Excluded Archives - Transport Focus

Excluded

Transport User Voice September 2024 – Helping passengers

Seating and assistance confusion Mr and Mrs L bought first class advance tickets with reserved...

Transport User Voice September 2024 – Chief Executive’s...

Change is coming I notice the change in season more than usual in September. Holidays are...

Transport User Voice September 2024 – Bus punctuality needs...

Scottish passengers have their say Bus passengers across Scotland have spoken – with 86 per...

Transport User Voice September 2024 – Rail compensation and refunds

Could you be due a refund? South West Trains Good news for South West Trains passengers -...

Transport User Voice September 2024 – Tackling ‘wrong way...

Improving road signage Every few months, there is story about a driver getting onto the...

Transport User Voice September 2024 – All aboard!

Catch the Bus Month What makes you want to hop on the bus? This September marks Catch the...

Transport User Voice September 2024 – Top five money-saving travel...

Ways to save With inflation rising for the first time this year and Britain navigating a...

Transport User Voice August 2024 – Passengers at the heart of change

King’s Speech announcements Transport Focus welcomed the proposals for a range of new...

Transport User Voice August 2024 – Chief executive’s editorial

Predicting change and challenging assumptions There are some important new reports in this...

Transport User Voice August 2024 – When trains become ‘stranded’

Improving the passenger experience A stranded train incident occurs when a train stops for an...

Transport User Voice August 2024 – Cash on the railway

Ticketing in a digital society In this day and age, a move towards a cashless society may seem...

Transport User Voice August 2024 – Riders, walkers and wheelers

What they want in Devon and Cornwall Paths alongside roads managed by National Highways...

Transport User Voice August 2024 – Thank you to Linda McCord

15 years of helping passengers Linda McCord’s 15 years at Transport Focus has been marked by...

Transport User Voice August 2024 – Around Great Britain

Find out more about our work West Wales The team has been out and about in West Wales at...

Transport User Voice July 2024 – Around Great Britain

Find out more about our work West Midlands West Midlands Customer Experience Day The...

Transport User Voice July 2024 – Helping passengers

Refund refusal resolved Mr R booked a return trip for two people with Trainpal. When the...

Transport User Voice July 2024 – A new deal for passengers and road...

Priorities and opportunities I’m writing this the morning after the General Election. By the...

Transport User Voice July 2024 – Investing in accessibility

The Transport Focus website With at least one in five people in the UK having a long-term...

Transport User Voice July 2024 – Rail news roundup

Our work on the ground It’s been a busy month on the rails for Transport Focus. We’ve been...

Transport User Voice July 2024 – Riders, walkers and wheelers...

A look ahead When we think about National Highway’s roads, we often think about motorways...

Transport User Voice July 2024 – Meet Natasha Grice

Transport Focus, Director of Rail Natasha started her career in aviation as a Flight...

Transport User Voice June 2024 – Helping passengers

Railcard error and step-free access No step-free access Transport Focus took up a complaint...

Transport User Voice June 2024 – Your Bus Journey

Year two survey on the road How satisfied are bus passengers in England, Scotland and Wales?...

Transport User Voice June 2024 – Chief executive’s editorial: Our new...

Priorities for the next three years I was pleased to be able to launch our new Business Plan at...

Transport User Voice June 2024 – Around Great Britain

Find out more about our work Scotland Bus is the most frequently and widely used form of public...

Transport User Voice June 2024 – Our Board meeting in Birmingham

Board members out and about Transport Focus Board members and staff were able to see the...

Transport User Voice May 2024 – Barriers to bus in Wales

The passenger view What are the barriers to using the bus in Wales? Passengers and non-bus users...

Transport User Voice May 2024 – Around Great Britain

Find out more about our work Scotland Timetable changes As part of LNER’s...

Transport User Voice May 2024 – Working in the customers interest

Extreme heat and when things go wrong We’re often asked what passenger's want and invariably...

Transport User Voice May 2024 – Focus on the West Midlands

Our Board meeting in Birmingham There’s a busy agenda when the Transport Focus Board hosts its...

Transport User Voice May 2024 – Extreme heat

What do passengers need? The experiences of many passengers in summer 2022 were unprecedented...

Transport User Voice May 2024 – Road surface quality

Top priority for drivers Swerving to avoid a pothole or a feeling of lack of control under your...

Transport User Voice May 2024 – Helping passengers

Refused refund and online error Refused refund Due to cancellations of services Mr O wanted...

Transport User Voice April 2024 – Helping passengers

Delay repay and incorrect penalty fare Delay repay After her train was delayed, Mrs H...

Transport User Voice April 2024 – Northern Transport Summit

Working together to connect the North The Northern Transport Summit took place at Manchester...

Transport User Voice April 2024 – Around Great Britain

A round up of our work South West Great Western Railway passengers will now see improved...

Transport User Voice April 2024 – Meet Yvonne Fox-Burmby

One to watch This month marked International Women’s Day – a global day to celebrate the...

Transport User Voice April 2024 – Chief executive’s editorial

Surprising insights and team triumphs The main event this month was the publication of our Your...

Transport User Voice April 2024 – Bus punctuality needs improvement

Landmark survey reveals gulf in satisfaction Bus passengers across England have had their say...

Transport User Voice April 2024 – Sorting signs

In collaboration with National Highways Transport Focus works with National Highways to improve...

Transport User Voice March 2024 – Boosting buses in Cornwall

Offering better value for passengers The number of people choosing to take the bus in Cornwall...

Transport User Voice March 2024 – Maintenance of signs

Making progress with National Highways Transport Focus works with National Highways to enhance...

Transport User Voice March 2024 – A new era for passengers

Electric trains unveiled A new era began for rail passengers in the West Midlands recently...

Transport User Voice March 2024 – Around Great Britain

A round up of our work Wales Reporting on the passenger experience Our team have been out...

Transport User Voice March 2024 – Helping passengers

Railcard refund and notification dispute Railcard refund After the death of her husband,...

Transport User Voice March 2024 – Chief executive’s editorial

Promoting good practice I wanted to draw reader’s attention to some good news. I suspect...

Transport User Voice March 2024 – Rail passengers rate their service

Latest Rail User Survey results Rail passenger satisfaction overall has fallen from 88 per cent...

Transport User Voice February 2024 – Electric Vehicle Charging Survey

Driving improvements for EV users According to new analysis, there are almost one million pure...

Transport User Voice February 2024 – Your Bus Journey survey

Looking forward to end of year results Over the past year, passengers across many parts of...

Transport User Voice February 2024 – Rail passenger satisfaction...

Latest Rail User Survey Overall passenger satisfaction with their most recent journey has...

Transport User Voice February 2024 – Penalty fares on national rail...

Join the independent appeals panel Transport Focus is looking for up to 15 people to become part...

Transport User Voice February 2024 – Helping passengers

Trainpal refund and delay claim resolved Trainpal refund Due to strike action, Mrs L tried to...

Transport User Voice February 2024 – LNER long-distance fares trial

Better value rail fares? This month LNER announced a new fares pilot on journeys between London...

Transport User Voice February 2024 – Chief executive’s...

It's all about passengers A few observations from me about the articles in this edition of...

Transport User Voice January 2024 – Rail Penalty Fares appeals panel

Become a member of the panel Transport Focus is looking for up to 15 people to become part of...

Transport User Voice January 2024 – Strategic Road Users Survey

In-depth reports available How satisfied are users of England’s motorways and major ‘A’...

Transport User Voice January 2024 – Christmas travel getaway

Check before you travel People are being encouraged to check before they travel this Christmas...

Transport User Voice January 2024 – A clean and safe railway

Understanding passenger expectations How can the cleanliness of trains and stations be improved...

Transport User Voice January 2024 – Explaining digital signalling

Our insights for the rail industry How should disruption and the long-term benefits from...

Transport User Voice January 2024 – Helping passengers

Poor advice and Railcard renewal Our caseworkers have been busy this month helping passengers to...

Transport User Voice January 2024 – Chief executive’s editorial

First impressions This is my first Transport User Voice after taking over from Anthony Smith as...

Transport User Voice December 2023 – Helping passengers

Railcard delay resolved and refund success Railcard delay resolved Mr R bought a Railcard...

Transport User Voice December 2023 – Around Great Britain

A roundup of our work Wales Giving evidence to Senedd Committee Earlier this year,...

Transport User Voice December 2023 – Rail delays and compensation

Claim rates on the up The number of passengers claiming the compensation they are owed has...

Transport User Voice December 2023 – Bus passengers charters

Raising standards for passengers? Are bus charters helping improve the passenger...

Transport User Voice December 2023 – The voice of the road user

Gathering insight and driving improvement Our work to improve the experience of those using...

Transport User Voice December 2023 – Chief executive’s...

See you soon! So, my last Transport User Voice editorial. My successor, Alex Robertson, takes up...

Transport User Voice December 2023 – A fragile railway

More reliable rail service needed Transport Focus is challenging train operating companies and...

Transport User Voice November 2023 – Train operators withdraw ticket...

Transport Focus objects to proposals Plans to close rail ticket offices have been withdrawn by...

Transport User Voice November 2023 – Chief executive’s...

Stormy times... While the weather has been battering parts of the country, transport users are...

Transport User Voice November 2023 – Motorway Services User Survey

Rugby rated best services Moto Rugby services on the M6 has been rated the best motorway...

Transport User Voice November 2023 – Highways UK 2023

Focus on road users Transport Focus headed to Birmingham last month for the annual Highways UK...

Transport User Voice November 2023 – Bus franchising in the headlines

Manchester Bee network launches Bus franchising has been in the headlines in recent weeks with...

Transport User Voice November 2023 – Helping passengers

Unfair Hare Fare and refund success A Hare Fare that wasn’t fair Ms A wasn't happy that...

Transport User Voice November 2023 – Around Great Britain

A roundup of our work West Midlands Bus passengers in the West Midlands have been having...

Transport User Voice October 2023 – Chief executive’s editorial

The voice of Britain’s transport users We have a simple business model. We talk to transport...

Transport User Voice October 2023 – New chief executive

Welcome to Transport Focus Transport Focus has appointed a new chief executive. Alex Robertson...

Transport User Voice October 2023 – Strategic Roads User Survey

The M5 takes the title Drivers have rated the M5 as the most popular motorway in England in a...

Transport User Voice October 2023 – Ticket office consultation

More than half a million responses With more than half a million responses, the consultation on...

Transport User Voice October 2023 – Bus passengers’ satisfaction...

Interim results of new survey Eight in 10 bus passengers were satisfied with their last journey...

Transport User Voice October 2023 – New surveys go live

Seeking road users' views Two new surveys for different road users have launched recently. The...

Transport User Voice – Around Great Britain

An update on our work West Midlands Long-term plans to deliver significant improvements for...

Transport User Voice September 2023 – Helping passengers

Cancellation confusion and refund remedy Cancellation confusion Mr M received an email from...

Transport User Voice September 2023 – Around Great Britain

A roundup of our work Wales After pressuring Transport for Wales over the past few months we...

Transport User Voice September 2023 – Do not travel messages

What are passengers’ views? Transport Focus has found that rail passengers are confused when...

Transport User Voice September 2023 – Logistics and coach survey

Less than half companies satisfied From rest stops to roadworks, the challenges of England’s...

Transport User Voice September 2023 – Chief executive’s...

Still time to have your say With responses to the proposed rail ticket office closure...

Transport User Voice September 2023 – Rail disruption

What passengers want to know Passengers are calling for better information ahead of planned...

Transport User Voice September 2023 – Ticket office consultation

Last day to have your say With one day to go before the public consultation on proposed changes...

Transport User Voice August 2023 – Helping passengers

Penalty success and railcard result Penalty success Mr S was issued with Penalty Fare Notice...

Transport User Voice August 2023 – Free bus pass travel

New research results More than a third of older and disabled concessionary bus pass holders say...

Transport User Voice August 2023 – Rail ticket office consultation

Have your say Transport Focus wants to hear your views on the proposed closure of ticket offices...

Transport User Voice August 2023 – Once in a generation

The Transpennine Route Transport Focus has been out monitoring the passenger experience of...

Transport User Voice August 2023 – Chief executive’s editorial

The passenger voice is being heard It's at times like these that we feel the strength and...

Transport User Voice August 2023 – Looking to the future

An update from the Bristol Board Meeting How can the user experience be improved for people...

Response to the Office of Rail and Road consultation on proposals to...

In April 2023 the Office of Rail and Road consulted on proposals from Network Rail to modify the...

Chief executive’s editorial

Stability please Yes, can we have plain, boring, steady state stability back please? While...

Our next Board meeting

Join us online in Bristol in July What does the future hold for transport users? That’s just...

Around Great Britain

An update on our work West Midlands Changes to services A series of changes to services as...

Helping passengers

Flexi ticket success and a cancellation refund Flexi-ticket success Mr E wanted to purchase a...

Barriers to bus

What passengers are telling us How can we attract more people to travel by bus and improve the...

Transport User Voice – June 2023 – Helping passengers

Online issues and first class failure Ms V bought a ticket via the Trainline but it wasn’t...

Transport User Voice – June 2023 – Around Great Britain

An update on our work Wales Transport for Wales performance Last month Transport Focus...

Transport User Voice – June 2023 – Getting passengers back on...

Best practice webinar With some passengers slower to return to bus travel post pandemic,...

Transport User Voice – June 2023 – Dartford crossing experience

Results of our pilot Are drivers happy about paying to use roads? With more than 160,000...

Transport User Voice – June 2023 – Up your game on strike...

Our message to the industry Our message to train operators is to ‘up your game’ on strike...

Transport User Voice – June 2023 – Chief executive’s...

Step forwards...step backwards Good news for bus passengers in England as the Government has...

Transport User Voice – June 2023 – Your Bus Journey

Positive initial results Our new bus passenger survey Your Bus Journey is on the road and is...

Transport User Voice May 2023 – Sorting road signs

If it's not clear, it's not safe With spring weather encouraging the growth of hedgerows and...

Transport User Voice May 2023 – Minimum service legislation

Raising the passenger voice on strikes Rail passengers have experienced major disruption with...

Transport User Voice May 2023 – Around Great Britain

An update on our work West Midlands Employees, managers, and leaders from train operators in...

Transport User Voice May 2023 – Coronation and Eurovision travel

How are passengers travelling? With big events and extra bank holidays, the month of May...

Transport User Voice May 2023 – £2 bus fare success

Giving bus a go More people are giving bus a go thanks to the £2 bus fare cap. Transport...

Transport User Voice May 2023 – Helping passengers

Frustrated at delays and stranded at the station Ms U travelled with Avanti West Coast on a...

Transport User Voice May 2023 – Chief executive’s editorial

Delivering in a challenging world Our research shows that passenger and driver satisfaction...

Transport User Voice – April 2023 – On the rails

How are passengers faring? March began with rail fares going up. After months of unreliable...

Transport User Voice – April 2023 – Chief executive’s...

Phew! Some good news at last The RMT agreement in the dispute with Network Rail looks like it is...

Transport User Voice – April 2023 – Our Board meeting in Manchester

Watch it back A trailblazing devolution deal is set to give Greater Manchester more control over...

Transport User Voice – April 2023 – Cyclists, pedestrians and...

Their experiences in the East of England Everyone wants to be able to feel safe. We’ve heard...

Transport User Voice – April 2023 – Taking a look around Great...

The West Midlands, Wales and Scotland The West Midlands New trains, developing new stations...

Transport User Voice – April 2023 – Improving passenger...

Smarter Information, Smarter Journeys What information do you need as a passenger, when do you...

Transport User Voice – April 2023 – How we’ve been helping...

A rightful refund and a sticky situation Rightful refund for unused tickets Mr E and his...

Transport User Voice – March 2023 – Road User Panel

A look ahead As the watchdog for users of England’s motorways and major ‘A’ roads,...

Transport User Voice – March 2023 – Cheaper bus travel

The £2 bus fares initiative Simpler, better for money fares? We know that’s what passengers...

Transport User Voice – March 2023 – Transforming travel across...

Join our next Board meeting Join the Board of Transport Focus in Manchester on 29 March 2023 for...

Transport User Voice – March 2023 – Getting the best deal

Tips for saving money Cost can be a big worry for people when deciding how to travel, especially...

Transport User Voice – March 2023 – Helping passengers

A cancelled train and a cousin crisis A cancelled train Mr U had a ticket, bought via The...

Transport User Voice – March 2023 – Around Great Britain

Wales, Scotland, and the West Midlands Wales Improving rail replacement...

Transport User Voice – March 2023 – Chief executive’s...

Stepping down - end of an era Yesterday I announced that I will be stepping down at the end of...

Transport User Voice – February 2023 – Helping passengers

Sorting Railcards and refunds Exemption perception Mr H applied for a Disabled Persons...

Transport User Voice – February 2023 – Across Great Britain

Wales, Scotland and the West Midlands Wales Brand new trains for the Valleys We’ve been...

Transport User Voice – February 2023 – Board meeting in...

Join us in March Let’s talk about public transport and roads in Greater Manchester. Our next...

