Returning rail passengers have their say in new survey

22 October 2021

Almost nine in 10 rail passengers were satisfied with their last journey in a new survey by independent watchdog, Transport Focus.

The Rail User Weekly Survey, which launches today, tracks passenger satisfaction week by week as passengers return to rail travel.

Passengers rated how satisfied they were with their overall journey, the punctuality of their service, the value for money of their ticket and a number of Covid-related measures.

The survey found:

  • 88 per cent of rail passengers were satisfied with their overall journey
  • almost two thirds (65 per cent) of passengers were satisfied with value for money of the ticket
  • passengers were most satisfied with the time their journey was scheduled to take at 90 per cent
  • passengers were least satisfied with the number of people wearing face coverings at 51 per cent
  • 85 per cent of passengers were satisfied with how punctual their train was
  • 13 per cent were actively dissatisfied with the level of crowding on their train journey.

Anthony Smith, chief executive of the independent watchdog Transport Focus, said:

“As we emerge from the pandemic and passengers return to the railway it’s vital that they get a good service.

“Operators must continue to focus on delivering a reliable service which delivers on their key priorities – a punctual, reliable, clean train, with enough room to sit and stand and value for money fares.”

What passengers say

One passenger said: “The train arrived on time, it appeared clean, there was accurate information available on the train​.”

Another complained about the crowding on their service saying: “The train was packed. No social distancing and I was the only person wearing a mask. I felt very unsafe.”

This weekly survey is intended to provide regular feedback from passengers about the journeys they have made by train. The survey will provide further insight as more passengers start to travel, in advance of a new rail passenger experience survey launching next year.


Passengers completed an online survey about their experiences of travelling with train operators in Great Britain. Results are based on 450 passenger experiences between 13-17 October 2021.

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by rail and how satisfied they were with their most recent journey (made in the last seven days).

Results will be published on a weekly basis and the data will be made available on our data hub soon.

Press office

Members of the media can contact the Transport Focus press office during office hours on 0300 123 2170. 

For urgent out of hours media enquiries please call 0300 123 2181.

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