Transport User Voice April 2024 – Around Great Britain

28 March 2024

A round up of our work

South West

Great Western Railway passengers will now see improved facilities at Newbury Station.

We recently attended an event to mark the completion of the project, which was a joint effort from Great Western Railway, local authorities, and developers, and included:

  • the refurbishment of the station (including new passenger facilities and new ticket gates)
  • a new cycle hub
  • a multi-storey car park
  • a facelift of the area around the station.

It’s a great example of the passenger benefits that can be achieved through collaboration.

Our other work in the South West of England continues to focus on punctuality and reliability.

Rail users have experienced disruption for some time, particularly in the Thames Valley area. So, it is positive so see that Network Rail has now launched a recovery plan to tackle the infrastructure issues affecting the line between Paddington and Reading.

Passengers understand that investment in maintenance and improvement is needed, but they expect work to be done in the least disruptive way possible. We have been working with Network Rail and its partners to ensure that they undertake effective planning and provide passengers with clear information, as well as support to complete their journeys.


In Glasgow, we attended the ‘Rail Scotland’ conference, bringing the passenger perspective to a wide range of government and industry stakeholders. Our presentation covered the importance of delivering a reliable and punctual railway with challenging performance targets, rail user satisfaction with ScotRail services, and motivations and barriers to rail use.

We also gave evidence to the Net Zero, Energy and Transport Committee, Scottish Parliament. The Committee explored a wide range of issues relating to the rail industry to gain a greater understanding of how ScotRail and the Caledonian Sleeper have organised and delivered rail services since the transfer of operations into public ownership. Our evidence covered value for money, performance, passenger priorities, consulting with passengers to inform future timetables and personal security.


Bus reform is high on the agenda in Wales.

On 5 March, the Welsh Government published its key document Bus reform for Wales: our roadmap to franchising. The document sets out why the change is taking place and the steps that will be taken to make the ambitious plans a reality.

We want to ensure that the passenger is at the heart of these plans. We stand ready to assist the Welsh Government with its work, using our extensive research and experience of what matters to passengers.

London and South East

As we know, train punctuality is important to passengers. So, it was an easy yes to the invitation from Modern Railways to attend this year’s Golden Whistle Awards. It is a key event in the rail industry calendar and recognises the importance of operating a railway that runs on time and the effort that goes into making that happen.

Director Natasha Grice attended and was delighted to present the category of ‘Right time arrivals – London and South East’ – the Golden Whistle for best in class went to Greater Anglia and the Silver Whistle for most improved went to Chiltern Railways.

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