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Transport User Voice April 2025 – Lorry drivers roundtable

Keeping the wheels turning Logistics and road freight play a key part in the growth of the UK...
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Transport User Voice April 2025 – The bus shelters of tomorrow

Passenger led design New research is helping put passengers at the heart of setting the standard...
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Transport User Voice April 2025 – Train operator scorecard

The latest results With rail fares rising once again last month do passengers feel like they are...
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Transport User Voice April 2025 – Your Bus Journey results

Bus passengers have their say  With more than 4 billion journeys made by bus across Great...
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Transport User Voice April 2025 – Chief Executive’s editorial

Helping to improve journeys In this month’s edition of Transport User Voice, you'll see the...
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Marking 200 years since the birth of the modern railway

2025 marks the 200th anniversary of the birth of the modern railway.   On 27 September 1825,...
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Transport User Voice March 2025 – Chief Executive’s editorial

Working to support passengers I spent a day this week as part of our accessibility training...
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Transport User Voice March 2025- Consultation on new Railways Bill

Rail reform proposals launched At the end of February, the Government launched their...
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Transport User Voice March 2025- Bus passenger satisfaction revealed

48,000 journeys covered in survey  Results from one of the largest bus passenger satisfaction...
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Transport User Voice March 2025 – The future of the railway

What do passengers want?  Since 2023, Transport Focus has run a customer community initiative...
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Transport User Voice March 2025 – Accessibility at motorway services

Improving the visitor experience  Last month Transport Focus hosted an industry workshop to...
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Transport User Voice February 2025 – Improving revenue protection...

Playing fair with passengers  Fare evasion has long been an issue for the railway, but...
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Transport User Voice February 2025 – Travelling to NHS locations

Supporting net zero goals  We’ve all had to visit our GP surgery or the hospital for regular...
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Transport User Voice February 2025 – The new £3 bus fare

Is it still value for money? With the announcement of the increase in the £2 capped bus fare to...
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Transport User Voice February 2025 – Helping passengers

The case of the missing railcard  This month we’ve been helping passengers across the country...
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Transport User Voice February 2025 – Chief Executive’s...

Working to support passengers  I’ve been reading Sam Freedman’s “Failed State". It...
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Transport User Voice January 2025 – Driving improvements for...

How satisfied were you with your most recent train journey?   As part of Transport Focus’s...
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Transport User Voice January 2025 – What counts as a late train?

The passenger view on train punctuality   Preferences regarding train punctuality have been...
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Transport User Voice January 2025 – Helping passengers

Challenging denied refund requests  This month we’ve been helping rail passengers across the...
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Transport User Voice January 2025 – Chief Executive’s editorial

Working to support passengers  How many of you are planning to use the train this Christmas?...
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Transport User Voice January 2025 – Feeling safe on buses

What are bus passengers’ concerns?  What are the challenges in getting existing and new...
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Transport User Voice January 2025 – Benchmarking performance

National Highways interactive dashboard Highlighting the good and bad areas of performance is a...
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Transport User Voice January 2025 – Disruption management week

Providing essential feedback This month, Transport Focus working in partnership with Great...
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Transport User Voice December 2024 – Helping passengers

Assisting with an unsatisfactory service This month we’ve been helping rail passengers across...
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Transport User Voice December 2024 – Roadside facilities rated

Latest survey shows problems persist Transport Focus's Lorry Driver Facilities Survey launched...
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Transport User Voice December 2024 – What makes a great bus journey?

Key driver analysis launched With more than 1.6 billion bus journeys taken across England in...
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Transport User Voice December 2024 – ScotRail ticket office proposals

Monitoring impact to passengers ScotRail currently serves passengers with more than 2,000 train...
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Transport User Voice December 2024 – Chief Executive’s...

We want our work to matter We had an all-colleague event in Wolverhampton earlier this month. A...
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Transport User Voice December 2024 – Great British Railways...

Working together for passengers As rail reform gathers pace, Transport Focus is already working...
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Transport User Voice December 2024 – Christmas engineering works 2024

Check before you travel With Christmas nearly upon us thoughts inevitably turn to the great...
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Making great bus journeys – key driver analysis area results...

Key driver analysis by area A great bus journey – what do passengers want and why it is...
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Transport User Voice November 2024 – Chief Executive’s...

Working for transport users One of the things we’ve talked about at Transport Focus is how we...
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Transport User Voice November 2024 – Train delays and cancellations

Seeking reassurances ahead of winter  Will train services be on time and reliable in the coming...
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Transport User Voice November 2024 – Helping South Western Trains...

Passenger Survey  Did you own a Travelcard and travelled on South Western services between ...
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Transport User Voice November 2024 – Bus Centre of Excellence events

Upcoming webinar and conference How can understanding the experience of bus passengers deliver...
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Transport User Voice November 2024 – Less than half of logistics and...

New survey reveals  Less than half of logistics and coach businesses are satisfied with...
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Transport User Voice November 2024 – Train fare prosecutions

Treat ticket mistakes fairly  This month, we called for passengers who make an innocent mistake...
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Transport User Voice November 2024 – Best and worst motorways and...

Strategic Road User Survey results  Drivers have rated the M42 as the worst motorway in England...
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Transport User Voice October 2024 – Improving the road user...

Highways UK research launch Are we on the right road? This is one of the key questions drivers...
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Transport User Voice October 2024 – The curious case of the ‘sold...

Transport Focus helps resolve the issue   We are all familiar with the frustrations of the...
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Transport User Voice October 2024 – Helping passengers

Replacement ticket refund This month we’ve been helping rail passengers across the country to...
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Transport User Voice October 2024 – Significant improvements in East...

Passengers return to bus travel Research among bus passengers in East Sussex, which Transport...
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Transport User Voice October 2024 – Chief executive’s editorial

Improvements big and small I wonder if it’s a universal law of working life that when you come...
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Transport User Voice September 2024 – Helping passengers

Seating and assistance confusion  Mr and Mrs L bought first class advance tickets with reserved...
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Transport User Voice September 2024 – Chief Executive’s...

Change is coming I notice the change in season more than usual in September. Holidays are...
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Transport User Voice September 2024 – Bus punctuality needs...

Scottish passengers have their say  Bus passengers across Scotland have spoken – with 86 per...
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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 -...
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Transport User Voice September 2024 – Tackling ‘wrong way...