Transport User Voice – February 2023 – It’s what’s on the...

What passengers want from train interiors Passengers want to see improvements on what is already...

Transport User Voice – February 2023 – Better lorry driver...

Our event in Cannock Lorry drivers are vital to keeping the country running. They make sure...

Transport User Voice – February 2023 – Chief executive’s...

The future of transport All our insight work confirms that trade-offs between cost and...

Transport User Voice – February 2023 – Your Bus Journey

How satisfied are passengers in England and Scotland? The big day is almost upon - Your Bus...

Lorry drivers on rest stops

Video edited on Kapwing

Transport User Voice – January 2023 – Helping passengers

Multiple tickets and app malfunction Too many tickets? Ms K was travelling home from the...

Transport User Voice – January 2023 – Around Great Britain

The West Midlands, Scotland and Wales The West Midlands As part of our work with West...

Transport User Voice – January 2023 – The future of the railway

What do passengers want? Passengers want better value fares, trains they can rely on and more of...

Transport User Voice – January 2023 – New bus passenger survey

Improving your bus journey Bus passengers are set to have their say, when our new satisfaction...

Transport User Voice – January 2023 – Chief executive’s...

The nightmare before Christmas Rail passengers are facing a toxic cocktail of strikes, overtime...

Transport User Voice – January 2023 – More trains, on time and...

Passengers’ plea to Avanti and TransPennine Express “I would rather drive to work as the...

Transport User Voice – January 2023 – Paying to use roads

Dartford Crossing survey What do users think about additional charges to use roads? A new...

Transport User Voice – December 2022 – Chair’s editorial

Reliability remains key In my first four months as chair of Transport Focus I’ve been...

Transport User Voice – December 2022 – Helping passengers

Football faff and Railcard ruckus Railcard renewal Ms C wanted to renew her Disabled Persons...

Transport User Voice – December 2022 – Around Great Britain

Wales, Scotland and the West Midlands Wales The Transport Focus Board met in Cardiff on 22...

Transport User Voice – December 2022 – Sort My Sign

If it’s not clear, it’s not safe Our bid to make road signs clearer has resulted in real...

Transport User Voice – December 2022 – Cardiff Board meeting

Watch it back! On Wednesday 23 November we held our public Board meeting in Cardiff. We invited...

Transport User Voice – December 2022 – Railway timetable change...

Timetable change coming up New timetables are due to be brought in on 11 December. So what does...

Transport User Voice – December 2022 – Improving lorry driver rest...

Our event in January Lorry drivers are vital to our economy. But it has been clear for some time...

Transport User Voice – November 2022 – Helping passengers

A cancellation and a challenge Collecting tickets for a cancelled train Mr A’s train was...

Transport User Voice – November 2022 – We’re back at Highways UK

Come and see us in Birmingham Next week sees Transport Focus heading to the NEC in Birmingham...

Transport User Voice – November 2022 – Over to the West Midlands

Good news on the roads Transport Focus chief executive Anthony Smith and transport user manager...

Transport User Voice – November 2022 – Wales and Scotland

What’s been happening? Wales National Transport Delivery Plan Transport Focus has...

Transport User Voice – November 2022 – Our workplan for 2023-4

Tell us what you think We are starting to plan what we might work on in the financial year April...

Transport User Voice – November 2022 – What do roads users want?

Looking at funding the next five years What do road users want from journeys on motorways and...

Transport User Voice – November 2022 – Join our next Board meeting

Focusing on transport users in Wales Lee Waters MS, deputy minister for climate change, will...

Transport User Voice – November 2022 – Chief executive’s editorial

Reliability rules Over the next few months we are going to be focusing on these three main...

Transport User Voice – November 2022 – Best motorway services revealed

And the winner is… Rugby services on the M6, run by Moto, has been rated the best motorway...

Transport User Voice – October 2022 – How we’ve helped...

Covid trouble lingers Greater Anglia Mr A wasn't happy he couldn't buy an Advance Purchase...

Transport User Voice – October 2022 – Over to the West Midlands

Reviewing services for passengers We are working with West Midlands Trains to review services...

Transport User Voice – October 2022 – Looking at Scotland and...

Improving information and future plans Scotland September saw the Programme for Government...

Transport User Voice – October 2022 – Cyclists, pedestrians...

How can roads serve them better? “Fallen trees blocking the way get reported but nothing gets...

Transport User Voice – October 2022 – Chief executive’s...

A royal goodbye The past few weeks have been dominated by the extraordinary events surrounding...

Transport User Voice – October 2022 – Can passengers travel...

Avanti timetable disruption Last month Avanti reduced its timetable at short notice. This was...

Transport User Voice – October 2022 – Wales Board meeting

You can come along! Let’s talk about transport in Wales. Our next public Board meeting will be...

Transport User Voice – September 2022 – Late Railcard and a full train

How we’ve helped passengers Refund for a late Railcard Mr L had purchased a Railcard but...

Transport User Voice – September 2022 – Winding down in the West...

A successful time during the games August saw the delivery of a fantastic Commonwealth Games in...

Transport User Voice – September 2022 – Strikes strike again

Information and refunds are key “I will not be able to make my journey and will now have to re...

Transport User Voice – September 2022 – Over to Scotland and Wales

What’s been happening? Scotland As part of looking at the passenger experience during the...

Transport User Voice – September 2022 – Charging ahead

Electric vehicle drivers’ experiences The number of electric vehicles on our roads is...

Transport User Voice – September 2022 – Director’s editorial

Rail has been under pressure The long hot summer of ’22 continues. Temperatures raised further...

Transport User Voice – September 2022 – What do lorry drivers want...

We asked for their views We all depend on lorry drivers to transport various everyday...

Transport User Voice – August 2022 – ScotRail, satisfaction and...

All the latest from Scotland ScotRail We are pleased to note the reintroduction of...

Transport User Voice – August 2022 – Fflecsi travel and a success on...

What’s happening in Wales Fflecsi Building on our interim report on fflecsi published...

Transport User Voice – August 2022 – Countdown to the Commonwealth...

A look at the West Midlands The West Midlands is brimming with excitement as the Commonwealth...

Transport User Voice – August 2022 – Getting free bus pass holders back

Some have stayed away “Using buses less because I am walking to avoid close contact with...

Transport User Voice – August 2022 – Summer days of disruption

How have passengers fared? It’s been an interesting time for passengers. Last month we had the...

Transport User Voice – August 2022 – Chief executive’s editorial

A perfect storm Transport users and the industries that operate the roads and transport they...

Transport User Voice – August 2022 – M40 named England’s best...

Road users have their say “It’s the quietest and easiest motorway I use”. The M40 has...

Rail Satisfaction Survey

Our previous work in autumn 2021 showed that, in principle, passengers can be recruited...

Transport User Voice – July 2022 – National rail strikes

Our work to help passengers The latest national rail strikes are over. Passengers have...

Transport User Voice – July 2022 – Wales bus event roundup

A spotlight on Government's plans There’s been a lot going on lately with the bus network in...

Transport User Voice – July 2022 – Hot blogs

A look at this month's opinions  Our blogs this month have focussed on one issue -...

Transport User Voice – July 2022 – Just the one and No class

Appealing on behalf of passengers Just the one A passenger purchased three railcards....

Transport User Voice – July 2022 – Wales bus event roundup

A spotlight on Government's plans There’s been a lot of discussion lately around the bus...

Transport User Voice – July 2022 – Sort My Sign

Where we are now It can be frustrating when you miss a turning because a road sign was missing...

Transport User Voice – July 2022 – Chief executive’s...

Struck by strikes Standing on the balcony at Waterloo station, around six o’clock on...

Transport User Voice – July 2022 – Around Great Britain

Scotland, Wales, the West Midlands and London Scotland ScotRail Due to the ongoing...

Passenger-led survey using posters

We wanted to collect information from passengers as they were making journeys. We looked at...

‘Push to web’ approach

As a result of the restrictions in place due to Covid-19 from March 2020, Transport Focus had to...

Your Bus Journey

Our previous work, in autumn 2021 (trial of face-to-face recruitment of bus and rail passengers),...

Spotlight

In 2019 we tried out Spotlight as part of a programme of work to enhance our rail user satisfaction...

Face-to-face recruitment

After trialling recruiting passengers for surveys without face-to-face interaction such as online...

Transport User Voice – June 2022 – Stormy weather and a...

How we’ve helped passengers Stormy weather Due to storm Eunice, East Midlands Railway (EMR)...

Transport User Voice – June 2022 – Bus concessionary fares...

How can operators get passengers back? Why aren’t concessionary pass-holders heading back onto...

Transport User Voice – June 2022 – Around Great Britain

Scotland, Wales, the West Midlands and London Scotland In summer 2021 we encouraged ScotRail...

Transport User Voice – June 2022 – Let’s talk about buses in...

Join our next event on 9 June Want to hear more about the future of buses in Wales? Transport...

Transport User Voice – June 2022 – Chief executive’s...

A time to celebrate The days are getting warmer (occasionally) and there’s a real buzz in the...

Transport User Voice – June 2022 – Scotland Board meeting

Watch it back if you missed it What is the latest on transport in Scotland? We held our...

Transport User Voice – June 2022 – How do businesses rate the...

Less than half are satisfied Just under half (46 per cent) of freight and coach managers are...

Transport User Voice – May 2022 – Chief executive’s editorial

Choppy waters ahead The extra funding for buses in England’s regions is welcome and will...

Transport User Voice – May 2022 – A boost for bus

Working to make investment count In early April, the Department for Transport announced a £7...

Transport User Voice – May 2022 – Around Great Britain

The West Midlands, Wales, Scotland, and London West Midlands As founder members of the...

Transport User Voice – May 2022 – Rail user survey

Satisfaction remains steady More than eight in 10 rail passengers (85 per cent) were satisfied...

Transport User Voice – May 2022 – Tyne Tunnel

A new partnership Transport Focus has been asked by TT2 to carry out an independent review of...

Transport User Voice – May 2022 – Join our next Board meeting

On our work for Scotland's transport users Next month we’re delighted to be back holding our...

Transport User Voice – May 2022 – Keeping mum and Railcard...

How we've helped passengers Keeping mum Mrs L's son was issued with a Penalty Fare Notice...

Bus User Weekly Survey – trend analysis

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...

Transport User Voice – April 2022 – Chief executive’s...

Free travel for Ukrainian refugees Well done to the rail and bus industries for moving so...

Transport User Voice – April 2022 – Cancelled sleeper and...

How we have been helping passengers Cancelled sleeper Mr B bought tickets for a sleeper cabin...

Transport User Voice – April 2022 – Around Great Britain

West Midlands, Wales, Scotland and London West Midlands We’re continuing our work as part...

Transport User Voice – April 2022 – What’s next for our bus...

And are concessionary fares just the ticket? The future of our bus surveys Are concessionary...

Transport User Voice – April 2022 – Strategic Roads User Survey

It’s back – but drivers aren't the only road users we're helping We have the first results...

Transport User Voice – April 2022 – Experiences of women and...

How safe they feel on transport “Being safe means being able to go about without hinderance or...

Transport User Voice – April 2022 – What do passengers want?

Transforming rail travel What do passengers want from the trains they travel on? It’s the...

Transport User Voice – March 2022 – Case studies

West Midlands Railway Ms O arrived at the station a few minutes before travelling. No one was at...

Transport User Voice – March 2022 – Around Great Britain

The West Midlands, Scotland, Wales, and London The West Midlands It’s almost 150 days...

Transport User Voice – March 2022 – What matters most to rail...

Reliability key to rail recovery How satisfied were you with your last train journey? More...

Transport User Voice – March 2022 – Our latest work on buses

Our continuing role in improving bus What improvements do bus passengers want to see in the...

Transport User Voice – March 2022 – Chief executive’s...

Will there be calm after the storm? So, Eunice has moved on. It looks like lessons from...

Transport User Voice – March 2022 – Sorting road signs

A big thank you! Thank you to everyone who reported a damaged or confusing sign through our Sort...

Transport User Voice – March 2022 – How can your journeys be...

Join our Transport User Panel Have you ever been travelling somewhere and thought your journey...

Transport User Voice – February 2022 – Cancelled trains and...

How we’ve helped passengers Refund for a cancelled train Miss D was unable to use tickets...

Transport User Voice – February 2022 – What passengers think...

Our work on travel during Covid-19 How is Covid-19 still impacting how people travel? In our...

Transport User Voice – February 2022 – Around Great Britain

Scotland, Wales, London and the West Midlands Scotland Earlier this month ScotRail began a...

Transport User Voice – February 2022 – Latest logistics and...

Satisfaction is down on the roads Have you ever thought about how food gets to the shops and...

Transport User Voice – February 2022 – Temporary Covid...

Delays and disruption for passengers Rail passengers had a bumpy start to the year as they faced...

Transport User Voice – February 2022 – Chief executive’s...

Transport must meet demand As restrictions change again around the UK, the demand for public...

Transport User Voice – February 2022 – Fixing and improving...

How can I help make roads safer? Have you noticed road signs that are unclear or damaged? Our...

Transport User Voice – January 2022 – Engineering works in a...

How to keep passengers informed Before the pandemic, rail operators found it relatively...

Transport User Voice – January 2022 – Around Great Britain

The West Midlands, Wales, Scotland, and London The West Midlands With less than 230 days to go...

Transport User Voice – January 2022 – Chief executive’s...

What a year! Wow. 2021 was a bumpy ride, with the continuing pandemic and the condition of...

Transport User Voice – January 2022 – Case studies

Ahead of his time Mr H bought tickets via Trainline for a journey on 18 September. When he...

Transport User Voice – January 2022 – Attitudes to public...

Omicron nervousness increases In our latest Travel during Covid-19 survey, people were showing...

Transport User Voice – January 2022 – How can buses be better?

A look at our National Bus Strategy work We’ve been working tirelessly this year to make sure...

Transport User Voice – January 2022 – Making Journeys Better

Our new Scotland video Earlier this year we launched our Making Journeys Better video –...

Transport User Voice – January 2022 – The road ahead

What's in the pipeline for 2022? Gearing up for future investment We’re barely a third of...

Transport User Voice – January 2022 – A look back at 2021

We are fast approaching the end of another unprecedented year. Though life has...

Transport User Voice – December 2021 – Just the ticket!

Refund for wrong information Mr B was travelling from Edinburgh to Pudsey and had a ticket to...

Transport User Voice – December 2021 – Flexi season tickets

What do rail commuters think? “Saves the bother of buying a ticket every day. Gives me...

Transport User Voice – December 2021 – Around Great Britain

The West Midlands, Wales, Scotland and London West Midlands The Integrated Rail Plan means...

Transport User Voice – December 2021 – Our latest Board meeting

Focusing on West Yorkshire What does the future hold for transport in West Yorkshire? Earlier...

Transport User Voice – December 2021 – Cyclists, pedestrians...

How they can feel more considered Have you ever thought about the paths that cross motorways and...

Transport User Voice – December 2021 – Chief executive’s...

What will passengers make of the Integrated Rail Plan? There is lots to like in this plan, which...

Transport User Voice – December 2021 – Transport Focus at...

Great to be back showcasing our work Early November saw Transport Focus return to the annual...

Bus Service Improvement Plans (BSIPs)

Transport User Voice – November 2021 – What different road users want

Try out our new simulator Does a 60-year-old man driving his car in the North East have the same...

Transport User Voice – November 2021 – Ping trouble and Railcard woes

Our work to help passengers The big code issue Ms Q bought a Two Together Railcard on her...

Transport User Voice – November 2021 – What’s happening across...

Scotland, Wales, the West Midlands, and London Scotland Earlier this month, we responded to...

Transport User Voice – November 2021 – The evolution of rail contracts

Keeping the focus on passengers Following the pandemic and the announcement of the new public...

Transport User Voice – November 2021 – Your thoughts on buses and...

Our new satisfaction survey It's 2019. You're on a busy train to work. All around you people...

Transport User Voice – November 2021 – Director’s editorial

Transport in the news Well, what a month it has been! Where to start… It’s my pleasure to...

Transport User Voice – November 2021 – The future of commuting

What will it look like? Now that Covid restrictions have eased, what does the future of...

Transport User Voice – October 2021 – Missing ticket mystery

Our casework successes Mr A had been unable to use the two sets of tickets he bought from...

Transport User Voice – October 2021 – Around Great Britain

London, Wales and Scotland London This month, London TravelWatch launched its Don’t cut the...

Transport User Voice – October 2021 – Better buses for...

Our National Bus Strategy work How can local transport authorities and operators improve bus...

Transport User Voice – October 2021 – Electric car charging

How can drivers’ experience be better? How do people find driving electric vehicles and how...

Transport User Voice – October 2021 – Proposed changes to LNER...

We asked for your feedback LNER has proposed changing the opening hours at 13 of its ticket...

Transport User Voice – October 2021 – Chief executive’s...

Public transport and the journey to sustainability “It can be hard to behave ‘sustainably’...

Transport User Voice – October 2021 – Rebuilding passengers’...

