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CrossCountry passenger research

When new franchise deals are negotiated we want to see passenger views at the heart of the decisions about their services. That’s why we carry out bespoke research into the passenger perspective.

The present CrossCountry franchise, operated by Arriva UK Trains, is due to end in October 2019. This follows the Department for Transport (DfT) awarding a new, short-term franchise to the existing operator (known as a direct award) in September 2016.

Transport Focus carried out research to establish the passenger perspective on the CrossCountry service and passengers’ aspirations for the future. The findings were used to inform the Department for Transport (DfT) and CrossCountry Trains as they discussed the scope of the direct award contract. The ultimate aim of the research was to establish what passengers want from this franchise.

Click the download button, below, to explore the agency report in more detail.

When the formal franchise consultation is launched in preparation for the next competition we will prepare a full response, drawing on all our research, and publish it on our website.

  • CrossCountry Passenger Research Agency Report
  • Train

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