Improving road signage   Every few months, there is story about a driver getting onto the...
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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...
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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...
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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...
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Transport User Voice August 2024 – Chief executive’s editorial

Predicting change and challenging assumptions There are some important new reports in this...
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Transport User Voice August 2024 – When trains become ‘stranded’

Improving the passenger experience A stranded train incident occurs when a train stops for an...
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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...
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Transport User Voice August 2024 – Riders, walkers and wheelers

What they want in Devon and Cornwall Paths alongside roads managed by National Highways...
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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...
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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...
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Transport User Voice July 2024 – Around Great Britain

Find out more about our work West Midlands West Midlands Customer Experience Day The...
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Transport User Voice July 2024 – Helping passengers

Refund refusal resolved Mr R booked a return trip for two people with Trainpal. When the...
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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...
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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...
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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...
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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...
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Transport User Voice July 2024 – Meet Natasha Grice

Transport Focus, Director of Rail Natasha started her career in aviation as a Flight...
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Transport User Voice June 2024 – Helping passengers

Railcard error and step-free access No step-free access Transport Focus took up a complaint...
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Transport User Voice June 2024 – Your Bus Journey

Year two survey on the road How satisfied are bus passengers in England, Scotland and Wales?...
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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...
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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...
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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...
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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...
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Transport User Voice May 2024 – Around Great Britain

Find out more about our work Scotland    Timetable changes  As part of LNER’s...
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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...
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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...
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Transport User Voice May 2024 – Extreme heat

What do passengers need? The experiences of many passengers in summer 2022 were unprecedented...
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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...
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Transport User Voice May 2024 – Helping passengers

Refused refund and online error Refused refund  Due to cancellations of services Mr O wanted...
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Transport User Voice April 2024 – Helping passengers

Delay repay and incorrect penalty fare Delay repay After her train was delayed, Mrs H...
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Transport User Voice April 2024 – Northern Transport Summit

Working together to connect the North The Northern Transport Summit took place at Manchester...
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Transport User Voice April 2024 – Around Great Britain

A round up of our work South West Great Western Railway passengers will now see improved...
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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...
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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...
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Transport User Voice April 2024 – Bus punctuality needs improvement

Landmark survey reveals gulf in satisfaction Bus passengers across England have had their say...
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Transport User Voice April 2024 – Sorting signs

In collaboration with National Highways Transport Focus works with National Highways to improve...
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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...
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Transport User Voice March 2024 – Maintenance of signs

Making progress with National Highways Transport Focus works with National Highways to enhance...
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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...
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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...
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Transport User Voice March 2024 – Helping passengers

Railcard refund and notification dispute  Railcard refund  After the death of her husband,...
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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...
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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...
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Transport User Voice February 2024 – Electric Vehicle Charging Survey

Driving improvements for EV users According to new analysis, there are almost one million pure...
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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...
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Transport User Voice February 2024 – Rail passenger satisfaction...

Latest Rail User Survey  Overall passenger satisfaction with their most recent journey has...
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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...
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Transport User Voice February 2024 – Helping passengers

Trainpal refund and delay claim resolved Trainpal refund Due to strike action, Mrs L tried to...
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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...
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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...
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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...
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Transport User Voice January 2024 – Strategic Road Users Survey

In-depth reports available How satisfied are users of England’s motorways and major ‘A’...
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Transport User Voice January 2024 – Christmas travel getaway

Check before you travel People are being encouraged to check before they travel this Christmas...
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Transport User Voice January 2024 – A clean and safe railway

Understanding passenger expectations How can the cleanliness of trains and stations be improved...
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Transport User Voice January 2024 – Explaining digital signalling

Our insights for the rail industry How should disruption and the long-term benefits from...
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Transport User Voice January 2024 – Helping passengers

Poor advice and Railcard renewal Our caseworkers have been busy this month helping passengers to...
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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...
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Transport User Voice December 2023 – Helping passengers

Railcard delay resolved and refund success Railcard delay resolved Mr R bought a Railcard...
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Transport User Voice December 2023 – Around Great Britain

A roundup of our work Wales Giving evidence to Senedd Committee Earlier this year,...
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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...
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Transport User Voice December 2023 – Bus passengers charters

Raising standards for passengers? Are bus charters helping improve the passenger...
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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...
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Transport User Voice December 2023 – Chief executive’s...

See you soon! So, my last Transport User Voice editorial. My successor, Alex Robertson, takes up...
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Transport User Voice December 2023 – A fragile railway

More reliable rail service needed Transport Focus is challenging train operating companies and...
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Transport User Voice November 2023 – Train operators withdraw ticket...

Transport Focus objects to proposals Plans to close rail ticket offices have been withdrawn by...
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Transport User Voice November 2023 – Chief executive’s...

Stormy times... While the weather has been battering parts of the country, transport users are...
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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...
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Transport User Voice November 2023 – Highways UK 2023

Focus on road users Transport Focus headed to Birmingham last month for the annual Highways UK...
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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...
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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...
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Transport User Voice November 2023 – Around Great Britain

A roundup of our work West Midlands Bus passengers in the West Midlands have been having...
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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...
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Transport User Voice October 2023 – New chief executive

Welcome to Transport Focus Transport Focus has appointed a new chief executive. Alex Robertson...
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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...
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Transport User Voice October 2023 – Ticket office consultation

More than half a million responses With more than half a million responses, the consultation on...
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Transport User Voice October 2023 – Bus passengers’ satisfaction...

Interim results of new survey Eight in 10 bus passengers were satisfied with their last journey...
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Transport User Voice October 2023 – New surveys go live

Seeking road users' views Two new surveys for different road users have launched recently. The...
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Transport User Voice – Around Great Britain

An update on our work West Midlands Long-term plans to deliver significant improvements for...
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Transport User Voice September 2023 – Helping passengers

Cancellation confusion and refund remedy Cancellation confusion Mr M received an email from...
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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...
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Transport User Voice September 2023 – Do not travel messages

What are passengers’ views? Transport Focus has found that rail passengers are confused when...
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Transport User Voice September 2023 – Logistics and coach survey

Less than half companies satisfied From rest stops to roadworks, the challenges of England’s...
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Transport User Voice September 2023 – Chief executive’s...

Still time to have your say With responses to the proposed rail ticket office closure...
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Transport User Voice September 2023 – Rail disruption

What passengers want to know Passengers are calling for better information ahead of planned...
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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...
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Transport User Voice August 2023 – Helping passengers

Penalty success and railcard result Penalty success Mr S was issued with Penalty Fare Notice...
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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...
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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...
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Transport User Voice August 2023 – Once in a generation

The Transpennine Route Transport Focus has been out monitoring the passenger experience of...
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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...
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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...
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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...
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Chief executive’s editorial

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

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

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

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

What passengers are telling us How can we attract more people to travel by bus and improve the...
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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...
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Transport User Voice – June 2023 – Around Great Britain

An update on our work Wales Transport for Wales performance Last month Transport Focus...
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Transport User Voice – June 2023 – Getting passengers back on...

Best practice webinar With some passengers slower to return to bus travel post pandemic,...
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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...
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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...
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Transport User Voice – June 2023 – Chief executive’s...

Step forwards...step backwards Good news for bus passengers in England as the Government has...
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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...
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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...
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Transport User Voice May 2023 – Minimum service legislation

Raising the passenger voice on strikes Rail passengers have experienced major disruption with...
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Transport User Voice May 2023 – Around Great Britain

An update on our work West Midlands Employees, managers, and leaders from train operators in...
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Transport User Voice May 2023 – Coronation and Eurovision travel

How are passengers travelling? With big events and extra bank holidays, the month of May...
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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...
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Transport User Voice May 2023 – Helping passengers

Frustrated at delays and stranded at the station Ms U travelled with Avanti West Coast on a...
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Transport User Voice May 2023 – Chief executive’s editorial

Delivering in a challenging world Our research shows that passenger and driver satisfaction...
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Transport User Voice – April 2023 – On the rails

How are passengers faring? March began with rail fares going up. After months of unreliable...
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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...
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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...
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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...
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Transport User Voice – April 2023 – Taking a look around Great...