A look beyond social distancing “I would like companies to continue supplying cleaning...

Transport User Voice – October 2021 – Have your say

Changes to LNER ticket office hours Back to newsletter.

Transport User Voice – September 2021 – Sort My Sign

Better information for road users Have you ever missed a turning because a road sign was missing...

Transport User Voice – September 2021 – National Highways...

New tool to gather road users’ views National Highways (formerly Highways England) this week...

Transport User Voice – September 2021 – What’s happening...

Wales, Scotland and London Wales Covid-19 restrictions in Wales Wales completed its move...

Transport User Voice – September 2021 – Streets for all?

Road space allocation research How can changes to shared road space be made fairly to encourage...

Transport User Voice – September 2021 – Making journeys better

Take a look at our work during Covid-19 Throughout the pandemic we've continued to use our data...

Transport User Voice – September 2021 – What improvements do...

Fixing potholes is the biggest priority The quality of road surfaces on England’s motorways...

Transport User Voice – September 2021 – We are looking for a...

Join our webinar on 1 September Could you be the next chair of the Transport Focus...

Transport User Voice – September 2021 – Director’s editorial

Getting back on board This month we’ve been continuing to work with local transport...

Transport User Voice – September 2021 – The path to net zero

How do people feel about sustainable transport? Have you been thinking about how you can reduce...

National Bus Strategy

Transport User Voice – August 2021 – Easing restrictions

What people think about travelling “I sat on a train where there were people standing in the...

Transport User Voice – August 2021 – A look around Great...

London, Wales and Scotland London In a joint letter to the Rail Safety and Standards Board...

Transport User Voice – August 2021 – Sort My Sign progress so...

Making information on the roads clear Have you spotted any broken or confusing signs lately when...

Transport User Voice – August 2021 – Safer roads for disabled...

Improvements have been made What can be done to make disabled road users feel safer on...

Transport User Voice – August 2021 – Chief executive’s...

To cover or not to cover That appears to be one of the key questions as many of us start to head...

Transport User Voice – August 2021 – Join our roundtable event

How do customers feel about using public transport again Come along to our joint event with...

Transport User Voice – August 2021 – Information at railway...

Passengers want to see improvements Over time, screens at stations should be replaced with...

Transport User Voice – August 2021 – Accessibility on public...

How can we unlock a better normal? What has Covid-19 shown us about disabled people’s needs...

Transport User Voice – August 2021 – Want to join the...

We’re looking for a new Chair The Secretary of State for Transport wishes to appoint a new...

Transport User Voice – August 2021 – Accessibility during...

Whatever subtitle you want Back to newsletter.

Transport User Voice – July 2021 – Attitudes to public transport

How different groups feel about travel How are people feeling about returning to public...

Transport User Voice – July 2021 – A more accessible road...

How we’re helping drive improvements How can roads be made better for disabled...

Transport User Voice – July 2021 – Chief executive’s...

Passenger numbers up, satisfaction down As the Victoria Line tube pulled in at Euston my heart...

Transport User Voice – July 2021 – The route ahead for bus...

What can help get people back on bus? Clean and reliable bus services with clear information on...

Transport User Voice – July 2021 – The Strategic Roads User Survey...

What you think of the roads Our Strategic Roads User Survey (SRUS) is back. It measures...

Transport User Voice – July 2021 – Around Great Britain

Scotland, London and Wales Scotland East Coast Main Line (ECML) – May 2022 timetable...

Transport User Voice – July 2021 – Casework successes

Our work to help passengers Great Western Railway Mr B needed more time to pay a Penalty Fare...

Highways England response – cyclists, equestrians and pedestrians

The letter you can download below is Highways England’s formal response to the recommendations...

Transport User Voice – June 2021 – A bumpy road?

The importance of road surface quality What road users think of road surface quality What’s...

Transport User Voice – June 2021 – Transport Focus Board meeting

The route ahead for bus Last week Transport Focus held its latest Board meeting in public,...

Transport User Voice – June 2021 – A look around Great Britain

Wales, Scotland and London Wales Following the Senedd elections, the first minister...

Transport User Voice – June 2021 – The freight and coach experience

Just over half are satisfied with roads What do freight and coach businesses think of...

Transport User Voice – June 2021 – Public transport – a cleaner...

New best practice report What makes you feel safe to travel? Throughout the pandemic...

Transport User Voice – June 2021 – The great rail shake-up

What does it mean for passengers? The long-awaited Williams-Shapps Plan for Rail (previously...

Transport User Voice – June 2021 – Chief executive’s editorial

Welcome changes are around the corner Slow train coming, but still mighty welcome. The...

Information Charter

This document provides information on Transport Focus privacy policy as well as detailing how to...

Accessible transport event – audience talking points

This document captures the points raised by audience members in the chat function during our...

Transport User Voice – May 2021 – A better normal for accessible...

Our latest event and research In our latest online event this week, we talked about how the...

Transport User Voice – May 2021 – What’s happening around Great...

London, Scotland and Wales London The race to be London’s next mayor has begun and the...

Transport User Voice – May 2021 – What do people want to see on buses?

How to get passengers back What do people want from their bus service once lockdown restrictions...

Transport User Voice – May 2021 – Return to travel

Attitudes, reassurance and incentives What will help people return to transport and who will...

Transport User Voice – May 2021 – Chief executive’s editorial

We want to hear from you Feedback from the frontline - from transport users - is vital for...

Transport User Voice – May 2021 – Will there be space on board?

Looking at best practice for passenger information How do I find out how busy my next train or...

Transport User Voice – May 2021 – The road to satisfaction

How confident are drivers using diversion routes? Diversion routes are sometimes necessary to...

Transport User Voice – April 2021 – The future of the railway

Influencing new National Rail Contracts The Department for Transport has started to negotiate...

Transport User Voice – April 2021 – Going electric: the...

Watch the event back and read our new report What’s the experience of electric vehicle drivers...

Transport User Voice – April 2021 – Around Great Britain

Take a look at Scotland, Wales and London Scotland The Scottish Government confirmed that it...

Transport User Voice – April 2021 – Ventilation and cleanliness

Views from our Transport User Community How important are passengers’ perception of...

Transport User Voice – April 2021 – Accessible transport event

Unlocking a new normal – sign up What are the challenges disabled people have faced over the...

Transport User Voice – April 2021 – Chief executive’s...

Can you move down a bit please…? Many of us will not have had to say that recently. The crush...

Transport User Voice – April 2021 – Getting passengers back on...

The route ahead after Covid-19 Buses are so important for so many people. They are a lifeline in...

Transport User Voice – March 2021 – England’s major roads rated

Our logistics and coach survey Just over half (51 per cent) of freight and coach companies are...

Transport User Voice – March 2021 – Scotland Board meeting

The role of transport on key issues Our latest public Board meeting on 16 February focussed on...

Transport User Voice – March 2021 – Around Great Britain

London, Wales and Scotland London Over the past few months London TravelWatch has been...

Transport User Voice – March 2021 – Passengers help design trains

Getting the community involved What changes would you make to the trains you take? Transport...

Transport User Voice – March 2021 – Going electric: the drivers’ view

Sign up for our upcoming event Join Transport Focus and London TravelWatch as we explore...

Transport User Voice – March 2021 – Chief executive’s editorial

Next steps out of lockdown So, we have the beginnings of a sense of how we emerge from shadow of...

Transport User Voice – March 2021 – Lessons learnt for 2021

How can passengers feel safe to travel? It’s safe to say 2020 was a year like no other. But...

Transport User Voice – March 2021 – On the blog

Round-up from the new year Back to newsletter.

Transport User Voice – February 2021 – Casework successes

How we’ve helped passengers CrossCountry Ms M usually buys her tickets from the station but...

Transport User Voice – February 2021 – Accessibility on...

The impact of Covid-19 Safety concerns are a big reason why some people say they haven’t...

Transport User Voice – February 2021 – Wales-focussed public...

How transport can be improved in the future For our latest Board meeting we took a look at all...

Transport User Voice – February 2021 – Changes to roadworks

Putting road users at the heart of planning What has Transport Focus been doing to make...

Transport User Voice – February 2021 – Around Great Britain

Taking a look at Scotland, London and Wales Scotland This month we had the opportunity to...

Transport User Voice – February 2021 – Chief executive’s...

What do you think we should work on now? Looking back at last ten months we can see some lessons...

Transport User Voice – February 2021 – The third lockdown

Making sure people can make essential journeys With a strong stay at home message in England,...

Impact of vaccination – Travel during Covid-19

In November and December 2020 Transport Focus’s spoke to over 2000 people about their attitudes...

Frequency of commuting in future – Travel during Covid-19

In October and November 2020 Transport Focus asked over 2000 people about the extent to which...

The vaccine and travel – Transport User Community

What will life look like once the vaccine is rolled out? Are passengers confident that it will be...

Transport User Voice – January 2021 – Most read blogs of 2020

Round-up of the year In a year overtaken by the coronavirus pandemic, we at Transport Focus have...

Transport User Voice – January 2021 – Casework successes

How we’ve helped passengers Abellio Corporate Travel Ms C applied for her season ticket...

Transport User Voice – January 2021 – M4 smart motorway upgrade

Helping roadworks be less painful How do road users feel about the roadworks on the M4? We’ve...

Transport User Voice – January 2021 – A very different...

Around Great Britain Wales As coronavirus rates across Wales continue to be a cause for...

Transport User Voice – January 2021 – All lane running report

Our recommendations to Highways England Transport Focus recently published new research about...

Transport User Voice – January 2021 – Chief executive’s...

An uncertain Christmas but we’re still working for you Our insight, drawn from our weekly 2000...

Transport User Voice – January 2021 – Travelling for Christmas?

A look at travel windows over the festive period Planning Christmas travel can be fraught at the...

Thank you for your answer

Transport User Voice – December 2020 – On the blog

Round-up of the month This month Anthony has been blogging about feeling safe in taxis,...

Transport User Voice – December 2020 – Casework successes

How we’ve helped passengers Eurostar Ms L had been issued with an e-voucher from Eurostar...

Transport User Voice – December 2020 – Our public Board meeting

Road user special! We held our latest Board in meeting in public last Tuesday 24 November. This...

Transport User Voice – December 2020 – Do you know about park and ride?

A nice way to avoid traffic Do enough people know they can use park and ride? Our latest...

Transport User Voice – December 2020 – What do passengers want?

Our transport user Covid debate What do transport users need to help them travel with confidence...

Transport User Voice – December 2020 – Chief executive’s editorial

Christmas is coming As Christmas travel guidance is published, we are all probably thinking...

Transport User Voice – December 2020 – A look across Great...

Firebreak, levels and a second lockdown Wales Managing restrictions has been distinctly...

Travel and ticketing post-Covid; Transport User Community

Will travel go back to normal when the pandemic ends, or are the fundamental changes passengers...

Transport User Voice – November 2020 – What’s been on the blog...

Latest round-up This month Anthony has been blogging about his trips to Exeter and Bristol, the...

Transport User Voice – November 2020 – Ten years of helping bus...

What we’ve achieved Earlier this year Transport Focus celebrated 10 years of bus passenger...

Transport User Voice – November 2020 – Our new road user community

The effect of the pandemic on travel “During the pandemic the only mode of transport I used...

Transport User Voice – November 2020 – The transport user Covid...

Upcoming event – register your place! Join Transport Focus to explore what transport users...

Transport User Voice – November 2020 – Local lockdowns and moving...

What it means for transport users Please note this information is accurate at the time of press...

Transport User Voice – November 2020 – Chief executive’s...

Travelling confidently amid uncertainty As new waves of lockdowns, firebreaks and other...

Transport User Voice – November 2020 – What makes passengers feel...

Views from our transport user community Our latest Travel during Covid-19 survey shows that...

Thank you for your answer

Please note you may receive further letters in the post inviting you to take part but please just...

Transport User Voice – October 2020 – Casework successes

How we’ve helped passengers Chiltern passenger refunded court settlement fee of £419 after...

Transport User Voice – October 2020 – Our public Board meeting

Discussing transport in the north How can journeys be improved for transport users across the...

Transport User Voice – October 2020 – Logistics and coach companies

How England’s major roads stack up for businesses How do logistics and coach companies rate...

Transport User Voice – October 2020 – Priorities for bus...

Passengers and potential users give us their views What do bus passengers most want to see...

Transport User Voice – October 2020 – Around Great Britain

Looking at London, Wales and Scotland London In August, London TravelWatch launched an active...

Transport User Voice – October 2020 – Chief executive’s editorial

What do transport users need? In the new world we are now all living in, what do transport users...

Transport User Voice – October 2020 – How do people feel about...

Find out about our transport user online communities Transport users need to feel confident and...

Transport User Voice – September 2020 – Connectivity on the...

Rail users left frustrated Can you rely on a good internet connection when you’re travelling...

Transport User Voice – September 2020 – What’s happening...

Looking at Scotland, Wales and London Scotland Transport Focus attended the Scotland Rail...

Transport User Voice – September 2020 – Head Out to Help Out

Fairer fares to get passengers back on the railway Better fares are needed to get passengers...

Transport User Voice – September 2020 – Our latest work with...

What we’re doing for road users Transport Focus has been working on behalf of road users to...

Transport User Voice – September 2020 – Director’s editorial

More uncertainty but public transport is safe As I draft this editorial, news is breaking of the...

Transport User Voice – September 2020 – How to get passengers...

Incentives are needed to encourage use Transport Focus is continuing to respond to the...

Transport User Voice – September 2020 – On the blog

Round-up of the month This month Anthony was blogging about the importance of motorway services,...

Transport User Voice – August 2020 – On the blog

Round-up of the month This month Anthony was blogging about rail fares reform in response to new...

Transport User Voice – August 2020 – Are rail passengers satisfied?

What can we learn from pre-lockdown research? Big improvements in satisfaction scores would...

Transport User Voice – August 2020 – What do rail passengers most want?

Reliability and punctuality is the top priority What would you most like to see improved on the...

Transport User Voice – August 2020 – M11 ranked England’s best...

Our latest Strategic Roads User Survey What do you think of the roads you travel on and how...

Transport User Voice – August 2020 – The easing of lockdown

Changes across Wales, Scotland and London Wales Passengers must wear three-layer face...

Transport User Voice – August 2020 – Chief executive’s...

Is it safe? A slow return to public transport The Government’s announcement setting out that...

Transport User Voice – August 2020 – Will passengers be...

And looking at lessons learnt from lockdown While advice on using public transport has now...

Understanding the impact of railway staff

In recent years the role of staff on the railway has become an increasingly contentious issue. As...

Transport User Voice – July 2020 – On the blog

Round-up of the month Anthony has been blogging about social distancing rules, face coverings...

Transport User Voice – July 2020 – Tram Passenger Survey

Improving experiences in Manchester and Sheffield What do you think of trams and how can your...

Transport User Voice – July 2020 – England’s best...

Motorway Services User Survey results out today “Upgraded toilets are big improvement, clean...

Transport User Voice – July 2020 – Age and the train

Older and younger people have their say What holds people back from using the train? We,...

Transport User Voice – July 2020 – What’s happening across...

What we are doing for transport users Scotland In line with the Scottish Government's move...

Transport User Voice – July 2020 – Chief executive’s...

Lots of change but we’re still here for you Big changes looming on 4 July as lockdown...

Transport User Voice – July 2020 – Do passengers feel safe?

Changing rules, face coverings and social distancing Monday 15 June saw many passengers heading...

Transport User Voice – June 2020 – What will it take to make me feel...

Transport users’ thoughts on travel during Covid-19 Four out of ten people say they won’t be...

Transport User Voice – June 2020 – Chief executive’s editorial

Next steps for public transport What’s it like using public transport in these weird times?...

Transport User Voice – June 2020 – A view across Great Britain

What’s happening for transport users in different areas London London TravelWatch held its...

Transport User Voice – June 2020 – Telling bus passengers about changes

How Transport Focus is helping How do you let passengers know about late-notice changes to...

Transport User Voice – June 2020 – New Government guidelines on travel

Partnership is key as restrictions are relaxed On 12 May the Government issued new guidance for...

Transport User Voice – June 2020 – Rail season ticket refunds

Many still waiting for money back How long should it take to get your money back? The...

Transport User Voice – June 2020 – Sort My Sign campaign update

How we’re still looking out for you on the roads Transport Focus launched the Sort My Sign...

National Rail Passenger Survey Autumn 2019 – technical report

This document outlines the methodology and technical details for the National Rail Passenger Survey...

Transport User Voice – May 2020 – What’s next for rail...

Less travel means less income As all but essential travel has been cut, rail operators have...

Transport User Voice – May 2020 – Road users’ needs during...

Our work with Highways England What is Highways England doing for road users and what are its...

Transport User Voice – May 2020 – Government help across Great...

Looking to the future while dealing with the present Scotland Buses are the workhorse of our...

Transport User Voice – May 2020 – Changing timetables and key...

And a big thank you to transport Heroes 'Timetable changes must be clear and suit your...

