Avanti and TransPennine Express disruption – passenger experiences

30 November 2022

Independent watchdog Transport Focus spoke to more than 1000 Avanti and TransPennine Express passengers, following months of disruption to rail services.

We carried out the survey between 11 and 18 November, asking about travel in the previous 28 days.

Key findings were:

• 28 per cent of Avanti passengers said they experienced a change/cancellation or delay to their journey and 22 per cent on TransPennine Express
• just over four in 10 (44 per cent) passengers rated Avanti’s communication about delays as good and 46 per cent for TransPennine Express
• crowding was an issue on many journeys – a quarter of Avanti passengers and just over two in 10 (22 per cent) of TPE said the level of crowding was poor. However 55 per cent of Avanti passengers and 57 per cent of TPE said that the level of crowding was good
• overall 78 per cent of Avanti passengers were satisfied with their journey and 77 per cent of TransPennine Express.