The West Midlands, Wales and Scotland The West Midlands New trains, developing new stations...
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Transport User Voice – April 2023 – Improving passenger...

Smarter Information, Smarter Journeys What information do you need as a passenger, when do you...
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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...
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Transport User Voice – March 2023 – Road User Panel

A look ahead As the watchdog for users of England’s motorways and major ‘A’ roads,...
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Transport User Voice – March 2023 – Cheaper bus travel

The £2 bus fares initiative Simpler, better for money fares? We know that’s what passengers...
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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...
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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...
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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...
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Transport User Voice – March 2023 – Around Great Britain

Wales, Scotland, and the West Midlands Wales Improving rail replacement...
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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...
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Transport User Voice – February 2023 – Helping passengers

Sorting Railcards and refunds Exemption perception Mr H applied for a Disabled Persons...
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Transport User Voice – February 2023 – Across Great Britain

Wales, Scotland and the West Midlands Wales Brand new trains for the Valleys We’ve been...
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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...
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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...
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Transport User Voice – February 2023 – Better lorry driver...

Our event in Cannock Lorry drivers are vital to keeping the country running. They make sure...
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Transport User Voice – February 2023 – Chief executive’s...

The future of transport All our insight work confirms that trade-offs between cost and...
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Transport User Voice – February 2023 – Your Bus Journey

How satisfied are passengers in England and Scotland? The big day is almost upon - Your Bus...
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Lorry drivers on rest stops

Video edited on Kapwing
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Transport User Voice – January 2023 – Helping passengers

Multiple tickets and app malfunction Too many tickets? Ms K was travelling home from the...
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Transport User Voice – January 2023 – Around Great Britain

The West Midlands, Scotland and Wales The West Midlands As part of our work with West...
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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...
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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...
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Transport User Voice – January 2023 – Chief executive’s...

The nightmare before Christmas Rail passengers are facing a toxic cocktail of strikes, overtime...
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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...
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Transport User Voice – January 2023 – Paying to use roads

Dartford Crossing survey What do users think about additional charges to use roads? A new...
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Transport User Voice – December 2022 – Chair’s editorial

Reliability remains key In my first four months as chair of Transport Focus I’ve been...
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Transport User Voice – December 2022 – Helping passengers

Football faff and Railcard ruckus Railcard renewal Ms C wanted to renew her Disabled Persons...
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Transport User Voice – December 2022 – Around Great Britain

Wales, Scotland and the West Midlands Wales The Transport Focus Board met in Cardiff on 22...
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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...
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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...
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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...
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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...
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Transport User Voice – November 2022 – Helping passengers

A cancellation and a challenge Collecting tickets for a cancelled train Mr A’s train was...
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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...
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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...
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Transport User Voice – November 2022 – Wales and Scotland

What’s been happening? Wales National Transport Delivery Plan Transport Focus has...
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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...
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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...
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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...
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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...
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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...
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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...
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Transport User Voice – October 2022 – Over to the West Midlands

Reviewing services for passengers  We are working with West Midlands Trains to review services...
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Transport User Voice – October 2022 – Looking at Scotland and...

Improving information and future plans Scotland September saw the Programme for Government...
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Transport User Voice – October 2022 – Cyclists, pedestrians...

How can roads serve them better? “Fallen trees blocking the way get reported but nothing gets...
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Transport User Voice – October 2022 – Chief executive’s...

A royal goodbye The past few weeks have been dominated by the extraordinary events surrounding...
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Transport User Voice – October 2022 – Can passengers travel...

Avanti timetable disruption Last month Avanti reduced its timetable at short notice. This was...
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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...
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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...
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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...
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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...
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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...
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Transport User Voice – September 2022 – Charging ahead

Electric vehicle drivers’ experiences The number of electric vehicles on our roads is...
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Transport User Voice – September 2022 – Director’s editorial

Rail has been under pressure The long hot summer of ’22 continues. Temperatures raised further...
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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...
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Transport User Voice – August 2022 – ScotRail, satisfaction and...

All the latest from Scotland ScotRail We are pleased to note the reintroduction of...
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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...
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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...
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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...
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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...
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Transport User Voice – August 2022 – Chief executive’s editorial

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

Our previous work in autumn 2021 showed that, in principle, passengers can be recruited...
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Transport User Voice – July 2022 – National rail strikes

Our work to help passengers The latest national rail strikes are over. Passengers have...
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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...
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Transport User Voice – July 2022 – Hot blogs

A look at this month's opinions   Our blogs this month have focussed on one issue -...
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Transport User Voice – July 2022 – Just the one and No class

Appealing on behalf of passengers Just the one  A passenger purchased three railcards....
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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...
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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...
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Transport User Voice – July 2022 – Chief executive’s...

Struck by strikes Standing on the balcony at Waterloo station, around six o’clock on...
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Transport User Voice – July 2022 – Around Great Britain

Scotland, Wales, the West Midlands and London Scotland  ScotRail  Due to the ongoing...
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Passenger-led survey using posters

We wanted to collect information from passengers as they were making journeys. We looked at...
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‘Push to web’ approach

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

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

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

After trialling recruiting passengers for surveys without face-to-face interaction such as online...
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Transport User Voice – June 2022 – Stormy weather and a...

How we’ve helped passengers Stormy weather Due to storm Eunice, East Midlands Railway (EMR)...
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Transport User Voice – June 2022 – Bus concessionary fares...

How can operators get passengers back? Why aren’t concessionary pass-holders heading back onto...
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Transport User Voice – June 2022 – Around Great Britain

Scotland, Wales, the West Midlands and London Scotland In summer 2021 we encouraged ScotRail...
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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...
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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...
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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...
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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...
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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...
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Transport User Voice – May 2022 – A boost for bus

Working to make investment count In early April, the Department for Transport announced a £7...
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Transport User Voice – May 2022 – Around Great Britain

The West Midlands, Wales, Scotland, and London  West Midlands  As founder members of the...
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Transport User Voice – May 2022 – Rail user survey

Satisfaction remains steady More than eight in 10 rail passengers (85 per cent) were satisfied...
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Transport User Voice – May 2022 – Tyne Tunnel

A new partnership Transport Focus has been asked by TT2 to carry out an independent review of...
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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...
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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...
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Bus User Weekly Survey – trend analysis

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Transport User Voice – April 2022 – Chief executive’s...

Free travel for Ukrainian refugees Well done to the rail and bus industries for moving so...
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Transport User Voice – April 2022 – Cancelled sleeper and...