Transport User Voice – May 2020 – Coronavirus and refunds

Getting your money back to you With the country in lockdown we want to make sure rail passengers...

Transport User Voice – May 2020 – Chief executive’s editorial

A lockdown but not a lock up! As the lockdown continues some people are still travelling and...

Transport User Voice – May 2020 – Coronavirus travel survey

What are transport users saying? How is travelling for those who still have to? Transport Focus...

A dual measurement approach to the National Rail Passenger Survey in...

This report outlines the methodology for the ScotRail National Rail Passenger Survey following...

Personal security on trains – what passengers think

In August 2019 we asked our Transport User Panel about how they felt about personal security during...

Transport User Voice – April 2020 – Chief executive’s editorial

Scary times but we’re still working for transport users Scary times. Transport has really been...

Transport User Voice – April 2020 – Coronavirus and claiming refunds

The country is in lockdown but, as a key worker, how do I get into work and back? My season ticket...

Transport User Voice – April 2020 – London King’s Cross closure

Tell passengers early and often London King’s Cross station shut over the August bank holiday...

Transport User Voice – April 2020 – On the blog

Round-up of the month Anthony has been blogging about refunds for unused tickets due to...

Transport User Voice – April 2020 – Essential roads for essential...

Keeping the country going Monday’s stringent measures to slow the spread of coronavirus means...

Transport User Voice – April 2020 – London TravelWatch, Scotland and...

Our work around Great Britain The UK transport industry was hit by an unprecedented challenge as...

Transport User Voice – April 2020 – Bus Passenger Survey 2019

Have a look at the latest results out now Despite the national coronavirus ‘lockdown’, the...

Transport User Voice – March 2020 – Road users call for better...

Sort My Sign campaign Fed up of road signs that are missing information or hidden by overgrown...

Transport User Voice – March 2020 – Bus Passenger Survey launch

Help us celebrate its tenth anniversary Come along to our Bus Passenger Survey launch at Aston...

Transport User Voice – March 2020 – What’s going on in...

Satisfaction results and the next 20 years National Rail Passenger Survey...

Transport User Voice – March 2020 – Transport Focus public...

Join us in Edinburgh and Glasgow Learn more about our work by coming to our public Board meeting...

Transport User Voice – March 2020 – Accessible Travel Policies

Our joint work with London TravelWatch Over the last few months we’ve been working with...

Transport User Voice – March 2020 – On the blog

Round-up of the month Anthony has been blogging about the launch of our road information...

Transport User Voice – March 2020 – Chief executive’s editorial

Money talks but the user voice must still be heard The Government’s £5bn investment in more...

Transport User Voice – March 2020 – Make Delay Pay

Passengers still in the dark over compensation Passengers still find it too difficult to claim...

Transport User Voice – March 2020 – Bus priorities research

Value for money is as important as ever What’s most important to bus users? We found...

Transport User Voice – February 2020 – Wales – One year...

What do the latest survey results show? One year on from the Wales and Borders railway being put...

Transport User Voice – February 2020 – Penalty fares investigation

Why are passengers still unfairly penalised? This week we asked: how can passengers trust the...

Transport User Voice – February 2020 – On time, or was it?

Rail passengers perceptions of 'late' If trains are all late, but you get to where you need to...

Transport User Voice – February 2020 – Bucking bus decline in the West...

Our work with the Bus Alliance Transport Focus is encouraging people in the West Midlands to...

Transport User Voice – February 2020 – London TravelWatch...

Working together for transport users We are working much more closely together to jointly make...

Transport User Voice – February 2020 – What’s occurring...

The great motorway service debate Did you travel on a motorway or major ‘A’ road over the...

Transport User Voice – February 2020 – Chief executive’s...

Back to basics to go carbon neutral All eyes on Glasgow! The City Council has set a...

Transport User Voice – February 2020 – Reader survey

Let us know what you think How do you find Transport User Voice? We would love to hear from you...

Transport User Voice – February 2020 – National Rail Passenger...

The headlines and more Dire performance continues for many as passengers in some areas still...

Satisfaction with rail at all-time low in West Midlands

West Midlands passengers registered disapproval with recent ‘awful’ performance, as rail...

Satisfaction with rail near all-time low in the north

Rail passengers in the north are reporting the lowest satisfaction since surveys began after...

Satisfaction with rail still at an all-time low for South Western Railway...

Delay and strike-blighted South Western Railway passengers continue to report the lowest...

Reliability on high-frequency rail routes – what passengers think...

This report contains the findings of passenger research commissioned by Transport Focus in...

Transport User Voice – January 2020 – Case study

Crowding causes early exit Mrs H bought a return ticket with reserved seating from Banbury to...

Transport User Voice – January 2020 – Welcome to Geoff

New staff in the West Midlands Meet Geoff, our new stakeholder manager based in the West...

Transport User Voice – January 2020 – You and Your Train...

Avanti launches West Coast operations A new operator took over from Virgin Trains earlier this...

Transport User Voice – January 2020 – On the blog

Round-up of the month Anthony has been blogging about the election aftermath, buses in...

Transport User Voice – January 2020 – What’s happening in...

Rail franchise changes and more ScotRail franchise ends The Scottish Government has...

Transport User Voice – January 2020 – Buses on strategic roads

What do passengers and drivers think? “They could do something about the potholes. When I...

Transport User Voice – January 2020 – In the headlines

News in brief London New London TravelWatch director Our sister watchdog London...

Transport User Voice – January 2020 – More disruption for rail...

Extra compensation called for General poor performance in some areas, strikes, and a timetable...

Transport User Voice – January 2020 – Chief executive’s...

A welcome focus on transport during the election As bus use sinks yet again and car traffic...

Transport User Voice – December 2019 – Case study

Did First Class live up to its promise? Mr G holds a First Class season ticket and normally...

Transport User Voice – December 2019 – Transport users in the north

What we're doing across all types of transport This month we gathered together transport movers...

Transport User Voice – December 2019 – On the blog

Round-up of the month Strikes, bus tickets and greener transport – our chief executive covered...

Transport User Voice – December 2019 – Highways UK in review

Sharing our insight into road users What are road users’ priorities for improvement? How do...

Transport User Voice – December 2019 – Bore da to Michelle

Wales team expands Meet Michelle, our new stakeholder manager based in Cardiff. Michelle...

Transport User Voice – December 2019 – Could you Give Bus a Go?

Passengers have their say “The experience on the bus was very positive. There was free Wi-Fi...

Transport User Voice – December 2019 – Chief executive’s...

Update from Anthony Smith Fares set to rise Next year’s fare increase is soon to hit...

Transport User Voice – November 2019 – You and your train...

Updates on the West Coast and Southwestern West Coast Partnership The Transport Focus board...

Transport User Voice – November 2019 – National Transport...

And more on the Scottish Transport Show National Transport Strategy Consultation The...

Transport User Voice – November 2019 – Accessibility: what...

Update from the forum we held in October We held our regular accessibility forum earlier this...

Transport User Voice – November 2019 – Help us continue...

Could you be our new Board member? Scottish transport users need you! Applications close soon...

Transport User Voice – November 2019 – Come and meet us in...

Highways England boss Jim O’Sullivan is at our Board meeting Transport Focus is holding a...

Transport User Voice – November 2019 – Make Delay Pay

What do the figures say? Last week saw rail passenger compensation hit the headlines as...

Transport User Voice – November 2019 – Chief executive’s...

Let’s get on the bus! Bus passengers are in the headlines. After years of neglect it seems...

Transport Focus Wales Ltd – Memorandum and Articles of Association

The memorandum and articles of association for Transport Focus Wales Ltd.

Transport User Voice – October 2019 – Case study

The case of half a missing Railcard Mr S was travelling between Paddington and Henley-on-Thames....

Transport User Voice – October 2019 – Road user information: join the...

Remember, remember the 6 of November! Road users want better information provided on motorways...

Transport User Voice – October 2019 – What’s happening in Wales?

Passengers looking for improvement How satisfied are commuters in Wales? The National Rail...

Transport User Voice – October 2019 – Championing Scotland’s...

Scottish Board member needed Could you be Transport Focus’s next Board Member? The Scottish...

Transport User Voice – October 2019 – Have your say: changes to c2c...

Consultation on staffing changes at stations c2c has proposed changes to how ticket offices will...

Transport User Voice – October 2019 – Provide clear information and...

Views on Brighton main line disruption Passengers travelling during rail engineering works want...

Transport User Voice – October 2019 – Safety is key, say cyclists,...

Survey measures users’ satisfaction Safety is a major part of how satisfied cyclists,...

Transport User Voice – October 2019 – Chief executive’s editorial

Green to go? A manifesto? Climate change debates are giving governments and us citizen/consumers...

Transport User Voice – October 2019 – Meet the Busketeers

People in the West Midlands urged to ‘Give Bus a Go’ People across the West Midlands are...

Transport User Voice – September 2019 – Case study

Information posters at Wakefield Westgate Mr M contacted Transport Focus as a large poster has...

Transport User Voice – September 2019 – Welcome retirement of ‘buses...

Waving off the first Pacer to be taken out of service [caption id="attachment_15965"...

Transport User Voice – September 2019 – You & your train company

Updates about three rail franchises After little news about franchising for quite some time,...

Transport User Voice – September 2019 – Developments in Scotland

A National Transport Strategy and problems on sleeper services National Transport Strategy Since...

Transport User Voice – September 2019 – Better information on...

Ensuring Highways England improves provision Transport Focus will press hard over the coming...

Transport User Voice – September 2019 – Rail fare rises...

Value for money still a key challenge for the industry At the point most people were enjoying...

Transport User Voice – September 2019 – Compensation after...

Seeking clarity from rail operators Last month’s editorial on ‘The great heat’ illustrated...

Transport User Voice – September 2019 – Chief...

Biblical weather, franchise changes and Give Bus a Go! It's been another torrid month for...

Transport User Voice – September 2019 – Which are the best...

Results from the latest survey If you were caught up in any serious congestion on the road...

Transport User Voice – August 2019 – Rail Ombudsman seven months on:...

Transport Focus assess progress The Rail Ombudsman began operating seven months ago. Are...

Transport User Voice – August 2019 – Getting more for users from our...

Developing our National Rail Passenger Survey (NRPS) It is important that Transport Focus...

Transport User Voice – August 2019 – ‘Customer days’ at...

Transport Focus joins user feedback sessions Network Rail and Transport for Wales are holding...

Transport User Voice – August 2019 – Improving performance on the...

The industry provides further updates to the Transport Focus Board Passengers on the South...

Transport User Voice – August 2019 – Investing in a more accessible...

£20million fund for disabled passengers To mark the one-year anniversary of the Department for...

Transport User Voice – August 2019 – Driving improvements for bus...

Reading Buses maximise use of Bus Passenger Survey Transport Focus’s Bus Passenger Survey...

Transport User Voice – August 2019 – First full year of Strategic Road...

Drivers on the A19 in north east England were the most satisfied For the first time, Transport...

Transport User Voice – August 2019 – Chief executive’s editorial

The great heat - a torrid time for rail passengers and staff Last week’s intensely hot weather...

Transport User Voice – August 2019 – Make Delay Pay campaign

Rail passengers miss out on up to £100 million compensation each year Make Delay Pay is...

Highways England response to Transport Focus roadside facilities research

In July 2019 Highways England responded to findings and recommendations made in a number of...

Transport User Voice – July 2019 – You and your train company

New trains at last for Northern passengers This week passengers in the North of England have...

Transport User Voice – July 2019 – Developments in Scotland

Young People and Transport Since 2014, Transport Focus has spoken to over 30,000 bus passengers...

Transport User Voice – July 2019 – Have you claimed Delay...

Share your experience with Transport Focus Transport Focus will shortly launch a campaign...

Transport User Voice – July 2019 – Holding rail sector...

Transport Focus board - upcoming meeting in public Continuing its advocacy for passengers...

Transport User Voice – July 2019 – West Midlands Bus Alliance...

Strong commitments to benefit passengers The development of a bus customer charter is an...

Transport User Voice – July 2019 – Rail reform –...

Transport Focus papers to the Rail Review trust and representation While the latest NRPS results...

Transport User Voice – July 2019 – Road users want better real...

New challenge to Highways England New research published in June confirms that road users want...

Transport User Voice – July 2019 – Chief executive’s editorial

Has something shifted in the heated debate on climate change? The Extinction Rebellion protests,...

Transport User Voice – July 2019 – Passengers respond to...

Latest results from the National Rail Passenger Survey At long last passenger satisfaction has...

Attitudes to travel choices for airport access

Presentation slides used at the Manchester Air Transport Forum and the International Rail Air...

Job advertisement – Stakeholder Manager West Midlands – June 2019

Transport Focus is the independent consumer watchdog – a champion for Britain’s rail...

Transport User Voice – June 2019 – What do drivers feel about...

Taking a smart approach to road user research The latest piece of Transport Focus research among...

Transport User Voice – June 2019 – Making bus a better choice...

Using the bus should be as easy as ordering pizza say young people Young people are the biggest...

Transport User Voice – June 2019 – Chief executive’s...

The timetable crisis that wasn’t, came and went The timetable changes ushered in from Sunday...

Transport User Voice – June 2019 – You and your train company

A faster Norwich to London service arrives on Greater Anglia Transport Focus was invited...

Transport User Voice – June 2019 – Bank holiday rail...

Winning better information for passengers As part of its work to improve passenger information...

Transport User Voice – June 2019 – Improving roads with users...

Looking closely at roadworks across the West Midlands Early in May,...

Transport User Voice – June 2019 – Punctuality and reliabilty

Still room for improvement On 24 May the Office of Rail and Road published the latest set of...

Transport User Voice – June 2019 – Wales

Speaking to local bus company managers at their Cardiff conference Overall passenger...

Transport User Voice – June 2019 – Case study

Challenging a £1040 unpaid fare notice issued by LNER Mr G’s son mislaid his return...

Job advertisement – Digital Content and Communications Officer...

Transport Focus is the independent consumer watchdog – a champion for Britain’s rail, bus,...

Organisation chart

This chart details the staff structure of Transport Focus as of August 2021.

Transport User Voice – May 2019 – Case study

Goodwill gesture secured for Metrolink passenger Miss K purchased a 28-day Metrolink...

Transport User Voice – May 2019 – Scottish Bus Passenger Survey

Over nine in 10 passengers satisfied Since 2014, Transport Focus has spoken to over 30,000 bus...

Transport User Voice – May 2019 – You and your train company

East Midlands The East Midlands franchise has been awarded to Abellio. The new...

Transport User Voice – May 2019 – Bus passenger satisfaction

What is Transport Focus doing? Much more noise is being generated around bus services at the...

Transport User Voice – May 2019 – Barriers to rail travel

How to make rail more attractive to infrequent and non-users Much of the focus of the Rail...

Transport User Voice – May 2019 – Making bus a better choice for young...

Sharing good practice with bus operators and local authorities Young people are the biggest...

Transport User Voice – May 2019 – Where do drivers want to see road...

Call for Highways England to review design of road signs One in five road users suggest the...

Transport User Voice – May 2019 – Chief executive’s editorial

The next 12 months – what is Transport Focus aiming to change? Transport Focus exists to...

Transport User Voice – May 2019 – Tram passenger satisfaction riding...

Tram Passenger Survey Autumn 2018 results Nine in 10 tram passengers are satisfied with their...

Young people and transport, Glasgow event: agenda and delegate list

On Thursday 25 April Transport Focus will hold an event to showcase its research with young people...

Register of outside interests for Board members and senior staff – April...

Transport User Voice – April 2019 – Coach industry can do more...

Getting to and from the airport. Is coach an option? A third of people believe coaches...

Transport User Voice – April 2019 – Derby engineering and...

Putting passengers at the heart of the upgrade Investment in the rail network is welcome and...

Transport User Voice – April 2019 – Station spotlight:...

Manchester Piccadilly station’s crowded platforms 13 and 14 have been the focus of new Transport...

Transport User Voice – April 2019 – Accountable leadership for...

Research informs Rail Review Most passengers don’t feel the railways is run for their...

Transport User Voice – April 2019 – Changes to the National...

Boosting the user voice - new survey innovation The National Rail Passenger Survey (NRPS)...

Transport User Voice – April 2019 – What’s happening in...

Welcome arrival of Delay Repay 15 for Transport for Wales passengers New rules for getting...

Transport User Voice – April 2019 – Case study

South Western Railway - all delay and no repay? Mr W boarded the 00.05 South Western Railway...

Transport User Voice – April 2019 – People who catch the bus...

Almost nine in 10 passengers using buses were satisfied with their last journey in the latest Bus...

Transport User Voice – April 2019 – Chief executive’s...

Talking to transport users in a digital age Transport Focus is developing its main tracker...

Transport User Voice – March 2019 – Proof of purchase is not...

Is email confirmation sufficient ticket to travel? Miss B paid £47.00 for two e-tickets tickets...

Transport User Voice – March 2019 – Remedial notices for...

Action to improve punctuality key to better satisfaction The ScotRail franchise is the one of...

