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Correspondence

European entry/exit system implementation: impact on road users

In November a new European entry and exit system is being introduced which may cause delays for...
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West Midlands Trains ticket office proposals – Transport Focus response

On 31 October 2023 Transport Focus objected to train company proposals to close ticket offices....
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Watchdog challenges National Highways to do better over maintenance of...

Transport Focus represents the interests of all users of the motorways and major ‘A’ roads...
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Transparency regarding P Code cancellations – correspondence with...

Transport Focus believes it is important to have transparency, including for each train operator,...
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Passenger rights when train timetables are changed after ticket purchase

Transport Focus supports the rail industry’s Smarter Information Smarter Journeys initiatives to...
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Sold out trains – correspondence with rail industry

Transport Focus is concerned that passengers buying tickets online can see ‘sold out’ against...
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Rail replacement bus and coach services – correspondence with rail...

Transport Focus is concerned that operation of planned rail replacement bus and coach services may...
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Marston Vale services

Rail services on the Marston Vale line have been suspended since December 2022, with a rail...
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Avanti timetable disruption – correspondence

Avanti West Coast has had a series of short-notice cancellations caused by staff shortages. It...
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Maintenance of signs: watchdog seeks action from National Highways

Transport Focus wrote to National Highways on 25 August 2021 seeking action to improve the...
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Suspension of services over Christmas – correspondence with Southern...

On Wednesday 5 January Transport Focus sent a letter to Angie Doll, managing director at Southern...
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LNER proposed ticket office changes – Transport Focus response

LNER has proposed changes to the ticket office opening hours at 13 of its stations. Under the...
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Transport Focus responds to Senedd Committee call for priorities

Transport Focus has submitted a response to the Senedd Climate Change, Environment and...
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Motorway services – meeting summer demand and keeping road users...

With restrictions eased, journeys by road are increasing. A boom in domestic travel is likely as...
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Highways England response – cyclists, equestrians and pedestrians

The letter you can download below is Highways England’s formal response to the recommendations...
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Disruption caused by train safety checks – correspondence with the...

Transport Focus chief executive Anthony Smith wrote to the Rail Delivery Group on 10 May regarding...
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Social distancing review letter

As part of the roadmap out of lockdown, the UK Government is undertaking a review of social...
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All-lane running smart motorways: the driver’s view

Road user watchdog Transport Focus has carried out research into the driver’s view about all-lane...
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Christmas travel window – letter to rail operators

Transport Focus has written to rail operators on behalf of those who intend to travel during the...
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Compulsory seat reservations on rail – letter to industry

Transport Focus has raised concerns with the rail industry about confusion over compulsory...
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‘Informed traveller’ correspondence

For passengers to plan rail journeys, let alone buy tickets, they need to know what is running...
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Road user watchdog seeks action on smart motorways

In November 2019 and January 2020 Transport Focus chief executive Anthony Smith wrote to the...
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Letter to bus industry about poor performance in west of England

We wrote to a number of bus operators about poor performance in the west of England, setting out...
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Transport Focus seeks answers from Network Rail about London Victoria...

Transport Focus chief executive Anthony Smith has written to Network Rail seeking answers on behalf...
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Watchdog sets out concerns about delays and cancellations on TransPennine...

Transport Focus chief executive Anthony Smith has set out his concerns about the poor service...
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Transport Focus objects to ticket office closure at Newport, Essex

In 2019 train company Greater Anglia consulted on its proposal to close the ticket office at...
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Disruption on Greater Anglia’s rural routes and advance notice of rail...

Transport Focus keeps a close eye on the service the rail industry is delivering to passengers. On...
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Transport Focus letter to West Midlands Trains

Following significant disruption for rail passengers in and around the West Midlands, Transport...
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Great Western timetable change letters

In October, Transport Focus chief executive Anthony Smith wrote to Great Western Railway, Network...
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A628 – early road closure – Transport Focus correspondence

On 29 August 2019 a road user came across signs saying that the A628 was closed – this is the...
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Watchdog letter to rail industry – heat-related disruption

In July 2019 we wrote to the Rail Delivery Group to highlight passengers' poor experiences during...
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Highways England response to Transport Focus roadside facilities research

In July 2019 Highways England responded to findings and recommendations made in a number of...
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Senior Information Risk Owner’s annual assessment on information risk

A letter from the Senior Information Risk Owner to Transport Focus's Chief Executive regarding the...
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Highway England response to Transport Focus smart motorway research

In September 2017 Transport Focus published Getting to the heart of smart – road user experience...
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Timetable crisis: watchdog sets out long-term issues for regulator to...

It’s vital that the rail industry tackles the underlying issues causing late publication of...
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Transport Focus submissions to the Glaister Inquiry into rail timetable...

On 4 June 2018 the Secretary of State for Transport announced that an inquiry would be undertaken...
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Rail timetable disruption Board meeting – correspondence

Unprecedented delays, confusion and cancellations have made life miserable for many Northern and...
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Highways England’s response to Transport Focus incidents and roadworks...