How we have been helping passengers Cancelled sleeper Mr B bought tickets for a sleeper cabin...
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Transport User Voice – April 2022 – Around Great Britain

West Midlands, Wales, Scotland and London West Midlands We’re continuing our work as part...
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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...
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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...
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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...
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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...
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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...
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Transport User Voice – March 2022 – Around Great Britain

The West Midlands, Scotland, Wales, and London  The West Midlands It’s almost 150 days...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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Transport User Voice – February 2022 – Around Great Britain

Scotland, Wales, London and the West Midlands Scotland Earlier this month ScotRail began a...
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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...
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Transport User Voice – February 2022 – Temporary Covid...

Delays and disruption for passengers Rail passengers had a bumpy start to the year as they faced...
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Transport User Voice – February 2022 – Chief executive’s...

Transport must meet demand As restrictions change again around the UK, the demand for public...
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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...
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Transport User Voice – January 2022 – Engineering works in a...

How to keep passengers informed Before the pandemic, rail operators found it relatively...
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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...
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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...
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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...
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Transport User Voice – January 2022 – Attitudes to public...

Omicron nervousness increases In our latest Travel during Covid-19 survey, people were showing...
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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...
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Transport User Voice – January 2022 – Making Journeys Better

Our new Scotland video Earlier this year we launched our Making Journeys Better video –...
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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...
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Transport User Voice – January 2022 – A look back at 2021

We are fast approaching the end of another unprecedented year. Though life has...
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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...
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Transport User Voice – December 2021 – Flexi season tickets

What do rail commuters think? “Saves the bother of buying a ticket every day. Gives me...
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Transport User Voice – December 2021 – Around Great Britain

The West Midlands, Wales, Scotland and London West Midlands The Integrated Rail Plan means...
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Transport User Voice – December 2021 – Our latest Board meeting

Focusing on West Yorkshire What does the future hold for transport in West Yorkshire? Earlier...
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Transport User Voice – December 2021 – Cyclists, pedestrians...

How they can feel more considered Have you ever thought about the paths that cross motorways and...
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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...
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Transport User Voice – December 2021 – Transport Focus at...

Great to be back showcasing our work Early November saw Transport Focus return to the annual...
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Bus Service Improvement Plans (BSIPs)

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

Scotland, Wales, the West Midlands, and London Scotland Earlier this month, we responded to...
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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...
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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...
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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...
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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...
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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...
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Transport User Voice – October 2021 – Around Great Britain

London, Wales and Scotland London This month, London TravelWatch launched its Don’t cut the...
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Transport User Voice – October 2021 – Better buses for...

Our National Bus Strategy work How can local transport authorities and operators improve bus...
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Transport User Voice – October 2021 – Electric car charging

How can drivers’ experience be better? How do people find driving electric vehicles and how...
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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...
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Transport User Voice – October 2021 – Chief executive’s...

Public transport and the journey to sustainability “It can be hard to behave ‘sustainably’...
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Transport User Voice – October 2021 – Rebuilding passengers’...

A look beyond social distancing “I would like companies to continue supplying cleaning...
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Transport User Voice – October 2021 – Have your say

Changes to LNER ticket office hours   Back to newsletter.
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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...
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Transport User Voice – September 2021 – National Highways...

New tool to gather road users’ views National Highways (formerly Highways England) this week...
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Transport User Voice – September 2021 – What’s happening...

Wales, Scotland and London Wales Covid-19 restrictions in Wales Wales completed its move...
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Transport User Voice – September 2021 – Streets for all?

Road space allocation research How can changes to shared road space be made fairly to encourage...
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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...
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Transport User Voice – September 2021 – What improvements do...

Fixing potholes is the biggest priority The quality of road surfaces on England’s motorways...
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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...
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Transport User Voice – September 2021 – Director’s editorial

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

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Transport User Voice – August 2021 – Easing restrictions

What people think about travelling “I sat on a train where there were people standing in the...
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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...
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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...
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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...
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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...
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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...
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Transport User Voice – August 2021 – Information at railway...

Passengers want to see improvements Over time, screens at stations should be replaced with...
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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...
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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...
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Transport User Voice – August 2021 – Accessibility during...

Whatever subtitle you want   Back to newsletter.
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Transport User Voice – July 2021 – Attitudes to public transport

How different groups feel about travel How are people feeling about returning to public...
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Transport User Voice – July 2021 – A more accessible road...

How we’re helping drive improvements How can roads be made better for disabled...
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Transport User Voice – July 2021 – Chief executive’s...

Passenger numbers up, satisfaction down As the Victoria Line tube pulled in at Euston my heart...
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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...
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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...
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Transport User Voice – July 2021 – Around Great Britain

Scotland, London and Wales Scotland East Coast Main Line (ECML) – May 2022 timetable...
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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...
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Highways England response – cyclists, equestrians and pedestrians

The letter you can download below is Highways England’s formal response to the recommendations...
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Transport User Voice – June 2021 – A bumpy road?

The importance of road surface quality What road users think of road surface quality What’s...
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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,...
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Transport User Voice – June 2021 – A look around Great Britain

Wales, Scotland and London Wales Following the Senedd elections, the first minister...
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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...
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Transport User Voice – June 2021 – Public transport – a cleaner...

New best practice report What makes you feel safe to travel? Throughout the pandemic...
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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...
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Transport User Voice – June 2021 – Chief executive’s editorial

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

This document provides information on Transport Focus privacy policy as well as detailing how to...
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Accessible transport event – audience talking points

This document captures the points raised by audience members in the chat function during our...
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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...
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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...
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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...
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Transport User Voice – May 2021 – Return to travel

Attitudes, reassurance and incentives What will help people return to transport and who will...
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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...
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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...
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Transport User Voice – May 2021 – The road to satisfaction

How confident are drivers using diversion routes? Diversion routes are sometimes necessary to...
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Transport User Voice – April 2021 – The future of the railway

Influencing new National Rail Contracts The Department for Transport has started to negotiate...
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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...
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Transport User Voice – April 2021 – Around Great Britain

Take a look at Scotland, Wales and London Scotland The Scottish Government confirmed that it...
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Transport User Voice – April 2021 – Ventilation and cleanliness

Views from our Transport User Community How important are passengers’ perception of...
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Transport User Voice – April 2021 – Accessible transport event

Unlocking a new normal – sign up What are the challenges disabled people have faced over the...
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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...
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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...
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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...
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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...
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Transport User Voice – March 2021 – Around Great Britain

London, Wales and Scotland London Over the past few months London TravelWatch has been...
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Transport User Voice – March 2021 – Passengers help design trains

Getting the community involved  What changes would you make to the trains you take? Transport...
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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...
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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...
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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...
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Transport User Voice – March 2021 – On the blog

Round-up from the new year   Back to newsletter.
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Transport User Voice – February 2021 – Casework successes

How we’ve helped passengers CrossCountry Ms M usually buys her tickets from the station but...
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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...
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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...
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Transport User Voice – February 2021 – Changes to roadworks

Putting road users at the heart of planning What has Transport Focus been doing to make...
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Transport User Voice – February 2021 – Around Great Britain

Taking a look at Scotland, London and Wales Scotland This month we had the opportunity to...
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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...
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Transport User Voice – February 2021 – The third lockdown

Making sure people can make essential journeys With a strong stay at home message in England,...
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Impact of vaccination – Travel during Covid-19

In November and December 2020 Transport Focus’s spoke to over 2000 people about their attitudes...
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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...
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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...
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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...
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Transport User Voice – January 2021 – Casework successes

How we’ve helped passengers Abellio Corporate Travel Ms C applied for her season ticket...
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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...
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Transport User Voice – January 2021 – A very different...