Transport User Voice – March 2019 – Williams Rail Review

Transport Focus Board to meet Keith Williams On Tuesday 12 March the Board of Transport Focus...

Transport User Voice – March 2019 – Bus passengers rate their...

Bus Passenger Survey launch event The latest round of results from the annual Bus Passenger...

Transport User Voice – March 2019 – Measuring how the road...

What do users want to see? Transport Focus is working hard to help shape investment plans for...

Transport User Voice – March 2019 – Chief executive’s...

Transport users and safe, reliable journeys New research work published by Transport Focus...

Transport User Voice – March 2019 – Action to reform broken rail fares...

Transport Focus welcomes ‘Easier Fares for All’ proposals In mid...

Transport User Voice – February 2019 – Chief executive’s...

Rail Review, fares review and more wins! As rail passenger satisfaction falls to its lowest...

Transport User Voice – February 2019 – Young people and transport in...

Good practice and priorities for improvement Over 50 guests turned out to listen to an...

Transport User Voice – February 2019 – Worst satisfaction in...

National Rail Passenger Survey Autumn 2018 In the latest results from our National Rail...

Transport User Voice – February 2019 – Buses on the Strategic...

Which issues matter most to passengers and stakeholders? Highways England is investigating...

Transport User Voice – February 2019 – Winning for A66 road...

Advocacy to drive visible improvements in the Eden Valley In 2016 Transport Focus published...

Transport User Voice – February 2019 – Promising developments on the...

A new transport board in Bristol and work for young users Young people are the biggest users of...

Transport User Voice – February 2019 – You and your train...

Transport Focus takes West Midlands Trains to meet Team Victoria Last year, West Midlands Rail...

Transport User Voice – February 2019 – Rail satisfaction in...

The latest views of ScotRail passengers In the latest National Rail Passenger Survey, overall...

Transport User Voice – February 2019 – Case study

Can you get compensation if train delays mean you miss a flight? Mr M planned to travel on 28...

Highway England response to Transport Focus smart motorway research

In September 2017 Transport Focus published Getting to the heart of smart – road user experience...

Bus passenger experience in Liverpool

On Monday 14 January 2019, members of the House of Commons Transport Select Committee are set to...

Transport User Voice – January – Case study

Asking LNER to revoke a unpaid fare incurred through illness Mr H booked tickets for the 18:58...

Transport User Voice – January – Wales: latest activity for...

Young people and transport: event in Cardiff Transport Focus will hold an event on Thursday 24...

Transport User Voice – January – Tunnels: what do road users...

New research suggests a need for clearer signage and rules New road tunnels must be designed,...

Transport User Voice – January – Awareness of compensation for...

Transport User Panel research on Thameslink and Great Northern Make a claim, make sure your...

Transport User Voice – January – Making bus a better choice...

Young people are the biggest users of bus - but don't feel services are designed for...

Transport User Voice – January – Chief executive’s editorial

Phew. The rail timetable changes on 9 December went relatively smoothly. More services and more...

Transport User Voice – January – Keeping passengers at the...

What are we doing about the Rail Review? It would be hard to have missed the fact the Government...

Transport User Voice – December – The changing landscape of...

Rail passengers now have somewhere they can go with a range of unresolved complaints, following the...

Transport User Voice – December – You and your train company

On 13 November Transport Focus held a board meeting in public in Manchester. Board members and...

Transport User Voice – December – Scotland’s upcoming...

Billed as a ‘Revolution in Rail’, ScotRail is making major changes to the timetable from 9...

Transport User Voice – December – Transport Focus Data Hub

On 7 November, alongside the results from our Strategic Roads User Survey, Transport Focus launched...

Transport User Voice – December – Services on ‘A’ roads...

Long-distance dual carriageways often carry as much traffic as some motorways, yet roadside...

Transport User Voice – December – Leaning in for bus...

Bristol is a dynamic and growing city but had a tough few weeks recently when it comes to...

Transport User Voice – December – Roads to keep lorries and...

In some of its first business-focused road user research, Transport Focus has found only half of...

Transport User Voice – December – Editorial

It's been a busy month securing wins for road users and rail passengers: Transport Focus’s new...

Transport User Voice – December – Action to make major roads...

On 29 November we published new research that shines a much-needed light upon the experience of...

Transport Focus Board Meeting – 13 November 2018

Agenda, briefing notes and presentations for the public Transport Focus Board meeting on 13...

Special Transport Focus Board Meeting – 12 November 2018

Agenda, briefing notes and presentations for the Special Transport Focus Board meeting on 12...

Transport User Voice – November 2018 – Case study

So your mobile is dead… how valid is your digital railcard or ticket? Mrs G holds a digital...

Transport User Voice – November 2018 – You and your train...

Accessibility Forum Transport Focus’ bi-annual Accessibility Forum – well attended by over...

Transport User Voice – November 2018 – Transport for Wales...

Welsh passengers have high expectations for their new rail service The early hours of Sunday 14...

Transport User Voice – November 2018 – Showcasing new...

Our most significant survey of road user satisfaction yet Since 2015, Transport Focus has...

Transport User Voice – November 2018 – How good are...

Measuring the impacts of poor signage, design and maintenance Transport Focus recently published...

Transport User Voice – November 2018 – Driving solutions for a...

Presenting to parliamentarians the most robust evidence we have for passengers On 29 October,...

Transport User Voice – November 2018 – Chief executive’s...

Bus open data, the Rail Review and a huge boost to the driver voice Governments...

Transport User Voice – November 2018 – Saturday strikes...

Northern passengers tell us how they have been affected Industrial action by members of the...

Transport User Voice – November 2018 – Putting the user centre...

Ensuring the Government's new strategy (RIS2) addresses the needs of road users The Government...

Impact of strikes on Northern passengers and their views on the dispute,...

Industrial action by members of the National Union of Rail, Maritime and Transport Workers has...

Transport User Voice – October 2018 – Scotland – future...

Working to promote passengers’ top priorities for rail services in Scotland Transport Focus...

Transport User Voice – October 2018 – Case study

The case of the missing shopping bag Mrs D was due to travel from Oxford Road in Manchester to...

Transport User Voice – October 2018 – Bus passenger...

Nearly nine in every 10 passengers happy In our latest Bus Passenger Survey in the West Midland...

Transport User Voice – October 2018 – You and your train...

What's happening on your train services? Cross Country franchise competition The Department for...

Transport User Voice – October 2018 – How do you rate your local bus...

Bus and tram passenger surveys take to the road Both of our annual bus and tram passenger...

Transport User Voice – October 2018 – Nearly 20,000 passengers...

Easier fares reform roundtable Our rail fares consultation – undertaken jointly with the Rail...

Transport User Voice – October 2018 – Meeting the challenges for...

Evening reception with Andy Burnham Transport Focus is pleased to announce that Andy Burnham,...

Transport User Voice – October 2018 – Chief executive’s...

Transport Focus making a difference We have secured a great range of wins for transport users...

Transport User Voice – October 2018 – Rail Review: passengers must be...

After the torrid summer of timetable disruption, on-going patchy performance and strikes we are now...

Transport User Voice – September 2018 – Compensation for timetable...

We asked season ticket holders in the north how easy it's been to claim In early July Northern...

Transport User Voice – September 2018 – High Quality Buses for...

Evaluating a new fleet designed to offer passengers a good experience Passengers in...

Transport User Voice – September 2018 – Case study

Getting a mobility scooter permit Mr M booked tickets in advance for his wife to travel on Great...

Transport User Voice – September 2018 – Chief executive’s...

After the storm - how can the railway win back trust? Trust in the rail industry has been...

Transport User Voice – September 2018 – Boosting passenger priorities...

Helping to shape partnership working in two combined authority areas Transport Focus already...

Transport User Voice – September 2018 – High visibility markings and...

Improving the road user experience on the A38, near Derby Transport Focus’ research into road...

Transport User Voice – September 2018 – Update on our road user...

Strategic Roads User Survey Measuring satisfaction with road users’ experience of a journey...

Transport User Voice – September 2018 – You and your train company

West Coast Partnership The franchising team at Transport Focus has reviewed the West Coast...

Transport User Voice – September 2018 – Wales and Borders

Promoting passenger priorities as the new rail operator gets going On 4 June it was announced...

Future of Rail roundtable discussion, London

Ian Wright, head of insight, is speaking at a roundtable discussion on the Future of Rail,...

Transport User Voice – August 2018 – Case study

Mr G fell ill and was taken to hospital. He was told he would be unfit for travel for the duration...

Transport User Voice – August 2018 – You and your train company

The present Cross Country franchise, operated by Arriva UK Trains, is expected to end in December...

Transport User Voice – August 2018 – Seeking better local bus services

Buses offer a vital lifeline to many, in terms of accessing employment, education and health...

Transport User Voice – August 2018 – ScotRail services

Eight in ten passengers in Scotland say they are satisfied overall with ScotRail services. The...

Transport User Voice – August 2018 – Preventing road disruption in Kent

Government recently announced a fresh approach to Operation Stack, where stretches of the M20 in...

Transport User Voice – August 2018 – How to arrive at fairer rail...

Transport Focus has long called for a thorough reform of Britain’s complex rail fares and...

Transport User Voice – August 2018 – Rail timetable crisis – time to...

The announcement of special compensation above and beyond the usual is welcome news for passengers...

Transport User Voice – August 2018 – Chief executive’s editorial

As timetable problems continued through July we have continued to be both active and vocal about...

Transport User Voice – August 2018 – England’s best motorway...

Norton Canes (Roadchef) services on the M6 toll has been rated England’s best motorway services...

Dartford Crossing – Transport User Panel survey

Earlier this year 447 panellists who had used the Dartford Crossing told us about their...

Bus Passenger Survey methodological overview – autumn 2017 wave

In 2017, we consulted nearly 175,000 people to produce the Bus Passenger Survey. The survey is an...

Workplan Report 2017-2018

Please find here the final version of the Workplan Report 2017-2018.

Board meeting papers – July 2018

Supporting papers for the Transport Focus public Board meeting which took place at St Bride’s...

Transport Focus Board Meeting – July 2018

The independent passenger watchdog has called Network Rail’s route managing director for Wessex,...

Storms and weak performance buffet rail passenger satisfaction

Earlier this year rail passengers battled the ‘Beast from the East’ and Storm Emma – our...

Not the dreaded rail replacement…

When a train journey goes wrong, do you stick or twist – stay on the train or bail out on to a...

New fares for Metrolink

Simpler fares are on the cards for Manchester tram passengers. The Transport Focus Tram...

You and your train company

CrossCountry franchise consultation What do people want from future Cross Country services? The...

A smarter transport network for Scotland

Transport Focus is helping keep passengers at the heart of the process as a Scottish transport bill...

Goodwill gesture for penalty fare passenger

Two separate ticket inspections failed to spot that Mr F was missing part of his ticket as he...

‘Something better change’

The pop song by the Stranglers probably sums up the feelings of rail passengers caught in the...

New Wales and Borders rail services

KeolisAmey will become the new operator and developer for the Wales and Borders rail service and...

Misery for many – so what can be done?

Many rail passengers have faced daily delays, confusion and cancellations since a new timetable...

Wales Bus Summit – Bus Passenger Survey presentation

At the Wales Bus Summit on 3 May 2018, Transport Focus and Bus Users Cymru gave a joint...

Rail timetable crisis in the north – watchdog calls special Board meeting

The independent watchdog has called train operators to a special Board meeting to explain what's...

Special Transport Focus Board Meeting – June 2018

Agenda and draft minutes of the Special Transport Focus Board meeting on 19 June 2018.

Transport User Voice – June 2018 – Busting congestion in Bristol

What impact is congestion have on journeys in Bristol? Over the past year Transport Focus has...

Transport User Voice – June 2018 – Northern rail services

Delays and cancellations continue to disrupt passengers using Northern trains after the...

Transport User Voice – June 2018 – Passengers favourite train...

London Kings Cross is the top train station in Britain according to passengers. In our latest...

Transport User Voice – June 2018 – Majority of Glasgow subway...

Glasgow Subway Survey Glasgow Subway passengers are almost all satisfied with their...

Transport User Voice – June 2018 – We help passenger receive full...

Mrs J is a Southeastern season ticket holder and was recently diagnosed with arthritis. She reduced...

Transport User Voice – June 2018 – Passengers favourite train...

London Kings Cross is the top train station in Britain according to passengers. In our latest...

Transport User Voice – June 2018 – You and your train company

East Coast Partnership The Secretary of State for Transport has announced that the Virgin Trains...

Transport User Voice – June 2018 – Understanding the needs of...

How do disabled motorists find travelling on motorways and major ‘A’ roads? Disabled...

Transport User Voice – June 2018 – Chief executive’s...

Some good wins for users this month: Our suggestions of Facebook signs on the M5 Oldbury...

Transport User Voice – June 2018 – Challenging the rail industry...

We challenged the rail industry over ‘unreliable’ timetables at a special meeting of Transport...

Special Transport Focus Board Meeting presentation – May 2018

Presentation by Paul McMahon of Network Rail on 15 May 2018.

Special Transport Focus Board Meeting – May 2018

Agenda of the Special Transport Focus Board meeting May 2018.

Accessibility Forum – May 2018

Minutes of the Transport Focus May 2018 Accessibility Forum.

ScotRail National Rail Passenger Surveys 2017

We consult more than 50,000 passengers a year to produce the National Rail Passenger Survey (NRPS)...

Transport Focus special Board meeting with South Western Railway and...

The Transport Focus Board called a special meeting with the managing director of South Western...

Special Board meeting with Virgin Trains West Coast about passenger...

Here are the minutes from the public special Board meeting held in London in July...

Board meeting minutes – November 2017

Here are the minutes from the public Board meeting held in Manchester in November 2017. They have...

Board meeting minutes – July 2017

Here are the minutes from the public Board meeting held in London in July 2017. They have been...

Head of communications (maternity cover) application pack

Click the links below to download the job description and application form for the role of Head of...

Transport User Voice – May 2018 – What’s happening in Wales?

Nearly 5000 passengers in Wales took part in Transport Focus’ eighth annual Bus Passenger Survey...

Transport User Voice – May 2018 – Taking the Bus Passenger Survey...

What do we do with the results of our eighth and latest Bus Passenger Survey? We spoke to almost...

Transport User Voice – May 2018 – Case study

Miss J has recently come to rely on a rollator – a mobility aid similar to a walking frame but...

Transport User Voice – May 2018 – You and your train company

West Coast partnership Competition for the running of the future west coast rail services,...

Transport User Voice – May 2018 – A303 Stonehenge tunnel consultation

It’s not surprising that Highways England’s proposals to put the main A303 route as it passes...

Transport User Voice – May 2018 – Penalty fares

Passengers who are charged a penalty fare will now be able to appeal to a third-stage independent...

Transport User Voice – May 2018 – Tomorrow’s rail passengers

Despite a record 1.7bn rail journeys made last year passenger numbers are starting to...

Transport User Voice – May 2018 – Chief executive’s editorial

Good wins for Transport Focus this month include: Southeastern and South Western Railway both...

Transport User Voice – May 2018 – Buses hit the headlines!

You wait ages for a bus story to come along, then another comes along at the same time! Good to...

A303 Stonehenge consultation – Transport Focus response

Transport Focus's response to Highways England's A303 Stonehenge public consultation.

Transport User Voice – April 2018 – Case study

Mr K purchased first class tickets from Bristol Temple Meads to Inverness to catch a ferry. The...

Transport User Voice – April 2018 – What’s happening in Scotland?

Throughout the autumn and winter train service performance has been challenging for ScotRail. This...

Transport User Voice – April 2018 – Rail accessibility update

The level of service for passengers with disabilities has failed to improve in line with facilities...

Transport User Voice – April 2018 – The role of a stakeholder manager

Hi, I’m Freeha Fernandes and I’m a stakeholder manager at Transport Focus. My role is...

Transport User Voice – April 2018 – You and your train company

Transport for Wales is currently assessing two bids from KeolisAmey and MTR Corp (Cymru) Ltd to run...

Transport User Voice – April 2018 – How do drivers rate our roads?

We will launch the new Strategic Road User Survey (SRUS) on Tuesday 3 April. The SRUS –...

Transport User Voice – April 2018 – Tram services are great, but focus...

The annual Tram Passenger Survey, now in its fifth year, shows that more than nine in 10 tram...

Transport User Voice – April 2018 – Chief executive’s editorial

The snow seems a distant memory (for now) so we can calmly ponder how well our transport networks...

Transport User Voice – April 2018 – Bus drivers still key, despite...

The eighth annual Bus Passenger Survey was launched in Reading identifying the factors that deliver...

Transport User Voice – March 2018 – Train timetable uncertainty let...

Passengers may find it harder to plan in advance and buy cheaper tickets, warns independent...

Transport User Voice – March 2018 – How do we make the bus more...

Young people are the biggest users of the bus – but don’t feel services are designed for...

Transport User Voice – March 2018 – “Technology is great – we...

Passengers excited at potential impact of technology, but not at the expense of friendly...

Transport User Voice – March 2018 – Transport Focus helps shape...