In November 2016 Transport Focus published Incidents and roadworks: A road user perspective setting...
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Rail disruption following new timetable – correspondence

Unprecedented delays, confusion and cancellations have made life miserable in recent weeks for...
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Letter to Secretary of State on warnings of rail engineering works

In March 2018 Transport Focus wrote to the Secretary of State for Transport Chris Grayling MP,...
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A14 – White lining and cats eyes – Transport Focus correspondence

In December 2017 Transport Focus wrote to Highways England expressing concern about the poor...
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Letter to Mayor of Greater Manchester on compensation for rail passengers

Transport Focus wrote to Mayor of Greater Manchester Andy Burnham about rail performance and the...
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A1(M) at Peterborough disruptions – Transport Focus correspondence

In June 2017, the main southbound access onto the A1(M) at Peterborough was closed completely for...
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Advance notice of rail engineering works – correspondence

Transport Focus keeps a close eye on the rail industry’s obligations to ensure timetable changes...
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Motorway disruption – Transport Focus correspondence

On 19 September 2017 the M1 motorway was closed between Northampton and Milton Keynes for several...
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Welsh language report 2016-17

We wrote to the Welsh language commissioner to report on how we dealt with Welsh language issues in...
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Dart Charge user experience – Transport Focus correspondence

The Dartford Crossing is the bridge (southbound) and tunnels (northbound) that cross the Thames and...
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Dartford crossing for cyclists – Transport Focus correspondence

The Dartford Crossing is the bridge (southbound) and tunnels (northbound) that cross the Thames and...
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Senior Information Risk Owner’s annual review to the Accounting Officer

The annual opinion to support the governance statement in the Annual Report 2015-16.
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M6 disruption – Transport Focus correspondence

On 4 February 2016 a fatal accident closed the M6 motorway for almost 24 hours causing significant...
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Operation Stack inquiry – Transport Focus’s written evidence...

The Transport Committee took evidence on the impact of Operation Stack on 14 October 2015 following...
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Shaw Review – Transport Focus response

The Shaw Review is looking at the future shape and financing of Network Rail. As part of this...
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Highlighting the needs of road users: Operation Stack correspondence

In recent weeks Operation Stack on the M20 has been a major problem for users of the motorways and...
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National Task Force – Chris Burchell – correspondence –...

This is a letter to Anthony Smith, Transport Focus's chief executive, from Chris Burchell on behalf...
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Letter to Mark Carne, Network Rail’s chief executive, about the...

This is a letter from Anthony Smith, Passenger Focus's chief executive, to Mark Carne, Network...
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Passenger Focus’s analysis and recommendations for the East Midlands...

The current East Midlands franchise – operated by Stagecoach-subsidiary East Midlands Trains...
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Improving ticket vending machines at stations – letter and...

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Letter about Valley Lines disruption (Arriva Trains Wales)

In July 2014 passengers on the Arriva Trains Wales (ATW) Valley Lines network experienced two days...
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Letter to Government and regulator on East Coast disruption

Passenger Focus has written to the rail regulator and the government following severe disruption on...
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British Transport Police strategy and financial plans 2013-18, policing...

Passenger Focus was invited by the British Transport Police (BTP) to comment on the BTP's strategy,...
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Brown review of franchising – Passenger Focus response

Much of the debate about the future of rail franchises centres on structures and financing – now...
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Telling passengers about disruption – Passenger Focus letter to the...

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Telling passengers about Christmas disruption – Passenger Focus...

Passenger Focus has asked the Office of Rail Regulation to investigate if Network Rail and train...
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Brown review of franchising – letter to Secretary of State

We wrote to Secretary of State for Transport, Patrick McLoughlin, following our submission to the...
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Passengers and rail franchise replacement – letter to Steve Gooding,...

This letter to Steve Gooding, director general of domestic transport, at the Department for...
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Passenger Focus email submission sent to the Office of Fair Trading

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British Transport police: 2012/13 Budget and draft policing plan

I am very pleased to inform you of the Authority's decision to set the overall PSA charge for the...
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Passenger Focus response to the rail industry’s Initial Industry...

This document provides Passenger Focus’s response to the rail industry’s Initial Industry Plan...
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Letter to East Midlands trains objecting to ticket office changes –...

East Midlands Trains has proposed to reduce the opening hours of the booking office at Melton...
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Letter from London Midland on proposed changes to Schedule 17 of the...

The basis for any proposal to change ticket office opening hours must be that usage has changed...
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London Midland’s proposed changes to Schedule 17 of the Ticketing...

Letter to Richard Brooks Head of Station Staffing Projects London Midland
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Passenger Focus letter to Robin Gisby on Integrated Train Planning System

Thank you for copying me into your correspondence with Michael Lee regarding the Integrated Train...
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Proposed changes to ticket office hours on South West Trains

South West Trains hereby gives notice of the proposal to alter the schedule 17 hours as major...
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London and South East RUS – Update for rail users – February...

An update from passenger manager, Sharon Hedges, regarding the London and South East Route...
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Passenger Focus letter to Dr Mike Mitchell regarding First Capital Connect...

