Working in partnership with London TravelWatch

Rail industry efforts to make passengers feel safer working

13 May 2016

Stopping rowdy passengers from boarding some trains and increasing the presence of staff have made passengers feel safer.*

Our latest report reveals that Network Rail and train company initiatives to improve passengers’ sense of safety at stations and on trains have worked. One such initiative was by Merseyrail which stopped very drunk passengers from using its services.

Anthony Smith, Transport Focus chief executive, said:
“We’ve found that the actions taken by the rail industry over recent years to make passengers feel safer have worked. Naturally some initiatives have been more successful than others. A visible staff presence has stood out as really reassuring passengers.
“The industry must build on the findings of this report by continuing its focus on making passengers feel safe.”

Key findings of the report, Passenger perceptions of personal security on the railways, include:

  • anti-social behaviour by other people at the station and on the train continues to be the biggest reason for concern over personal security for passengers
  • a visible staff presence at stations and on trains reassures passengers and enhances their perception of security
  • passengers feel particularly vulnerable after dark, so more staff at these times can help
  • targeted and time-limited bans of alcohol which are enforced and communicated properly to passengers can be effective
  • live-monitored CCTV and linked help points should be provided at stations where there isn’t a staff presence.

To download the report from the Transport Focus website please click the link below:
Passenger perceptions of personal security on the railways

* Passenger satisfaction with personal security on the train in the autumn 2015 National Rail Passenger Survey (NRPS) was 79 per cent. The autumn 2011 score was 76 per cent. Satisfaction with personal security at the station in the autumn 2015 NRPS was 73 per cent. The autumn 2011 score was 65 per cent.

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