Transport Focus plays pivotal role in shaping future roads in England Highways England, the body...

Transport User Voice – March 2018 – You and your train company

The financial challenges facing the operator of The East Coast franchise are now urgent, the...

Transport User Voice – March 2018 – Could you be our next Board member?

The Department for Transport is looking to appoint two new members to the Board of Transport Focus....

Transport User Voice – March 2018 – Case Study

Mr H booked tickets to travel with Virgin Trains using his Traveller's Membership Club Card...

Transport User Voice – March 2018 – What’s happening in Wales?

Transport Focus is continuing to work with Transport for Wales, to ensure passengers are at the...

Transport User Voice – March 2018 – Chief executive’s...

Improving compensation for passengers Transport Focus’s 2018-21 and one year 2018-19 workplans...

Managing service disruption – the user perspective

Brighton & Hove Buses held a series of workshops to look at ways in which passenger...

Transport User Voice – February 2018 – Scotland’s passengers...

Eight in ten passengers in Scotland say they are satisfied overall with ScotRail services. The...

Transport User Voice – February 2018 – Case Study

Miss E bought an annual season ticket, costing £4900, for her daily commute with Southeastern....

Transport User Voice – February 2018 – Opportunity to make a...

Could you be our next Board member? The Department for Transport is to appoint two new members...

Transport User Voice – February 2018 – You and your train...

What do Great Western Railway passengers think of their service? The Great Western franchise...

Transport User Voice – February 2018 – Transport Focus helps...

How can more young people be encouraged to travel by bus? The Bus 18 alliance in Yorkshire has...

Transport User Voice – February 2018 – Design major roads with...

Cyclists, pedestrians and equestrians need roads designed with them more in mind. Transport...

Transport User Voice – February 2018 – Transport Focus calls...

Rail bosses vowed improvements after the watchdog called them in over declining...

Transport User Voice – February 2018 – Only a third of...

Just a third of commuters are satisfied with the value for money of their train journey. In our...

Transport User Voice – February 2018 – Chief executive’s...

Performance and handling disruption well are key themes for transport users and us. Looking...

National Rail Passenger Survey – Network Rail routes report

National Rail Passenger Survey - Network Rail routes report

Transport Focus Board member application pack

The Department for Transport is seeking to appoint members to our Board with a strong track record...

Transport User Panel questions for Northern and TransPennine Express

On 13 November Transport Focus held a board meeting in public in Manchester. Board members and...

Transport User Voice – What’s happening in Wales?

Bus Strategy in Wales Transport Focus is ensuring the passenger voice is playing a central role...

Transport User Voice – Case study

Ms B dropped her son, Mr B, at Bromsgrove station where he normally buys a ticket from the ticket...

Transport User Voice – Maintaining the railway

Maintaining the railway is critical – without regular maintenance, things will not run...

Transport User Voice – You and your train company

Passengers’ needs at the heart of long-term planning Our report on passengers’ priorities...

Transport User Voice – Become a member of the new Independent Appeals...

Would you like to help ensure penalty fares are fair? We’re looking for 12 people to become part...

Transport User Voice – Improving road user experiences during incidents

The independent watchdog is working with Highways England and the police to tackle motorways...

Transport User Voice – What do young people want from their bus service?

Young people are the largest group of bus passengers – so why are they the least...

A chill wind – managing disruption is key to trust

The recent cold spell has highlighted again the importance of how disruption is managed and, in...

Transport User Voice – Train passengers being misled in the run up to...

Our latest investigation leads to a win for passengers In the lead up to Christmas, we found...

Application pack for Stakeholder Manager – Franchising (December 2017)

We are looking to recruit a Stakeholder Manager to join our team in London. The position...

Appendix 1 – Preferred Supplier List terms and conditions

Instructions for responding to the Invitation to Preferred Supplier List

The purpose of this questionnaire is to invite a number of suitably qualified and experienced...

Rail fares increase for 2018 – Scotland response

Anthony Smith, chief executive of the independent watchdog Transport Focus, said: "It's mixed...

Rail fares increase for 2018 – Wales response

Anthony Smith, chief executive of the independent watchdog Transport Focus, said: "A chill wind...

Bus Passenger Survey methodological overview – autumn 2016 wave

In 2016, we consulted more than 160,000 people to produce the Bus Passenger Survey. The survey is...

Transport User Voice – Case Study

Mr L was travelling from Edale to Lincoln Central via Sheffield with Northern. He bought his ticket...

Transport User Voice – What’s happening in Scotland?

Scottish Bus Passenger Survey The way local bus services in Scotland are run could be set for a...

Transport User Voice – Northern transport reception

We’ve been sharing our plans to ensure transport users are at the heart of northern...

Transport User Voice – You and your train company

Northern penalty fares We know how frustrating it is when it seems a minority of passengers are...

Transport User Voice – Time to plan your Christmas journeys

Have you planned your Christmas train journey? We know engineering works can be a real pain for...

Transport User Voice – Better information for bus passengers

Do you struggle to get the right information about local bus routes, timetables, fares and arrival...

Transport User Voice – What would make your rail journey better?

What would improve your rail journey? That's what the watchdog has asked passengers in its latest...

Delays and disruption – getting a better deal for users

Investment in rail and road networks is great. However, the digging phases of that investment can...

Transport User Voice – What do drivers want from motorway road...

What makes a ‘good’ driving experience on England’s motorways and major ‘A’ roads? In...

Response to the Department for Transport’s Accessibility Action Plan...

We welcome the opportunity to respond to the Department for Transport’s Accessibility Action Plan...

Board meeting minutes – March 2017

Here are the minutes from the public Board meeting held in London in March 2017. They have been...

Board meeting papers – November 2017

Supporting papers for the Transport Focus public Board meeting which takes place at Piccadilly...

Rail passengers’ experiences and priorities during engineering...

Independent watchdog Transport Focus has updated its 2012 research Passenger priorities during...

Transport User Voice – Northern transport reception

Would you like to find out more about what we do for transport users in Northern England? Why...

Transport User Voice – Chief executive’s editorial November 2017

The last month has proved to be another productive period for Transport Focus. We continue to speak...

Transport User Voice – New board to represent passengers in Wales

Wales Route Supervisory Board Transport Focus has joined forces with Network Rail, Arriva Trains...

Transport User Voice – Case Study

Mr M was travelling from Glasgow Queen Street to Peterborough with two other passengers. He...

Transport User Voice – You and your train company November 2017

East Midlands consultation We‘ve been out and about to hear your views on future East...

Transport User Voice – Liverpool Lime Street upgrade: giving passengers...

How was the Liverpool Lime Street station upgrade for you? With passengers forced to make...

Transport User Voice – Road surfacing: what do road users want?

What do road users want from road surfaces on motorways and major ‘A’ roads? Transport Focus...

Transport User Voice – West Midlands Bus Alliance is renewed

West Midlands mayor Andy Street and Transport Focus have signed on the dotted line to help deliver...

Transport User Voice – Top motorway services named

Reading westbound services on the M4 was named England’s top motorway services in our new...

NRPS technical guide – Spring 2017

This technical guide outlines the methodology and technical details for the Spring 2017 NRPS (wave...

Register of outside interests for Board members and senior staff –...

Register of outside interests for Board members and senior staff (October 2017).

Transport User Voice – Bus services in Scotland set for major shake-up

Proposed Transport Bill The way local bus services in Scotland are run could be set for major...

Transport User Voice – Case Study

Mrs G buys her son his Great Western Railway (GWR) season ticket from Guildford station as he uses...

Transport User Voice – Travelling by train this Christmas?

Planning a shopping trip, panto outing, or a visit to relatives over the festive season? With less...

Transport User Voice – Improving bus services across West Yorkshire

Transport Focus is helping transform bus travel in West Yorkshire as part of a new local...

Transport User Voice – Hear how we’re working for bus passengers

Want to hear how we’re working for bus passengers? Transport Focus will have a stand at Coach...

Transport User Voice – Future East Midlands rail services: building on...

East Midland rail passengers are calling for future trains to come with free Wi-Fi and power...

Transport User Voice – Chief executive’s editorial October 2017

Good wins for transport users this month that Transport Focus has secured. Here are some of the...

Transport User Voice – ‘Help me understand how smart motorways work’...

Drivers need more help to understand smart motorways, is the finding of our new road user...

Transport User Voice – What’s happening in Wales?

Major engineering works are set to taking place in the Cardiff and Bristol area and we’ve been...

Transport User Voice – Case study September 2017

Mrs J was travelling from Feniton to London Waterloo station in order to go to an appointment....

Transport User Voice – Onibury A49 roadworks: keeping road users in the...

We’ve been making sure the road user voice is heard in planning a key road diversion...

Transport User Voice – You and your train company September 2017

West Midlands franchise award In August the Department for Transport (DfT) announced that the new...

Transport User Voice – Bus Passenger Survey expands into Wales

For the first time, the Bus Passenger Survey will be taking place across England, Scotland and now...

Transport User Voice – ‘Difficult, stressful and at times dangerous’...

Vital work to upgrade the A120 between Braintree and the A12 is urgently needed according to the...

Transport User Voice – Waterloo station upgrade: giving passengers a...

How was the London Waterloo station upgrade for you? Transport Focus has be monitoring the...

Transport User Voice – Chief executive’s editorial September 2017

Summertime and the engineers are busy… Welcome, much needed, investment in our transport systems...

Transport User Voice – Passengers face biggest rail fares rise for five...

With some rail passengers set to see their fares increase by a possible 3.6 per cent from January...

Board Members Committees and Champions 2017-18

This document outlines the Board member’s committees and individual responsibilities to Transport...

Transport User Voice – You and your train company August 2017

Wales and Borders Transport Focus presented our latest research into passengers' experiences and...

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...

Transport User Voice – Nine out of 10 passengers satisfied with ScotRail

ScotRail has achieved its best performance in our latest National Rail Passenger Survey. The...

Transport User Voice – Half of Northern passengers unaware of strike...

Passengers hit by rail strikes in the North of England are calling for more information about the...

Transport User Voice – Keeping Bristol’s buses on the move

Road congestion is strangling traffic in many major cities and having a direct impact on the speed...

Transport User Voice – Just how late is your train?

Delayed rail passengers will soon get minute-by-minute scrutiny of late-running trains with the...

Transport User Voice – Road users want more reliable journey times

As we further added to our suite of user satisfaction surveys, we found that users of England’s...

Transport User Voice – Chief executive’s editorial August 2017

Has a report ever been launched at a motorway service area before? (alright someone tell me…!)....

Transport User Voice – Rail passengers see fragile green shoots of...

Rail passengers in London and the South East are more satisfied with their railway journeys after a...

Gifts and hospitality register 2016-17

Table detailing gift and hospitality declarations for 2016/17 and the gift and hospitality register...

Board meeting papers – July 2017

Supporting papers for the Transport Focus Board meeting which takes place at the St Bride’s...

Transport Focus Freedom of Information Act publication scheme

This publication scheme is based on the model scheme prepared and approved by the Information...

South Eastern rail franchise consultation response – June 2017

When new franchise deals are let we want to see passenger views at the heart of the decisions about...

Transport User Voice – Case study

Mrs B went to purchase tickets from the Wivenhoe ticket office. She asked the clerk what the...

Transport User Voice – Oxford Bus Company – how they used the Bus...

Across the country bus operators use the Bus Passenger Survey to drive improvements on behalf of...

Transport User Voice – Despondent rail passengers call for better...

Passengers travelling on Wales and Borders services are calling for an overhaul of tired and...

Transport User Voice – Restoring normal service: passengers and the Gibb...

Passengers using Southern, Thameslink and Gatwick Express services in the last two years have...

Transport User Voice – You and your train company

West Coast Partnership The Government has announced a shortlist of three bidders to compete to...

Transport User Voice – Virgin Trains tops our rail complaints list

The Transport Focus Board has called a special meeting with the managing director of Virgin Trains...

Transport User Voice – Users have their say on future roads investment

Having spoken to more than 10,000 road users since becoming the watchdog in 2015, Transport Focus...

Transport User Voice – Trams become the benchmark for happy passengers

The latest Tram Passenger Survey shows that passengers rate their trams highly with an overall...

Transport User Voice – Chief executive’s editorial

Southern blues... More industrial action taking place on the Southern, Northern and Merseyrail...

Board meeting minutes – November 2016

Here are the minutes from the public Board meeting held in Birmingham in November 2016. They have...

Audit, Risk Assurance and Remuneration Committee – Terms of reference

This document outlines the terms of reference for the Audit, Risk Assurance and Remuneration...

Transport User Voice – Getting roadworks right for the road user

How can we make journeys on our motorways less stressful for road users? Road users tell us they...

Transport User Voice – Bus Passenger Survey expands across Scotland

Scotland Bus Passenger Survey The 2016 Bus Passenger Survey (BPS) has expanded to cover all the...

Transport User Voice – Case study

Mr R was travelling from London to Paignton via Exeter with Great Western Railway (GWR). As he has...

Transport User Voice – Research coming soon

Over the next few months Transport Focus will be publishing lots of new research into users’...

Transport User Voice – You and your train company

Focus on Great Western Railway Many in the railway world want to see track and train working...

Transport User Voice – Southern rail: have you claimed compensation?

Have you been affected by the Southern strikes? If you haven’t claimed compensation you have just...

Transport User Voice – A bus passenger revolution on the horizon?

Things are stirring for passengers in the bus world in England. Bus companies are coming together...

Transport User Voice – Boosting the ambition of future South Eastern...

Passengers on Britain’s fourth largest franchise are calling for a service they can depend on in...

Transport User Voice – What’s happening in Wales?

Changes are afoot for rail and bus passengers in Wales. But will they benefit from them? Wales...

Transport User Voice – Case study

Mr C was very unwell and had spent over a week in hospital. The day he was due to return home from...

Transport User Voice – You and your train company

New South Western franchise operator The winner of the South Western rail franchise has been...

Transport User Voice – Rail strikes spread to northern England

Industrial action by the RMT union has now spread from Southern to Northern and Merseyrail. On...

Transport User Voice – Keeping users at the heart of transport

Anniversaries are a time to reflect. And, as the independent transport watchdog, we have been...

Transport User Voice – What makes a successful road journey?

Drivers say journey time is the most important factor to measure on England’s motorways and major...

Transport User Voice – Are alliances set to transform transport?

The launch of the latest Bus Passenger Survey in Liverpool was very positive. The news that...

Transport User Voice – Why the surge in Great Western Railway passenger...

Thousands of rail passengers who have raised complaints and made compensation claims have had to...

Transport User Voice – Passengers increasingly dissatisfied with...

Bus passengers are increasingly unhappy with delays caused by congestion on the roads. This is...

Application pack for Communications assistant (March 2017)

We are looking to recruit a first-class communications assistant, to help us deliver high-quality...

Passengers feeling the strain during disruption

The performance problems faced by Scotland’s rail passengers’ has resulted in a significant...

Case study

Mr J tried to purchase a ticket at Gateshead stadium with Tyne and Wear Metro but was faced with a...

Southern Rail strike compensation

Rail passenger woes continue on Southern following yet more strikes. We are urging passengers,...

Bus Passenger Survey: driving change for passengers

The results of our 2016 Bus Passenger Survey (BPS) are now in. This year we will be launching...

You and your train company

South Eastern franchise passenger research The Department for Transport (DfT) is preparing to...

New Tyne and Wear Metro trains: what do passengers want?

Metro passengers have given a thumbs up to seating along the inside wall of its new trains. We...

How do drivers rate our roads?

How satisfied are users of England’s motorways and major ‘A’ roads? Transport Focus has...

Chief executive’s editorial – keeping transport users at the...

We are changing the way we travel. Less bus travel overall, but more use of rail, cars, tram, taxis...

Keeping passengers at the heart of bus service changes

Local authorities need to listen to passengers when proposing cuts to their bus services. That’s...

Transport User Voice – February 2017 – Wales summit brings bus...

Wales bus summit Wales' first ever bus summit was held in Wrexham to discuss how best to improve...

Transport User Voice – February 2017 – Case study

Mrs Y and her sister booked tickets for the 9.21 Virgin Trains East Coast service from...

Transport User Voice – February 2017 – Smart ticketing on buses: what...

Smart ticketing is once again a hot topic in the transport world. We have already seen how smart...

Transport User Voice – February 2017 – You and your train company

Northern and TransPennine In partnership with Northern and TransPennine Express, Transport Focus...

Transport User Voice – February 2017 – Don’t let England’s major...

Cyclists, pedestrians and equestrians want road schemes designed with them in mind, rather than...

Transport User Voice – February 2017 – Southern Rail disruption:...

In our latest survey just 30 per cent of Southern passengers travelling during peak times said...

Transport User Voice – February 2017 – Disruption in Dover – what do...

Disruption of cross-Channels ferries or the tunnel – for whatever reason – can have a severe...

Transport User Voice – February 2017 – Chief executive’s editorial

Under pressure: passenger verdict in The new National Rail Passenger Survey shows satisfaction...

