger Focus Freedom of Information Publication Scheme

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Just the ticket – factsheet on buying a ticket

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Renewing season tickets – factsheet

Are you making the most of your season ticket? Train companies offer savings and other benefits on...
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Passenger Voice Rail Spring 2011 London

In this issue: – Priorities for 2011 – c2c rail deal welcomed – Plans on the table
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National Passenger Survey – Spring 2006 wave

The National Passenger Survey (NPS) provides a network-wide picture of passengers’ satisfaction...
Read more

Passenger Focus corporate plan 2006-2009

Passenger Focus?s mission is to get the best deal for Britain?s rail passengers. To do this, we...
Read more

Proposals for the Mayor of London’s rail powers beyond the London...

Passenger Focus recognises that there are issues with the Mayor of London?s rail powers that need...
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Passenger research findings – Ipswich to Lowestoft and Ipswich to...

In December 2004 a new train timetable was introduced on the Ipswich to Lowestoft (East Suffolk)...
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Passenger Focus response to The Scottish Executive’s...

Passenger Focus welcomes the opportunity to comment on the above consultation. Passenger Focus...
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Greater Western franchise – December 2006 timetable briefing document

Passengers and stakeholders across the new Greater Western franchise area have expressed widespread...
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Evidence given to the House of Commons Transport Select Committee inquiry...

RPC welcomes the Transport Committee?s investigation into these areas of ticketing and fares as it...
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Passenger Focus letter to the Secretary of State for Transport regarding...

At our April fares conference we presented the preliminary findings of the qualitative phase...
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Passenger Focus response to the Greater Western franchise December 2006...

Whilst we admire the skill with which much of the timetable planning has been done, we are...
Read more

Passenger requirements of rail fares – Qualitative research report...

This research was commissioned by Passenger Focus to find out about passengers views and attitudes...
Read more

Summary of passenger views from Passenger Focus snapshot survey at...

This snapshot survey was conducted by Passenger Focus as part of activities to profile the newly...
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Welsh member appointed to Passenger Focus board – Welsh Assembly...

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Un-fare? The future of fares and ticketing in Great Britain –...

Various presentations and feedback from the Passenger Focus 'Un-fare? The future of fares and...
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Passenger Focus response to The Scottish Executive ‘Closures and...

Passenger Focus welcomes the opportunity to comment on the draft closures guidance. Passenger...
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Passenger Focus response to DfTs ‘Closures and minor...

Passenger Focus welcomes the opportunity to comment on the draft Closures Guidance. Passenger...
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Passenger requirements of rail fares – Value for money by ticket

Value for money rating by ticket used for travel (National Rail Passenger Survey, Autumn 2005,...
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Passenger requirements of rail fares – Qualitative research summary

To explore passenger awareness and views on the range of tickets available, determine what...
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The Brighton mainline Route Utilisation Strategy – Making it work...

This paper is issued by London TravelWatch and Passenger Focus to show how the principles of the...
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Making rail accessible for all – A report by the Association of...

In December 2005, the Association of Community Rail Partnerships was commissioned by what was then...
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Flyer for Fleet Reliability conference

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Brighton mainline Route Utilisation Strategy postcard questionnaire...

This paper is issued by London TravelWatch and Passenger Focus to show how the principles of the...
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Summary of Passenger Focus response to the South Western franchise and...

Passenger Focus responded to the South Western franchise consultation document issued by the...
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Passenger Focus response to DfTs South Western franchise consultation

Passenger Focus welcomes the opportunity to comment on the aims and objectives of the franchise and...
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Passenger Focus response to Network Rail’s South West Mainline Rail...

Passenger Focus welcomes the opportunity to comment on the South West Main Line Route Utilisation...
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5 minutes of your time to answer 5 questions

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Passenger Focus pub quiz – full league table

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A customer-led approach to rail

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What passengers want from stations – A report by the Rail Passengers...

Stations are the gateway to the rail network for all passengers – and many passengers are...
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‘Putting rail passengers first’ leaflet 2006

Passenger Focus is the independent national rail consumer watchdog. Our mission is to get the best...
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National Passenger Survey – Autumn 2005 wave

The National Passenger Survey (NPS) provides a network-wide picture of passengers? satisfaction...
Read more

Passenger Voice stakeholder bulletin – issue one

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Corporate Plan 2006-9 – draft for consultation

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NPS Spring 2010 – TOC report – First Gree

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Passenger comments on London Midland ticket office opening-hours plans

Read more

NPS Spring 2010 – TOC report – First Gree

Read more

NPS Spring 2010 – TOC report – First Gree

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cookielawinfo-checkbox-functional11 monthsThe cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checkbox-necessary11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".
cookielawinfo-checkbox-others11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-performance11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
csrftoken1 yearUsed to help protect the website against Cross-Site Request Forgery attacks
JSESSIONIDpastGeneral purpose platform session cookies that are used to maintain users' state across page requests.
MS030 minutesThis cookie is set by Microsoft to identify a particular session.
MSFPC1 yearThis cookie is set by Microsoft to recognize unique web browsers that visit Microsoft sites. It is used for advertising, site analytics, and other operational purposes.
viewed_cookie_policy11 monthsThe cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.
Functional
Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.
Performance
Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
Analytics
Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.
CookieDurationDescription
_ga2 yearsThe _ga cookie, installed by Google Analytics, calculates visitor, session and campaign data and also keeps track of site usage for the site's analytics report. The cookie stores information anonymously and assigns a randomly generated number to recognize unique visitors.
_gat_gtag_UA_2339728_11 minuteThis cookie is set by Google and is used to distinguish users.
_gid1 dayInstalled by Google Analytics, _gid cookie stores information on how visitors use a website, while also creating an analytics report of the website's performance. Some of the data that are collected include the number of visitors, their source, and the pages they visit anonymously.
_session_id3 daysThe cookie is used for storing information about the user session with a unique session ID. It stores the information like referrer, landing page etc.
CONSENT16 years 3 months 24 days 10 hoursThese cookies are set via embedded youtube-videos. They register anonymous statistical data on for example how many times the video is displayed and what settings are used for playback.No sensitive data is collected unless you log in to your google account, in that case your choices are linked with your account, for example if you click “like” on a video.
Google Analytics
vuid2 yearsVimeo installs this cookie to collect tracking information by setting a unique ID to embed videos to the website.
Others
Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.
CookieDurationDescription
__putma20 yearsNo description available.
_ptref1 dayNo description available.
_vizia_sessionsessionNo description
CX_4019212031 yearNo description
CX_4019221161 yearNo description
DcLcid3 monthsNo description available.
ep20130 minutesThis cookie is set by the provider Surveymonkey. This cookie is used for statistical analysis and website optmization. It gathers information on user's interaction with the SurveyMonkey- Widget on thewebsite.
ep2033 monthsNo description available.
FormsWebSessionId1 monthNo description
glassbox-session-id30 minutesNo description available.
MC11 yearNo description available.
SMsessionNo description available.
smcx_0_last_shown_atsessionNo description available.
SRM_B1 year 24 daysNo description available.
undefinedneverNo description available.
usenewauthrollout1 monthNo description
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