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Complaints and advice

Transport Focus Business Plan

Transport Focus has published its new Business Plan which sets out an exciting programme of work...
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What rail passengers need during extreme heat

The extreme heat experiences of passengers in summer 2022 were unprecedented - with temperatures...
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Transport User Voice – August 2023

In this month’s Transport User Voice we're reminding people to have their say on the proposed...
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Transport User Voice: November 2021

How often passengers told us they expect to travel in future, our director talks about all the...
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Transport User Voice: October 2021

How do passengers feel about travelling now restrictions have eased? Our chief exec talks...
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Making a rail complaint

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Transport Focus welcomes the announcement of a new Rail Ombudsman

Transport Focus welcomes the establishment of The Rail Ombudsman – an independent body with...
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Good news for passengers in north west as rail services restored

Today Northern confirmed that from 30 July it will reintroduce 75 per cent of services removed...
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Appointment of Rail Ombudsman to rule on passenger complaints

Following the announcement that Dispute Resolution Ombudsman has been appointed to run the new Rail...
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Annual report and accounts 2017-18

Transport Focus's Annual Report and Accounts was laid before Parliament on 12 July 2018.
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Goodwill gesture for penalty fare passenger

Two separate ticket inspections failed to spot that Mr F was missing part of his ticket as he...
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Changes to complaints handling guidance consultation – Transport...

Transport Focus acts as an advocate on behalf of passengers and works with rail companies to try...
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Transport User Voice – Case study August 2017

Mr B purchased a ticket with c2c for the 7.28 train into London. He waited at the platform but the...
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Office of Rail and Road ‘Measuring Up’ report –...

Commenting on today’s ‘Measuring up’ report from Office of Rail and Road, Anthony Smith,...
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Rail passenger complaint backlogs: lessons for the future – Great...

Over much of the second half of 2016 and early 2017, Great Western Railway (GWR) had problems with...
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Transport Focus special Board meeting with Virgin Trains West Coast

The Transport Focus Board has called a special meeting with the managing director of Virgin Trains...
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Transport User Voice – Case study

Mr R was travelling from London to Paignton via Exeter with Great Western Railway (GWR). As he has...
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Transport User Voice – new issue out today

The February 2017 issue of Transport User Voice is out now. Click here to read more on: ...
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Which? annual rail survey – Transport Focus response

Today Which? published its latest passenger satisfaction poll. Anthony Smith, chief executive of...
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Rail delays and compensation – what passengers want

The number of passengers claiming the compensation they are owed has almost trebled – but is...
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Transport User Voice – new issue out today

The November 2016 issue of Transport User Voice is out now. Click here to read more on: ...
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Transport User Voice – October 2016 – Case study

In our regular feature, we highlight a recent rail appeal complaint that we have handled. Click...
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Consumer Rights Act – Transport Focus response

Responding to the Government's decision to withdraw an exemption from Consumer Rights Act for the...
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Transport Focus Workplan 2016-17

The time has come to boost the influence of transport users over the major decisions that affect...
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