Transport User Voice – February 2017 – Commuters continue to bear the...

It is perhaps no surprise that our latest twice-yearly National Rail Passenger Survey shows peak...

Application pack for Stakeholder Manager (January 2017)

We are looking to recruit a Stakeholder Manager to join our team in London team. Reporting to...

Transport User Voice – January 2017 – What’s happening in...

ScotRail performance Since ScotRail published its Performance Improvement Plan, we have met with...

Transport User Voice – January 2017 – Case study

Mr W held a season ticket with Northern Rail and wanted to claim for compensation due to a number...

Transport User Voice – January 2017 – Improving bus services for...

Transport Focus is helping improve services for bus passengers in Liverpool. The Liverpool City...

Transport User Voice – January 2017 – You and your train company

South Eastern We have carried out research on behalf of the Department for Transport (DfT) to...

Transport User Voice – January 2017 – West Midlands bus passengers...

Around nine in 10 bus passengers in the West Midlands are satisfied with their journey. This...

Transport User Voice – January 2017 – Welcome action on rail fares and...

In a big win for passengers the Government has announced it will be reforming the penalty fares...

Transport User Voice – January 2017 – Plan now to tackle future road...

Tackling congestion on major roads is drivers’ top priority for the future. Our latest survey...

Transport User Voice – January 2017 – Chief executive’s...

While the industrial action on Southern grinds on – 300,000 passengers affected – with no end...

Transport User Voice – January 2017 – Tough times continue for...

Tough times continue for passengers on Southern Rail following the failure of talks between Govia...

Fares and ticketing research list

Transport User Voice – December 2016 – A smarter way to travel

Transport ticketing is once again a hot topic. The Secretary of State wants to see smart...

Transport User Voice – December 2016 – Out and about in the...

Transport Focus’s Board was out and about in the West Midland to find out what transport users...

Transport User Voice – December 2016 – Bus Services Bill: 10...

Will the Bus Services Bill deliver the best deal for passengers? On the basis of our research on...

Transport User Voice – December 2016 – You and your train...

We attended the Department for Transport’s (DfT) East Midlands bidders’ day in Nottingham on 16...

Transport User Voice – December 2016 – Focus on people when...

“Consider the needs of people in vehicles, not just what the engineers need, when you get the...

Transport User Voice – December 2016 – Making rail...

The number of passengers claiming the compensation they are owed has almost trebled – but is...

Transport User Voice – December 2016 – Chief executive’s...

The scale of the accident in Croydon still seems hard to come to terms with. Seven dead, many...

Transport User Voice – December 2016 – What’s happening...

Wales and Borders rail franchise Four bidders who have now been confirmed for the franchise -...

Transport User Voice – December 2016 – Case Study

Mr C attempted to book a ticket from London Kings Cross to Brough using the Hull Trains' mobile...

Transport User Voice – November 2016 – Putting road users first

Much of Transport Focus’s work is about encouraging transport businesses to put the interests of...

Transport User Voice – November 2016 – Key role for the watchdog in...

Transport Focus is helping improve services for bus passengers in the West Midlands. The...

Transport User Voice – November 2016 – Case study

Mrs R and two friends booked to travel with South West Trains (SWT) from London Waterloo to Honiton...

Transport User Voice – November 2016 – You and your train company

East Midlands We’ll be at an event for prospective bidders for the East Midlands franchise in...

Transport User Voice – November 2016 – Ensuring the road user voice is...

We’ve been spreading the message about putting users first in Leeds this month. We spoke at an...

Transport User Voice – November 2016 – Scotland update

ScotRail issues, rural transport services, and transport policing – these have been our recent...

Transport User Voice – November 2016 – Tram survey reaches out to...

We’re out and about talking to tram passengers across England and Scotland at the moment. Our...

Transport User Voice – November 2016 – Anthony Smith’s...

Investment rules! Great to see the announcements around the new Greater Anglia franchise: new...

Transport User Voice – November 2016 – Talking directly to transport...

Need to find out what transport users really think? Transport Focus has set up an online panel...

Application pack for communications assistant (October 2016)

We are looking for a first-class communications assistant, to help us deliver high-quality media...

Transport User Voice – October 2016 – Anthony’s editorial

Welcome to your new-look Transport User Voice, bringing together all the top stories from our work...

Transport User Voice – October 2016 – Coming soon

We have a number of research reports due out in the coming months. Smart ticketing on buses in...

Transport User Voice – October 2016 – Case study

In our regular feature, we highlight a recent rail appeal complaint that we have handled. Click...

Transport User Voice – October 2016 – A brighter future for...

Southern and Thameslink passengers can see what the future holds once disruptive rebuilding work...

Transport User Voice – October 2016 – You and your train...

In this regular section we update on our work to boost the passenger voice in rail franchising....

Transport User Voice – October 2016 – Shaping the future of...

What will road users need in 2020 and beyond? Highways England has already set out a clear...

Transport User Voice – October 2016 – Bus survey expands into...

It’s that time of year again for Transport Focus to embark upon the Bus Passenger Survey in parts...

Transport User Voice – October 2016 – Welsh rail franchise

We have recently submitted our response to the Welsh Affairs Committee’s inquiry into the Wales...

Transport User Voice – October 2016 – Miles of orange cones,...

What do road users want when travelling through roadworks? We know, from our 2015 road user...

Transport Focus submission to House of Commons inquiry on the Bus Services...

Transport Focus submission to House of Commons inquiry on the Bus Services Bill.

Passenger Voice September 2016: Case study

Mr B booked a ticket to travel from Lockerbie to Edinburgh on a TransPennine Express service on 10...

Passenger Voice September 2016: Transport Focus board member for Wales

Have you got the skills and experience to make sure the voice of transport users in Wales is...

Passenger Voice September 2016: High Speed Two – a passenger view

From a better way of getting around the station to booking a seat, passengers have told us what...

Passenger Voice September 2016: You and your train company

East Anglia franchise Abellio has been announced as the winning bidder for the next East Anglia...

Passenger Voice September 2016: Improving the passenger experience in Wales

Transport Focus has been touring round Wales to help promote passenger interests. We’ve been...

Passenger Voice September 2016: Anthony Smith’s editorial

Overcrowding, strikes and late trains continue to be in the spotlight, but in the middle of this...

Passenger Voice September 2016: Southern Rail passenger disruption

Your stories of travelling on Southern are helping Transport Focus challenge Southern Rail to...

Road User Voice – September 2016 – Road User Director’s editorial

Over the last few months we’ve been working with Highways England to improve the customer...

Road User Voice – September 2016 – Focus on the East Midlands

Who clears the trees from signs? Transport Focus has been to Mansfield to look at how new-style...

Road User Voice – September 2016 – The future of our roads

What do road users want in the long term? We’ve been working on putting road users at the heart...

Road User Voice – September 2016 – Take a break – what do...

Toilets, cafes and rest - Transport Focus challenges the service area industry to exceed customer...

Road User Voice – September 2016 – Improving the Dartford crossing...

Mystery charges and confusing signs – Transport Focus has stepped in to help road users with the...

Road User Voice – August 2016 – Transport Focus Board member...

The Welsh Government wishes to appoint a new member to the Transport Focus board to ensure the...

Road User Voice – August 2016 – A night out on the M25

Our road user director spent a night out behind the scenes on the M25 watching an army of workers...

Road User Voice – August 2016 – Keeping roads open all-year...

In July we were in the north east on a fact-finding mission. We also wanted to share our road...

Road User Voice – August 2016 – Ensuring the road user voice...

We’ve had another busy month, attending several speaking engagements and making many more useful...

Road User Voice – August 2016 – Action needed to improve...

Lorry drivers have said their needs are not being fully met by roadside facilities in...

Road User Voice – August 2016 – Road user director’s...

On long (or even short!) journeys along England’s motorways and major ‘A’ roads, the...

Passenger Voice August 2016: Bus Services Bill – involving passengers

The Bus Services Bill has started its progress through Parliament and we’re making sure...

Passenger Voice August 2016: Case study

For her birthday Mrs P used Arriva Trains Wales’ (ATW) telesales helpline to book return tickets...

Passenger Voice August 2016: Transport Focus board member for Wales

The Welsh Government wishes to appoint a new member to the Transport Focus board to ensure the...

Passenger Voice August 2016: Improving bus journeys in the West Midlands

A new alliance of bus operators is set to invest £150 million in transforming bus travel in the...

Passenger Voice August 2016: You and your train company

Bidder withdraws from West Midlands competition MTR Corporation has withdrawn its bid for the next...

Passenger Voice August 2016: Anthony Smith’s editorial

After months and months of anguish, Southern commuters are facing a temporary timetable; but will...

Passenger Voice August 2016: Southern Rail timetable change

How is Southern Rail’s temporary timetable impacting you? Transport Focus has launched a new...

NRPS Stakeholder Consultation Forum presentation – July 2016

We held our NRPS Stakeholder Consultation Forum on Monday 11 July 2016. For further information...

Board member for Wales recruitment pack

The Welsh Government is appointing a new member to the Transport Focus Board to ensure the...

Road User Voice – July 2016 – Expressways or motorways?

The future is (almost here) – but is it the right one for road users? ‘Expressways’ are a...

Road User Voice – July 2016 – Older drivers: more or less...

Transport Focus has been gearing up to make a difference with a trip to Silverstone...

Road User Voice – July 2016 – Getting it right for users from the start

A key part of representing user interests, in any service, is making sure their voice is...

Accessibility Forum – April 2016

Notes and presentation of our April 2016 Accessibility Forum.

Road User Voice – July 2016 – Boosting the road user voice in...

How is Highways England helping road users in Yorkshire and the Humber? As well as looking at...

Road User Voice – July 2016 – Being CLEAR about road incidents

What should be done for drivers stuck for hours in traffic? Earlier in the year drivers faced...

Road User Voice – July 2016 – Road user director’s...

When travelling on England’s motorways and major ‘A’ roads you may want to seek traffic...

National Rail Passenger Survey Spring 2016 – pilot questionnaire...

We have developed a shortened National Rail Passenger Survey (NRPS) core questionnaire which has...

National Rail Passenger Survey Spring 2016 – pilot questionnaire

We have developed a shortened National Rail Passenger Survey (NRPS) core questionnaire which has...

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.

Transport Focus response to the Department for Business, Innovation and...

Transport Focus response to the Department for Business, Innovation and Skills consultation on...

Passenger Voice July 2016: ‘No one left behind’ – how to plug a...

What happens when the bus stops calling at your local stop or going through your community...

Passenger Voice July 2016: How was it for you?

We strive to give all transport users as powerful a voice as those that provide transport...

Passenger Voice July 2016: Case study

Mrs H purchased three off-peak weekend tickets ahead of her journey from Glasgow Central to...

Passenger Voice July 2016: You and your train company

West Coast consultation still open – have your say! The Department for Transport (DfT)...

Passenger Voice July 2016: Putting passenger satisfaction in the driving...

What do bus passengers really think of their bus service? An essential part of understanding the...

Passenger Voice July 2016: Latest rail passenger satisfaction scores

Our latest passenger satisfaction figures from the National Rail Passenger Survey are...

Passenger Voice July 2016: Anthony Smith’s editorial

28,000 survey forms returned to us, the results are now in. Passengers have told us how satisfied...

National Rail Passenger Survey Technical Guide – Autumn 2015

This document outlines the methodology used in the Autumn 2015 survey, the 26th undertaken by BDRC...

National Rail Passenger Survey User Guidance Report – Autumn 2015

This document provides guidance on how to use NRPS data and outlines the types of analysis...

Road User Voice – June 2016 – Looking at driver behaviour

How does the behaviour of other drivers affect you? We’re carrying out work to find the answer...

Road User Voice – June 2016 – Road user director’s editorial

A bit of sunshine and warmer days of late will have had many people refining their holiday plans....

Road User Voice – June 2016 – Big data, smarter travel

How could your phone help improve your journey? Transport Focus is exploring how traffic data...

Road User Voice – June 2016 – Focussing on surface quality

What do drivers really mean when the say they want improvements to the quality of road...

Road User Voice – June 2016 – What does the logistics industry need...

More information and engagement on roadworks are among the issues that matter most to the logistics...

Board meeting minutes – January 2016

Here are the minutes from the public Board meeting held in London in January 2016. They have been...

Board meeting minutes – February 2016

Here are the minutes from the public Board meeting held in London in February 2016. They have been...

Older drivers: more or less satisfied?

Demand responsive transport: users’ views of pre-booked community buses...

Further detailed background agency reports and the relevant sections of the Transport Act 1985 for...

Passenger Voice June 2016: Case Study

Mr T was due to travel with his nephew to London Waterloo on 23 March 2016. He bought two return...

Passenger Voice June 2016: Scottish and Welsh elections: a clearer picture...

The results are in in the Scottish and Welsh elections, but what does this mean for transport...

Passenger Voice June 2016: How will the Bus Services Bill affect...

Bus passengers could have a very different service if a new bill is to come into force. The new...

Passenger Voice June 2016: You and your train company

New services on the East Coast Earlier this month the Office of Rail and Road (ORR) published its...

Passenger Voice June 2016: Rail industry efforts to make passengers feel...

Stopping rowdy passengers from boarding some trains and increasing the presence of staff have made...

Passenger Voice June 2016: Anthony Smith’s editorial

On the buses? The Bus Services Bill has arrived Big changes to the way the bus services in...

Passenger Voice June 2016: Tram passenger satisfaction continues to rise

Tram passenger satisfaction has risen to 92 per cent. This was revealed in our latest Tram...

Passenger Voice May 2016: Case Study

Miss B enrolled on a degree course in London last year travelling two days a week from Norwich to...

Passenger Voice May 2016: What do rail passengers really think about their...

Want to know what passengers really think about their rail journeys? The spring 2016 wave of...

Passenger Voice May 2016: Wales and Borders rail franchise

When new franchise deals are let we want to see passenger views at the heart of decisions about...

Passenger Voice May 2016: You and your train company

West Midlands We have been talking to the Department for Transport (DfT) about plans for the next...

Passenger Voice May 2016: Making a difference for bus passengers

The Transport Focus Bus Passenger Survey (BPS) is five years old. Since it started bus operators...

Passenger Voice May 2016: Govia Thameslink Railway ticket offices...

Passengers have had their say - Transport Focus has decided to oppose Govia Thameslink Railway’s...

Passenger Voice May 2016: Anthony Smith’s editorial

Performance, performance, performance… Transport Focus exists to make a difference for all...

A new approach to rail services in London and South East: our response

DfT and TfL were consulting on how some services within the London area could be transferred from...

Transport Focus response to the Hendy review

The Department for Transport consulted on Sir Peter Hendy’s review of Network Rail’s...

Passenger Voice April 2016: How satisfied are bus passengers?

While value for money ratings vary widely across the country bus passengers are generally content...

Passenger Voice April 2016: Case study

In December 2015 Mr M had booked a batch of advance tickets dated every Monday from December to...

Passenger Voice April 2016: Research coming soon

Over the next few months Transport Focus will be publishing lots of new research into passengers’...

Passenger Voice April 2016: Passengers’ experiences of delays and...

Why don’t people claim compensation for delayed trains? That’s what we asked when trying to...

Passenger Voice April 2016: Shaw report into the future of Network Rail

How do we run, maintain and develop Britain's railway for the future and make the best improvements...

Passenger Voice April 2016: You and your train company

West Midlands The Department for Transport (DfT) has been carrying out a consultation into the...

Passenger Voice April 2016: Is bus the missing link in delivering a...

How do you turn a bus passenger into a valued customer and get more people on board? That was one...

Passenger Voice April 2016: Anthony Smith’s editorial

It was fantastic to see so many people at our events in Manchester. Our panel event on the role of...

Road User Voice – April 2016 – Bedford Bound

Delays and disruption, roadside facilities, signage and road surfacing were top of the agenda at a...

Road User Voice – April 2016 – Road user director’s editorial

Earlier this year the Transport Focus team headed off to Highways England’s regional office in...

Road User Voice – April 2016 – Better by design

Transport Focus is taking part in an initiative launched by Highways England to encourage...

Road User Voice – April 2016 – Getting to the heart of smart...

Transport Focus has put smart motorways to the test. The M6 10a-13 stretch near to Cannock and...

March 2016 Manchester Board meeting papers

Here can be found the supporting papers for the Transport Focus public Board meeting held in...

March 2016 Manchester Board meeting agenda

The agenda for the Transport Focus public Board meeting held in Manchester on the 17 March 2016.

Passenger Voice – April 2016

Road User Voice – April 2016

Passenger Voice March 2016: Case study

Mr P was due to travel from Leeds to Bristol Temple Meads on a Cross Country service in September...

Passenger Voice March 2016: Research coming soon

Over the next few months Transport Focus will be publishing lots of new research into passengers’...

Passenger Voice March 2016: Govia Thameslink Railway ticket offices...

Govia Thameslink Railway (GTR) has proposed changes to how ticket offices will be staffed at over...

Passenger Voice March 2016: Transport Focus hears from Govia Thameslink...

