Commitments from the passenger watchdog as new Business Plan announced

22 May 2024

Transport Focus publishes its new Business Plan today (22 May 2024) which sets out an exciting programme of work over the next three years.  The Plan marks a key milestone for the organisation with a new leadership team and a refresh of the organisation’s structure.

Our commitments to transport users are to work with the people who run the country’s transport network to:

  • Improve transport in ways that matters most to users: This means improving satisfaction in the end-to-end experience for people who travel by bus, train and by road.
  • Make transport safe and accessible for everyone who uses it: Investigating and improving the experience of personal security on bus and train and making travelling by public transport and road far more accessible.
  • Minimise the impact of disruption: When bus and rail passengers are disrupted or drivers encounter significant delays of any kind, every step is taken to ensure disruption is kept to a minimum.
  • Make sure all transport users are listened to: Understanding the barriers to travel, particularly in underrepresented groups such as disabled people or those who are digitally excluded.


The plan builds on the existing success and insight produced on behalf of passengers across public transport and major roads. Our future activity will have a relentless focus on making the maximum impact for all transport users.  We want to make the end-to-end journey significantly better, particularly for disabled people:  from your front door to where you want to get to.

Alex Robertson, Transport Focus Chief executive said: “We’re an organisation that cares passionately about Britain’s transport users and relies on our influence and relationships to make improvements. This ambitious new plan sets out how we’ll do that and I’m looking forward to working with our many stakeholders and transport users on it.”

Transport Focus – Business Plan summary report .


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