Around Great Britain Wales As coronavirus rates across Wales continue to be a cause for...
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Transport User Voice – January 2021 – All lane running report

Our recommendations to Highways England Transport Focus recently published new research about...
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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...
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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...
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Thank you for your answer

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Transport User Voice – December 2020 – On the blog

Round-up of the month This month Anthony has been blogging about feeling safe in taxis,...
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Transport User Voice – December 2020 – Casework successes

How we’ve helped passengers Eurostar Ms L had been issued with an e-voucher from Eurostar...
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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...
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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...
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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...
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Transport User Voice – December 2020 – Chief executive’s editorial

Christmas is coming As Christmas travel guidance is published, we are all probably thinking...
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Transport User Voice – December 2020 – A look across Great...

Firebreak, levels and a second lockdown Wales Managing restrictions has been distinctly...
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Travel and ticketing post-Covid; Transport User Community

Will travel go back to normal when the pandemic ends, or are the fundamental changes passengers...
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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...
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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...
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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...
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Transport User Voice – November 2020 – The transport user Covid...

Upcoming event – register your place! Join Transport Focus to explore what transport users...
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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...
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Transport User Voice – November 2020 – Chief executive’s...

Travelling confidently amid uncertainty As new waves of lockdowns, firebreaks and other...
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Transport User Voice – November 2020 – What makes passengers feel...

Views from our transport user community Our latest Travel during Covid-19 survey shows that...
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Thank you for your answer

Please note you may receive further letters in the post inviting you to take part but please just...
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Transport User Voice – October 2020 – Casework successes

How we’ve helped passengers Chiltern passenger refunded court settlement fee of £419 after...
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Transport User Voice – October 2020 – Our public Board meeting

Discussing transport in the north How can journeys be improved for transport users across the...
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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...
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Transport User Voice – October 2020 – Priorities for bus...

Passengers and potential users give us their views What do bus passengers most want to see...
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Transport User Voice – October 2020 – Around Great Britain

Looking at London, Wales and Scotland London In August, London TravelWatch launched an active...
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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...
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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...
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Transport User Voice – September 2020 – Connectivity on the...

Rail users left frustrated Can you rely on a good internet connection when you’re travelling...
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Transport User Voice – September 2020 – What’s happening...

Looking at Scotland, Wales and London Scotland Transport Focus attended the Scotland Rail...
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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...
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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...
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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...
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Transport User Voice – September 2020 – How to get passengers...

Incentives are needed to encourage use Transport Focus is continuing to respond to the...
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Transport User Voice – September 2020 – On the blog

Round-up of the month This month Anthony was blogging about the importance of motorway services,...
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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...
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Transport User Voice – August 2020 – Are rail passengers satisfied?

What can we learn from pre-lockdown research? Big improvements in satisfaction scores would...
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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...
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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...
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Transport User Voice – August 2020 – The easing of lockdown

Changes across Wales, Scotland and London Wales Passengers must wear three-layer face...
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Transport User Voice – August 2020 – Chief executive’s...

Is it safe? A slow return to public transport The Government’s announcement setting out that...
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Transport User Voice – August 2020 – Will passengers be...

And looking at lessons learnt from lockdown While advice on using public transport has now...
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Understanding the impact of railway staff

In recent years the role of staff on the railway has become an increasingly contentious issue. As...
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Transport User Voice – July 2020 – On the blog

Round-up of the month Anthony has been blogging about social distancing rules, face coverings...
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Transport User Voice – July 2020 – Tram Passenger Survey

Improving experiences in Manchester and Sheffield What do you think of trams and how can your...
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Transport User Voice – July 2020 – England’s best...

Motorway Services User Survey results out today “Upgraded toilets are big improvement, clean...
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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,...
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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...
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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...
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Transport User Voice – July 2020 – Do passengers feel safe?

Changing rules, face coverings and social distancing Monday 15 June saw many passengers heading...
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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...
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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?...
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Transport User Voice – June 2020 – A view across Great Britain

What’s happening for transport users in different areas London London TravelWatch held its...
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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...
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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...
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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...
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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...
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National Rail Passenger Survey Autumn 2019 – technical report

This document outlines the methodology and technical details for the National Rail Passenger Survey...
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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...
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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...
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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...
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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...
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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...
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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...
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Transport User Voice – May 2020 – Coronavirus travel survey

What are transport users saying? How is travelling for those who still have to? Transport Focus...
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A dual measurement approach to the National Rail Passenger Survey in...

This report outlines the methodology for the ScotRail National Rail Passenger Survey following...
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Personal security on trains – what passengers think

In August 2019 we asked our Transport User Panel about how they felt about personal security during...
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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...
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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...
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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...
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Transport User Voice – April 2020 – On the blog

Round-up of the month Anthony has been blogging about refunds for unused tickets due to...
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Transport User Voice – April 2020 – Essential roads for essential...

Keeping the country going Monday’s stringent measures to slow the spread of coronavirus means...
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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...
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Transport User Voice – April 2020 – Bus Passenger Survey 2019

Have a look at the latest results out now Despite the national coronavirus ‘lockdown’, the...
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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...
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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...
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Transport User Voice – March 2020 – What’s going on in...

Satisfaction results and the next 20 years National Rail Passenger Survey...
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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...
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Transport User Voice – March 2020 – Accessible Travel Policies

Our joint work with London TravelWatch  Over the last few months we’ve been working with...
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Transport User Voice – March 2020 – On the blog

Round-up of the month Anthony has been blogging about the launch of our road information...
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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...
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Transport User Voice – March 2020 – Make Delay Pay

Passengers still in the dark over compensation Passengers still find it too difficult to claim...
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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...
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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...
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Transport User Voice – February 2020 – Penalty fares investigation

Why are passengers still unfairly penalised? This week we asked: how can passengers trust the...
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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...
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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...
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Transport User Voice – February 2020 – London TravelWatch...

Working together for transport users We are working much more closely together to jointly make...
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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...
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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...
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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...
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Transport User Voice – February 2020 – National Rail Passenger...

The headlines and more  Dire performance continues for many as passengers in some areas still...
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Satisfaction with rail at all-time low in West Midlands

West Midlands passengers registered disapproval with recent ‘awful’ performance, as rail...
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Satisfaction with rail near all-time low in the north

Rail passengers in the north are reporting the lowest satisfaction since surveys began after...
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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...
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Reliability on high-frequency rail routes – what passengers think...

This report contains the findings of passenger research commissioned by Transport Focus in...
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Transport User Voice – January 2020 – Case study

Crowding causes early exit  Mrs H bought a return ticket with reserved seating from Banbury to...
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Transport User Voice – January 2020 – Welcome to Geoff

New staff in the West Midlands  Meet Geoff, our new stakeholder manager based in the West...
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Transport User Voice – January 2020 – You and Your Train...