Charles Horton, CEO of Govia Thameslink Railway (GTR), joined us at our public Board meeting on...

Passenger Voice March 2016: West Coast trains – what passengers want

When new franchise deals are let we want to see passenger views at the heart of decisions about...

Passenger Voice March 2016: Is bus the missing link in delivering a...

Passenger Voice readers are invited to two events in Manchester in March. On 16 March, from 3-5pm,...

Passenger Voice March 2016: You and your train company

South Western The Department for Transport (DfT) has been carrying out a consultation into the...

Passenger Voice March 2016: Passengers continue to rely on railway staff

Passengers still value the ‘human face’ of staff on the ground despite all the new technology...

Passenger Voice March 2016: Do passengers trust the bus?

How do you turn a bus passenger into a valued customer and get more people on board? With...

Passenger Voice March 2016: Anthony Smith’s editorial

Passengers’ relationship with the bus industry This year’s UK Bus Summit provided an...

Passenger Voice March 2016

Rail passenger satisfaction – response to Which? poll

Today Which? magazine published its latest passenger satisfaction poll. David Sidebottom,...

February 2016 – Board meeting agenda

Please find here the agenda for our public Board meeting held on the 11 February 2016, 12 noon at...

Road User Voice – February 2016 – Road user director’s...

In January we carried out research into road users’ views about roadside facilities, including...

Road User Voice – February 2016 – Operation Stack, Manston...

During summer 2015 Operation Stack brought widespread disruption to the Strategic Road Network in...

Road User Voice – February 2016 – Focusing on roadside...

We have begun research to understand road users’ needs and experiences when it comes to roadside...

Road User Voice – February 2016 – Update on our delays and...

We have commissioned new research to look specifically at delays and disruptions resulting from...

Road User Voice – February 2016 – Research coming soon

Driver attitude and behaviour, and its impact on journey satisfaction and safety: This literature...

Passenger Voice February 2016: Is bus the missing link in delivering a...

Passenger Voice readers are invited to two events in Manchester we are hosting this March. On 16...

Passenger Voice February 2016: What next for Passengers’ Charters?

Passengers’ Charters need to be made clearer and more accessible for passengers according to our...

Passenger Voice February 2016: Case study

Mr B contacted us in December 2015 about South West Trains’ (SWT) lost property web forms,...

Passenger Voice February 2016: Tell us what you think about Passenger Voice

We hope that you find this newsletter helpful and interesting. Please tell us what you think by...

Passenger Voice February 2016: Changes to the National Rail Passenger...

We recently consulted on proposed changes to the National Rail Passenger Survey. These proposals...

Passenger Voice February 2016: You and your train company

West Midlands consultation Take this opportunity to have your say on the future of rail services...

Passenger Voice February 2016: What do passengers want from smart...

“I think the word smart means it works with your life.” This is one of many views expressed by...

Passenger Voice February 2016: Rail passenger satisfaction still...

The regular problems faced by Britain’s rail commuters is holding back a bigger recovery in...

Passenger Voice February 2016: Anthony Smith’s editorial

Rail commuters feel the pressure: passenger verdict in A big thank you to the 28,000 rail...

Road User Voice – February 2016

Passenger Voice February 2016

Board meeting minutes – November 2015

Here are the minutes from the public Board meeting held in Gateshead in November 2015. They have...

January 2016 – London Board meeting papers

Papers for the Board Meeting held in London on 14 January 2016.

Road User Voice – January 2016 – Have your say

Help shape the decisions the Government, Parliament and Highways England are making by having your...

Road User Voice – January 2016 – Getting to grips with road...

Improved quality of road surfaces, by a big margin, is the number one priority for improvement...

Road User Voice – January 2016 – Motorway service area tour

Motorway service areas are important, as our Road user needs and experiences research found. They...

Road User Voice – January 2016 – Road user director’s...

With 2016 fast approaching, I thought I’d reflect on our achievements since we started...

Road User Voice – January 2016 – HGV drivers prioritise...

‘Quality of road surfaces’ is the aspect of England’s motorways and major ‘A’ roads that...

Road User Voice – January 2016 – Research coming soon

Over the next year Transport Focus will be publishing lots of new research into road users’...

Road User Voice – January 2016

Passenger Voice January 2016: Case Study

Mr L was returning to his home in Alsager from Crewe by train with London Midland. Mr L had...

Passenger Voice January 2016: Bus and community transport services in Wales

When is my bus going to arrive? Will I be able to get into town on the bus? What’s happening to...

Passenger Voice January 2016: Research coming soon…

Over the next few months Transport Focus will be publishing lots of new research into passengers’...

Passenger Voice January 2016: Railway of the future?

We’re continuing our work on the railway of the future by talking to people that that matter...

Passenger Voice January 2016: Inverness station passenger experience

Who is using Inverness station? How do they rate aspects of the station? These are some of the...

Passenger Voice January 2016: You and your train company

New operators announced for Northern and TransPennine Express The Department for Transport (DfT)...

Passenger Voice January 2016: Bus passenger survey out on the road

Thank you to all of you who told us about what you think about your bus journey. We have spoken to...

Passenger Voice January 2016: Planning engineering works: what works for...

Talk to me clearly, early and often,’ that’s what passengers have told us they want from train...

Passenger Voice January 2016: Anthony Smith’s editorial

The annual festive ritual of the rail fare rises. Not as painful as in previous years but...

Passenger Voice January 2016: Christmas engineering works – what you...

Did you know that there will be significant disruption taking place to services running over the...

Passenger Voice – January 2016

Passenger Voice December 2015: Is the north east well connected?

Is the north east well connected? This was the question the transport industry came to discuss at...

Road User Voice – December 2015 – Road user director’s...

Transport Focus recently held a Board meeting and conference in Gateshead; we were delighted to...

Road User Voice – December 2015 – What do road users want?

Our road user team was at the Highways UK conference on 25 and 26 November. The theme was the...

Road User Voice – December 2015 – Keep on trucking!

We will soon be publishing our heavy goods vehicle (HGV) drivers’ priorities for improvement on...

Road User Voice – December 2015 – Winter Focus

The traditions of Halloween and Bonfire Night are now behind us and our thoughts are turning to the...

Road User Voice – December 2015 – South of the border

The Transport Focus Board meeting in Newcastle on 12 November gave the road user team an...

Road User Voice – December 2015 – Research coming soon

We will soon be publishing the heavy goods vehicle drivers’ priorities for improvement research....

Passenger Voice December 2015: Coming soon…

Over the next few months Transport Focus will be publishing lots of new research into passengers’...

Passenger Voice December 2015: You and your train company

Northern and TransPennine Express Following a consultation in 2014, shortlisted bidders for the...

Road User Voice – December 2015

Passenger Voice December 2015: Tell us what you think about Passenger Voice

We hope that you find this newsletter helpful and interesting. Please tell us what you think by...

Passenger Voice December 2015: What do passengers really think about their...

Want to know what passengers really think about their rail journeys? The autumn 2015 wave of the...

Passenger Voice December 2015: Christmas engineering works

Did you know that there will be significant disruption taking place to services running over the...

Passenger Voice December 2015: Case study

Mr P applied for a Two Together Railcard on 23 May 2015, which arrived in the post on 21 July -...

Passenger Voice December 2015: Bus passenger satisfaction riding high

Nine in ten passengers in the West Midlands are satisfied with their bus journey. This latest...

Passenger Voice December 2015: Anthony Smith’s editorial

Investment continues, time to ensure passengers are at the heart of the decisions Passengers will...

Passenger Voice December 2015: It’s about time to be on time

Our new report revealed a gulf between what passengers and rail industry consider...

Passenger Voice – December 2015

Board meeting minutes – May 2015

Board meeting minutes from our public Board meeting held on 14th May 2015 in Cardiff, signed by the...

Board meeting minutes – September 2015

Board meeting minutes from our public Board meeting held on 16th September 2015 in Edinburgh,...

Board meeting minutes July 2015 – London

Board meeting minutes from the public Board meeting held on 16th July 2015 in London, signed by the...

November 2015 Board meeting papers – Newcastle

These are the papers for the public Board meeting held in Newcasle on the 12th November 2015. This...

Passenger Voice November 2015: The North East: well connected – or...

Join chief executive of Highways England, Jim O’Sullivan, and many more at our conference to...

Road User Voice – October 2015 – Road user director’s...

With the roads team up to full strength now, we’ve had a busy month since I last wrote. To give...

Road User Voice – October 2015 – Developing a new road user...

Consultation on the new road user satisfaction questionnaire has begun with a series of meetings...

Road User Voice – October 2015 – Take a break!

Road users told us that roadside facilities are crucial. This was revealed by our Road user needs...

Road User Voice – October 2015 – Road meets rail

As part of our regular meetings with Highways England we headed to Birmingham to discuss road...

Road User Voice – October 2015 – On the road with Highways...

We continue to further our understanding of the issues that affect road users in different parts of...

Passenger Voice November 2015: A day in the life of a passenger survey...

The life of a researcher working on behalf of Transport Focus can include many surprises and take...

Passenger Voice November 2015: David Sidebottom’s editorial

What do bus passengers want? Do passengers trust or have any affinity with their bus service? What...

Passenger Voice November 2015: You and your train company

New Great Western franchise begins October saw the start of the new Great Western franchise and...

Passenger Voice November 2015: Buses Bill workshops

Bus passengers could have a very different service if a new bill is to come into force. The...

Passenger Voice November 2015: London and South Coast Rail corridor: have...

Should London and the south coast services get more investment? The Department for Transport (DfT)...

Passenger Voice November 2015: Could you contribute to a transport...

Do you want to help create better transport? The IMCreate hackathon aims to bring together 100...

Passenger Voice November 2015: Case study

Mrs R was travelling from London Kings Cross to Halifax along with five other passengers. Part of...

Road User Voice – October 2015 – The signs are good, but what...

Transport Focus is working to make sure that the needs of road users are reflected when decisions...

Road User Voice – October 2015

Passenger Voice – November 2015

Passenger Voice October 2015: Hearing your views

Autumn is upon us once more and so Transport Focus is beginning its autumn series of passenger...

Passenger Voice October 2015: Can public transport ever offer a better...

Passengers’ ability to get from A to B easily is an essential element in deciding on whether to...

Passenger Voice October 2015: Case study

Mr H was catching the train to work from Nottingham station; his partner dropped him off at the...

Passenger Voice October 2015: Better stations awards

We were delighted to be asked to help judge the East Midlands Trains (EMT) Best Station Awards 2015...

Passenger Voice October 2015: Competition, competition, competition

We have recently been asked to comment on three public transport consultations, all of which have...

Passenger Voice October 2015: You and your train company

The future of rail services in East Anglia Earlier this month the Department for Transport (DfT)...

Passenger Voice October 2015: Anthony Smith’s editorial

Nationalise! Privatise! Buy! Sell! While debates swirl again around who controls, owns and awards...

Passenger Voice – October 2015

Road User Voice – September 2015 – Road user director’s...

I’m really pleased to say that our recruitment is now complete! The full Transport Focus road...

Road User Voice – September 2015

September 2015 – Board meeting papers – Edinburgh

Papers for the Board meeting held in Edinburgh on Wednesday 16 Septeember 2015.

Passenger Voice September 2015: Network Rail performance

Passengers in the south east have been left feeling frustrated after suffering severe rail...

Passenger Voice September 2015: Quality bus proposals for the West of...

Punctual, reliable and offers value for money - this what bus passengers want from their bus...

Passenger Voice September 2015: You and your train company

Over the last month we have published some key pieces of research on franchising. East...

Passenger Voice September 2015: Tell us quickly if snow will cancel our...

Ever had your train journey disrupted by extreme weather? We’re helping the rail industry to...

Passenger Voice September 2015: Big win for passengers

Train passengers who face delays can now claim refunds in cash instead of vouchers as new...

Passenger Voice September 2015: Anthony Smith’s editorial

Rail fares have dominated this month Firstly we had the announcement of the figures that set next...

Passenger Voice September 2015: Case Study

Mr E regularly commutes from Paignton to Exmouth, via Exeter St David’s, with First Great Western...

Passenger Voice – September 2015

Passenger Voice August 2015: Lost and found

Passengers lose thousands of items of property each year, some of which never finds its way...

Road User Voice – August 2015 – Road user director’s...

Users of the road network in Kent have had a torrid time in recent weeks with Operation Stack being...

Road User Voice – August 2015 – Getting the user voice heard...

Sadly, Operation Stack (OpStack) now needs little introduction. The queues of lorries on the M20 in...

Road User Voice – August 2015

Passenger Voice August 2015: Case Study

Mrs N travelled with her husband and four year old grandson from Walton-on-Thames to Southampton...

Passenger Voice August 2015: Transport users’ priorities taken to House...

On 6 July, we held a reception in Portcullis House in the House of Commons to officially launch...

Passenger Voice August 2015: What happens to your complaints?

Transport Focus helps passengers resolve complaints with train companies through an appeals...

Passenger Voice August 2015: Can public transport ever offer a better...

Passenger Voice readers are invited to join us for a conference to discuss the topic ‘Can public...

Passenger Voice August 2015: You and your train company

Latest franchise competitions announced Last month the Department for Transport (DfT) updated its...

Passenger Voice August 2015: What’s the hold up? Exploring bus...

What's the hold up? Exploring bus service punctuality Punctuality is important to bus passengers,...

Passenger Voice August 2015: Anthony Smith’s editorial

Rail investment continues, spotlight on First Great Western The noise from the announcements about...

Passenger Voice – August 2015

Road User Voice – July 2015

We have just published the July issue of Road User Voice – a monthly digest of our work for users...

Road User Voice – July 2015 – Road user director’s editorial

To make life better for transport users, listen to them! That’s always been a key principle of...

Road User Voice – July 2015 – Quality of road surfaces top of...

The results are in – Transport Focus has published its first research into road users’...

Road User Voice – July 2015 – On the road….. in the West...

Our chief executive and road user director have hit the road to find out more about the road...

July 2015 Board Meeting papers

Papers for the Board Meeting held in London on 16 July 2015.

Passenger Voice July 2015: Bus driver training – what works best?

What makes customer service great for bus passengers? Our latest report has found that keeping...

Passenger Voice July 2015: You and your train company

A shortlist of three bidders has been announced for the East Anglia franchise competition. ...

Passenger Voice July 2015: Rail passenger satisfaction drops again

Poor performance, especially in the south east, has led to another drop in rail passenger...

Passenger Voice July 2015: HS2 – a passenger view

We asked passengers what they would like from High Speed Two (HS2). Passengers told us they expect...

Passenger Voice July 2015: Anthony Smith’s editorial

Rail passengers and long term plans… The recent announcements about the rewriting of the...

Passenger Voice July 2015: Case Study

Mr H arrived at East Boldon station ten minutes before his journey to Newcastle with Tyne and Wear...

Passenger Voice – July 2015

Register of outside interests for Board members and senior staff –...

June edition of Road User Voice

We have just published the third edition of Road User Voice – a monthly digest of our work for...

Road User Voice – June 2015 – Research update

In May we organised an event to share knowledge on the factors which are most strongly linked to...

Road User Voice – June 2015 – Road user workplan for 2015-16

On 30 March 2015 Transport Focus became the consumer watchdog representing the users of England’s...

Road User Voice – June 2015 – Are roadworks that big a problem?

When it comes to the strength of feeling of those using motorways and trunk roads, the clear answer...

Road User Voice – June 2015 – Road user director’s editorial

Transport Focus continues to develop its links with stakeholders, learn more about the Strategic...

May 2013 Board Meeting papers

Please click here to download the full collection of papers for the board meeting in May 2013.

February 2013 Passenger Focus Board Meeting papers

Please click here to download the full collection of papers for the board meeting in February 2013.

September 2012 Passenger Focus Board Meeting papers

Please click here to download the full collection of papers for the board meeting in September 2012.

May 2012 Passenger Focus Board Meeting papers

Please click here to download the full collection of papers for the board meeting in May 2012.

Board Members Committees and Champions 2014-15

This document outlines the board member's committees and individual responsibilites to Transport...

Road User Voice – June 2015

Latest Passenger Voice e-newsletter – June 2015

The June edition of Passenger Voice went out on Friday - click here to sign up to receive it...

Passenger Voice June 2015: Summer evening bus seminars with the Traffic...

Summer evening bus seminars with the Traffic Commissioners Bus passengers tell us that punctuality...

Passenger Voice June 2015: How will the Welsh National Transport Plan...

What will transport look like over the next 30 years in Wales? This was the big question debated at...

Passenger Voice June 2015: Case Study

Miss H and her friend travelled from Gipsy Hill to Winchester. They are both in full-time education...

Passenger Voice June 2015: You and your train company

Transport Focus has again been asked to comment on how passenger-focused new franchises will...

Passenger Voice June 2015: Transport for all

In April we held another session of our Accessibility Forum. Made up of organisations representing...

Passenger Voice June 2015: Network Rail Route Leader conferences

Transport Focus has been talking directly to the people who can help trains run on time. Network...