I am becoming increasingly concerned about the situation at First Capital Connect, particularly on...
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Passenger Focus letter to Mary Grant regarding First Capital Connect...

I am becoming increasingly concerned about the situation at First Capital Connect, particularly on...
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Letter to East Midlands Trains regarding proposal to install gates at...

Passenger Focus was disappointed to hear of the action taken by East Midlands Trains (EMT) in...
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Letter to First Capital Connect regarding ticket office opening hours

A Passenger Focus letter to First Capital Connect regarding ticket office opening hours.
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Letter to Office of Rail Regulation regarding East Coast Main Line...

I am writing regarding the current applications for additional track access rights on the East...
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Passenger Focus letter to Dr Mike Mitchell, DfT regarding ‘Ghost...

You will be aware of concerns arising from the recent timetable change on CrossCountry services....
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Passenger Focus follow up letter to National Express East Coast regarding...

Thank you for your letter dated 23 December 2008 and the clarifications provided. We will monitor...
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Passenger Focus letter to ORR regarding West Coast Main Line disruption

I am writing on behalf of passengers who have suffered delays and disruption on the West Coast Main...
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Letter from National Express East Coast regarding ticket gates at York...

Thank you for your letter to David Franks (who is on annual leave) regarding National Express East...
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Passenger Focus letter to National Express East Coast regarding automatic...

Passenger Focus is aware that the plan to introduce automatic ticket gates at York station has been...
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Passenger Focus letter to East Midlands Trains regarding proposal to...

I am writing to set out our concerns about the proposal to install ticket gates at Sheffield...
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Passenger Focus letter to the ORR setting out proposed passenger benefits...

Passenger Focus has been working closely with London TravelWatch, train operating companies and the...
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Letter from Ruth Kelly MP – Secretary of State for Transport –...

Thank you for inviting me to address your conference last week. I was pleased to hear that the rest...
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Passenger Focus letter to the ORR regarding proposed passenger benefits to...

Passenger Focus has been working closely with London TravelWatch, train operating companies and the...
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Letter from Department for Transport regarding West Coast Main Line...

Thank you for your letter of 10 November concerning the proposed changes to train services along...
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Second letter from Passenger Focus chairman, Colin Foxall, to Andrew...

I will not hide that I am disappointed by your response. Of course we welcome your commitment to...
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Response to Passenger Focus chairman, Colin Foxall, from Andrew Haines,...

The franchise regime establishes fares baskets as an appropriate mechanism to ensure that...
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Initial letter from Passenger Focus chairman, Colin Foxall, to Andrew...

When we met last week we discussed FGW?s performance and prospects for its improvement. You said...
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Letter from Passenger Focus chief executive, Anthony Smith, to Network...

No one is in any doubt about the amount of work now being done on Britain’s railway. This work is...
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Letter from Passenger Focus chief executive, Anthony Smith, to the ORR...

The ongoing engineering overruns at Liverpool Street and Rugby yet again beg the question about...
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Passenger Focus letter to DfT requesting draft timetables or details of...

Many thanks for sending Julie Warburton a copy of the letters you sent to RUGs addressing their...
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Letters to and from the ORR regarding South West Trains off-peak fare rises

You will be aware from subsequent events and discussions that Passenger Focus remains concerned at...
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Passenger Focus letter to Douglas Alexander, Secretary of State for...

During our recent discussions we have received the impression that the Department is now moving...
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Passenger Focus letter to the Office of Rail Regulation regarding South...

We wrote on 26 April (copy attached for ease of reference) setting out our concerns at South West...
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Passenger Focus’s initial letter to the Office of Rail Regulation...

You will be aware that South West Trains is introducing a new tier of ticket prices for the...
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Letter from the Secretary of State regarding South West Trains off peak...

Thank you for your letter of 23 March. I appreciate your view that the recent South West Trains off...
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Letter from Passenger Focus Chairman, Colin Foxall, to the Secretary of...

When we met recently, I said that I had some concerns about the way some TOCs might behave under...
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Letter from the Department for Transport regarding Cross Country services

Thank you for your letter of 17 November asking for the evidence underpinning our proposals for the...
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Department for Transport response to Passenger Focus recommendations for...

We welcome your input to the New Cross Country (NCC) consultation process, one of 302 responses...
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Department for Transport letter in response to First Capital Connect...

Thank you for your letter of 20 November outlining the capacity issues facing First Capital Connect...
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Letter to Department for Transport regarding First Capital Connect Rolling...

Letter to the Director General, Rail, DfT, about First Capital Connect's evening peak restrictions.
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Letter to Department for Transport regarding new Cross Country franchise

A letter to the Divisional Manager of the DfT about the tender for the new Cross Country franchise.
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Rolling stock – letter to Office of Rail Regulation regarding market...

Letter to the Office of Rail Regulation about its 'second-hand' rolling stock.
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Section 76 (5) referral to the Secretary of State for Transport –...

Letter from Passenger Focus to Director General, Rail, Department for Transport about Section 76...
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Passenger Focus letter to the Secretary of State for Transport regarding...

At our April fares conference we presented the preliminary findings of the qualitative phase...
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