Avanti launches West Coast operations  A new operator took over from Virgin Trains earlier this...
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Transport User Voice – January 2020 – On the blog

Round-up of the month   Anthony has been blogging about the election aftermath, buses in...
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Transport User Voice – January 2020 – What’s happening in...

Rail franchise changes and more  ScotRail franchise ends  The Scottish Government has...
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Transport User Voice – January 2020 – Buses on strategic roads

What do passengers and drivers think?  “They could do something about the potholes. When I...
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Transport User Voice – January 2020 – In the headlines

News in brief  London New London TravelWatch director Our sister watchdog London...
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Transport User Voice – January 2020 – More disruption for rail...

Extra compensation called for  General poor performance in some areas, strikes, and a timetable...
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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...
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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...
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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...
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Transport User Voice – December 2019 – On the blog

Round-up of the month Strikes, bus tickets and greener transport – our chief executive covered...
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Transport User Voice – December 2019 – Highways UK in review

Sharing our insight into road users What are road users’ priorities for improvement? How do...
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Transport User Voice – December 2019 – Bore da to Michelle

Wales team expands Meet Michelle, our new stakeholder manager based in Cardiff. Michelle...
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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...
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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...
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Transport User Voice – November 2019 – You and your train...

Updates on the West Coast and Southwestern West Coast Partnership The Transport Focus board...
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Transport User Voice – November 2019 – National Transport...

And more on the Scottish Transport Show  National Transport Strategy Consultation The...
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Transport User Voice – November 2019 – Accessibility: what...

Update from the forum we held in October We held our regular accessibility forum earlier this...
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Transport User Voice – November 2019 – Help us continue...

Could you be our new Board member? Scottish transport users need you! Applications close soon...
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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...
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Transport User Voice – November 2019 – Make Delay Pay

What do the figures say?   Last week saw rail passenger compensation hit the headlines as...
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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...
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Transport Focus Wales Ltd – Memorandum and Articles of Association

The memorandum and articles of association for Transport Focus Wales Ltd.
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Transport User Voice – October 2019 – Case study

The case of half a missing Railcard Mr S was travelling between Paddington and Henley-on-Thames....
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Transport User Voice – October 2019 – Road user information: join the...

Remember, remember the 6 of November! Road users want better information provided on motorways...
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Transport User Voice – October 2019 – What’s happening in Wales?

Passengers looking for improvement How satisfied are commuters in Wales? The National Rail...
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Transport User Voice – October 2019 – Championing Scotland’s...

Scottish Board member needed Could you be Transport Focus’s next Board Member? The Scottish...
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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...
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Transport User Voice – October 2019 – Provide clear information and...

Views on Brighton main line disruption Passengers travelling during rail engineering works want...
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Transport User Voice – October 2019 – Safety is key, say cyclists,...

Survey measures users’ satisfaction Safety is a major part of how satisfied cyclists,...
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Transport User Voice – October 2019 – Chief executive’s editorial

Green to go? A manifesto? Climate change debates are giving governments and us citizen/consumers...
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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...
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Transport User Voice – September 2019 – Case study

Information posters at Wakefield Westgate Mr M contacted Transport Focus as a large poster has...
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Transport User Voice – September 2019 – Welcome retirement of ‘buses...

Waving off the first Pacer to be taken out of service [caption id="attachment_15965"...
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Transport User Voice – September 2019 – You & your train company

Updates about three rail franchises After little news about franchising for quite some time,...
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Transport User Voice – September 2019 – Developments in Scotland

A National Transport Strategy and problems on sleeper services National Transport Strategy Since...
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Transport User Voice – September 2019 – Better information on...

Ensuring Highways England improves provision Transport Focus will press hard over the coming...
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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...
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Transport User Voice – September 2019 – Compensation after...

Seeking clarity from rail operators Last month’s editorial on ‘The great heat’ illustrated...
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Transport User Voice – September 2019 – Chief...

Biblical weather, franchise changes and Give Bus a Go! It's been another torrid month for...
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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...
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Transport User Voice – August 2019 – Rail Ombudsman seven months on:...

Transport Focus assess progress The Rail Ombudsman began operating seven months ago. Are...
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Transport User Voice – August 2019 – Getting more for users from our...

Developing our National Rail Passenger Survey (NRPS) It is important that Transport Focus...
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Transport User Voice – August 2019 – ‘Customer days’ at...

Transport Focus joins user feedback sessions Network Rail and Transport for Wales are holding...
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Transport User Voice – August 2019 – Improving performance on the...

The industry provides further updates to the Transport Focus Board Passengers on the South...
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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...
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Transport User Voice – August 2019 – Driving improvements for bus...

Reading Buses maximise use of Bus Passenger Survey Transport Focus’s Bus Passenger Survey...
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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...
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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...
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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...
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Highways England response to Transport Focus roadside facilities research

In July 2019 Highways England responded to findings and recommendations made in a number of...
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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...
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Transport User Voice – July 2019 – Developments in Scotland

Young People and Transport Since 2014, Transport Focus has spoken to over 30,000 bus passengers...
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Transport User Voice – July 2019 – Have you claimed Delay...

Share your experience with Transport Focus Transport Focus will shortly launch a campaign...
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Transport User Voice – July 2019 – Holding rail sector...

Transport Focus board - upcoming meeting in public  Continuing its advocacy for passengers...
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Transport User Voice – July 2019 – West Midlands Bus Alliance...

Strong commitments to benefit passengers The development of a bus customer charter is an...
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Transport User Voice – July 2019 – Rail reform –...

Transport Focus papers to the Rail Review trust and representation While the latest NRPS results...
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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...
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Transport User Voice – July 2019 – Chief executive’s editorial

Has something shifted in the heated debate on climate change? The Extinction Rebellion protests,...
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Transport User Voice – July 2019 – Passengers respond to...

Latest results from the National Rail Passenger Survey  At long last passenger satisfaction has...
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Attitudes to travel choices for airport access

Presentation slides used at the Manchester Air Transport Forum and the International Rail Air...
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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...
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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...
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Transport User Voice – June 2019 – Chief executive’s...

The timetable crisis that wasn’t, came and went The timetable changes ushered in from Sunday...
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Transport User Voice – June 2019 – You and your train company

A faster Norwich to London service arrives on Greater Anglia Transport Focus was invited...
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Transport User Voice – June 2019 – Bank holiday rail...

Winning better information for passengers As part of its work to improve passenger information...
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Transport User Voice – June 2019 – Improving roads with users...

Looking closely at roadworks across the West Midlands  Early in May,...
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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...
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Transport User Voice – June 2019 – Wales

Speaking to local bus company managers at their Cardiff conference   Overall passenger...
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Transport User Voice – June 2019 – Case study

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

This chart details the staff structure of Transport Focus as of August 2021.
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Transport User Voice – May 2019 – Case study

Goodwill gesture secured for Metrolink passenger Miss K purchased a 28-day Metrolink...
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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...
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Transport User Voice – May 2019 – You and your train company

East Midlands The East Midlands franchise has been awarded to Abellio. The new...
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Transport User Voice – May 2019 – Bus passenger satisfaction

What is Transport Focus doing? Much more noise is being generated around bus services at the...
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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...
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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...
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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...
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Transport User Voice – May 2019 – Chief executive’s editorial

The next 12 months – what is Transport Focus aiming to change?  Transport Focus exists to...
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Transport User Voice – May 2019 – Tram passenger satisfaction riding...

Tram Passenger Survey Autumn 2018 results Nine in 10 tram passengers are satisfied with their...
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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...
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Register of outside interests for Board members and senior staff – April...

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

Putting passengers at the heart of the upgrade Investment in the rail network is welcome and...
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Transport User Voice – April 2019 – Station spotlight:...

Manchester Piccadilly station’s crowded platforms 13 and 14 have been the focus of new Transport...
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Transport User Voice – April 2019 – Accountable leadership for...

Research informs Rail Review   Most passengers don’t feel the railways is run for their...
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Transport User Voice – April 2019 – Changes to the National...

Boosting the user voice - new survey innovation  The National Rail Passenger Survey (NRPS)...
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Transport User Voice – April 2019 – What’s happening in...

Welcome arrival of Delay Repay 15 for Transport for Wales passengers New rules for getting...
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Transport User Voice – April 2019 – Case study

South Western Railway - all delay and no repay? Mr W boarded the 00.05 South Western Railway...
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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...
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Transport User Voice – April 2019 – Chief executive’s...

Talking to transport users in a digital age  Transport Focus is developing its main tracker...
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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...
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Transport User Voice – March 2019 – Remedial notices for...

Action to improve punctuality key to better satisfaction The ScotRail franchise is the one of...
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Transport User Voice – March 2019 – Williams Rail Review

Transport Focus Board to meet Keith Williams On Tuesday 12 March the Board of Transport Focus...
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Transport User Voice – March 2019 – Bus passengers rate their...

Bus Passenger Survey launch event The latest round of results from the annual Bus Passenger...
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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...
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Transport User Voice – March 2019 – Chief executive’s...

Transport users and safe, reliable journeys New research work published by Transport Focus...
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Transport User Voice – March 2019 – Action to reform broken rail fares...

Transport Focus welcomes ‘Easier Fares for All’ proposals In mid...
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Transport User Voice – February 2019 – Chief executive’s...

Rail Review, fares review and more wins! As rail passenger satisfaction falls to its lowest...
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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...
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Transport User Voice – February 2019 – Worst satisfaction in...

National Rail Passenger Survey Autumn 2018 In the latest results from our National Rail...
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Transport User Voice – February 2019 – Buses on the Strategic...

Which issues matter most to passengers and stakeholders? Highways England is investigating...
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Transport User Voice – February 2019 – Winning for A66 road...

Advocacy to drive visible improvements in the Eden Valley In 2016 Transport Focus published...
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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...
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Transport User Voice – February 2019 – You and your train...

Transport Focus takes West Midlands Trains to meet Team Victoria Last year, West Midlands Rail...
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Transport User Voice – February 2019 – Rail satisfaction in...

The latest views of ScotRail passengers In the latest National Rail Passenger Survey, overall...
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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...
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Highway England response to Transport Focus smart motorway research

In September 2017 Transport Focus published Getting to the heart of smart – road user experience...
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Bus passenger experience in Liverpool

On Monday 14 January 2019, members of the House of Commons Transport Select Committee are set to...
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Transport User Voice – January – Case study

Asking LNER to revoke a unpaid fare incurred through illness Mr H booked tickets for the 18:58...
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Transport User Voice – January – Wales: latest activity for...

Young people and transport: event in Cardiff Transport Focus will hold an event on Thursday 24...
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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,...
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Transport User Voice – January – Awareness of compensation for...

Transport User Panel research on Thameslink and Great Northern Make a claim, make sure your...
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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...
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Transport User Voice – January – Chief executive’s editorial

Phew. The rail timetable changes on 9 December went relatively smoothly. More services and more...
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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...
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Transport User Voice – December – The changing landscape of...

Rail passengers now have somewhere they can go with a range of unresolved complaints, following the...
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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...
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Transport User Voice – December – Scotland’s upcoming...

Billed as a ‘Revolution in Rail’, ScotRail is making major changes to the timetable from 9...
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Transport User Voice – December – Transport Focus Data Hub

On 7 November, alongside the results from our Strategic Roads User Survey, Transport Focus launched...
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Transport User Voice – December – Services on ‘A’ roads...

Long-distance dual carriageways often carry as much traffic as some motorways, yet roadside...
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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...
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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...
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Transport User Voice – December – Editorial

It's been a busy month securing wins for road users and rail passengers: Transport Focus’s new...
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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...
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Transport Focus Board Meeting – 13 November 2018

Agenda, briefing notes and presentations for the public Transport Focus Board meeting on 13...
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Special Transport Focus Board Meeting – 12 November 2018

Agenda, briefing notes and presentations for the Special Transport Focus Board meeting on 12...
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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...
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Transport User Voice – November 2018 – You and your train...

Accessibility Forum Transport Focus’ bi-annual Accessibility Forum – well attended by over...
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Transport User Voice – November 2018 – Transport for Wales...

Welsh passengers have high expectations for their new rail service The early hours of Sunday 14...
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Transport User Voice – November 2018 – Showcasing new...

Our most significant survey of road user satisfaction yet Since 2015, Transport Focus has...
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Transport User Voice – November 2018 – How good are...

Measuring the impacts of poor signage, design and maintenance Transport Focus recently published...
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Transport User Voice – November 2018 – Driving solutions for a...

Presenting to parliamentarians the most robust evidence we have for passengers On 29 October,...
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Transport User Voice – November 2018 – Chief executive’s...

Bus open data, the Rail Review and a huge boost to the driver voice Governments...
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Transport User Voice – November 2018 – Saturday strikes...

Northern passengers tell us how they have been affected Industrial action by members of the...
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Transport User Voice – November 2018 – Putting the user centre...

Ensuring the Government's new strategy (RIS2) addresses the needs of road users The Government...
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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...
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Transport User Voice – October 2018 – Scotland – future...

Working to promote passengers’ top priorities for rail services in Scotland Transport Focus...
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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...
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Transport User Voice – October 2018 – Bus passenger...

Nearly nine in every 10 passengers happy In our latest Bus Passenger Survey in the West Midland...
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Transport User Voice – October 2018 – You and your train...

What's happening on your train services? Cross Country franchise competition The Department for...
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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...
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Transport User Voice – October 2018 – Nearly 20,000 passengers...

Easier fares reform roundtable Our rail fares consultation – undertaken jointly with the Rail...
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Transport User Voice – October 2018 – Meeting the challenges for...

Evening reception with Andy Burnham Transport Focus is pleased to announce that Andy Burnham,...
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Transport User Voice – October 2018 – Chief executive’s...

Transport Focus making a difference  We have secured a great range of wins for transport users...
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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...
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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...
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Transport User Voice – September 2018 – High Quality Buses for...

Evaluating a new fleet designed to offer passengers a good experience  Passengers in...
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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...
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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...
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Transport User Voice – September 2018 – Boosting passenger priorities...

Helping to shape partnership working in two combined authority areas Transport Focus already...
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Transport User Voice – September 2018 – High visibility markings and...

Improving the road user experience on the A38, near Derby Transport Focus’ research into road...
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Transport User Voice – September 2018 – Update on our road user...

Strategic Roads User Survey Measuring satisfaction with road users’ experience of a journey...
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Transport User Voice – September 2018 – You and your train company

West Coast Partnership The franchising team at Transport Focus has reviewed the West Coast...
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Transport User Voice – September 2018 – Wales and Borders

Promoting passenger priorities as the new rail operator gets going On 4 June it was announced...
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Future of Rail roundtable discussion, London

Ian Wright, head of insight, is speaking at a roundtable discussion on the Future of Rail,...
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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...
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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...
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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...
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Transport User Voice – August 2018 – ScotRail services

Eight in ten passengers in Scotland say they are satisfied overall with ScotRail services. The...
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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...
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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...
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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...
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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...
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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...
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Dartford Crossing – Transport User Panel survey

Earlier this year 447 panellists who had used the Dartford Crossing told us about their...
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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...
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Workplan Report 2017-2018

Please find here the final version of the Workplan Report 2017-2018.
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Board meeting papers – July 2018

Supporting papers for the Transport Focus public Board meeting which took place at St Bride’s...
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Transport Focus Board Meeting – July 2018

The independent passenger watchdog has called Network Rail’s route managing director for Wessex,...
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Storms and weak performance buffet rail passenger satisfaction

Earlier this year rail passengers battled the ‘Beast from the East’ and Storm Emma – our...
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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...
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New fares for Metrolink

Simpler fares are on the cards for Manchester tram passengers. The Transport Focus Tram...
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You and your train company

CrossCountry franchise consultation What do people want from future Cross Country services? The...
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A smarter transport network for Scotland

Transport Focus is helping keep passengers at the heart of the process as a Scottish transport bill...
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Goodwill gesture for penalty fare passenger

Two separate ticket inspections failed to spot that Mr F was missing part of his ticket as he...
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‘Something better change’

The pop song by the Stranglers probably sums up the feelings of rail passengers caught in the...
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New Wales and Borders rail services

KeolisAmey will become the new operator and developer for the Wales and Borders rail service and...
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Misery for many – so what can be done?

Many rail passengers have faced daily delays, confusion and cancellations since a new timetable...
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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...
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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...
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Special Transport Focus Board Meeting – June 2018

Agenda and draft minutes of the Special Transport Focus Board meeting on 19 June 2018.
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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...
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Transport User Voice – June 2018 – Northern rail services

Delays and cancellations continue to disrupt passengers using Northern trains after the...
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Transport User Voice – June 2018 – Passengers favourite train...

London Kings Cross is the top train station in Britain according to passengers. In our latest...
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Transport User Voice – June 2018 – Majority of Glasgow subway...

Glasgow Subway Survey Glasgow Subway passengers are almost all satisfied with their...
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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...
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Transport User Voice – June 2018 – Passengers favourite train...

London Kings Cross is the top train station in Britain according to passengers. In our latest...
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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...
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Transport User Voice – June 2018 – Understanding the needs of...

How do disabled motorists find travelling on motorways and major ‘A’ roads? Disabled...
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Transport User Voice – June 2018 – Chief executive’s...

Some good wins for users this month: Our suggestions of Facebook signs on the M5 Oldbury...
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Transport User Voice – June 2018 – Challenging the rail industry...

We challenged the rail industry over ‘unreliable’ timetables at a special meeting of Transport...
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Special Transport Focus Board Meeting presentation – May 2018

Presentation by Paul McMahon of Network Rail on 15 May 2018.
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Special Transport Focus Board Meeting – May 2018

Agenda of the Special Transport Focus Board meeting May 2018.
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Accessibility Forum – May 2018

Minutes of the Transport Focus May 2018 Accessibility Forum.
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ScotRail National Rail Passenger Surveys 2017

We consult more than 50,000 passengers a year to produce the National Rail Passenger Survey (NRPS)...
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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...
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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...
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Board meeting minutes – November 2017

Here are the minutes from the public Board meeting held in Manchester in November 2017. They have...
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Board meeting minutes – July 2017

Here are the minutes from the public Board meeting held in London in July 2017. They have been...
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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...
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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...
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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...
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Transport User Voice – May 2018 – You and your train company

West Coast partnership Competition for the running of the future west coast rail services,...
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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...
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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...
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Transport User Voice – May 2018 – Tomorrow’s rail passengers

Despite a record 1.7bn rail journeys made last year passenger numbers are starting to...
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Transport User Voice – May 2018 – Chief executive’s editorial

Good wins for Transport Focus this month include: Southeastern and South Western Railway both...
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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...
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A303 Stonehenge consultation – Transport Focus response

Transport Focus's response to Highways England's A303 Stonehenge public consultation.
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Transport User Voice – April 2018 – Case study

Mr K purchased first class tickets from Bristol Temple Meads to Inverness to catch a ferry. The...
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Transport User Voice – April 2018 – What’s happening in Scotland?

Throughout the autumn and winter train service performance has been challenging for ScotRail. This...
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Transport User Voice – April 2018 – Rail accessibility update

The level of service for passengers with disabilities has failed to improve in line with facilities...
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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...
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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...
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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 –...
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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...
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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...
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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...
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Transport User Voice – March 2018 – Train timetable uncertainty let...

Passengers may find it harder to plan in advance and buy cheaper tickets, warns independent...
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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...
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Transport User Voice – March 2018 – “Technology is great – we...

Passengers excited at potential impact of technology, but not at the expense of friendly...
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Transport User Voice – March 2018 – Transport Focus helps shape...

Transport Focus plays pivotal role in shaping future roads in England Highways England, the body...
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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...
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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....
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Transport User Voice – March 2018 – Case Study

Mr H booked tickets to travel with Virgin Trains using his Traveller's Membership Club Card...
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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...
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Transport User Voice – March 2018 – Chief executive’s...

Improving compensation for passengers Transport Focus’s 2018-21 and one year 2018-19 workplans...
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Managing service disruption – the user perspective

Brighton & Hove Buses held a series of workshops to look at ways in which passenger...
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Transport User Voice – February 2018 – Scotland’s passengers...

Eight in ten passengers in Scotland say they are satisfied overall with ScotRail services. The...
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Transport User Voice – February 2018 – Case Study

Miss E bought an annual season ticket, costing £4900, for her daily commute with Southeastern....
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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...
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Transport User Voice – February 2018 – You and your train...

What do Great Western Railway passengers think of their service? The Great Western franchise...
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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...
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Transport User Voice – February 2018 – Design major roads with...

Cyclists, pedestrians and equestrians need roads designed with them more in mind. Transport...
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Transport User Voice – February 2018 – Transport Focus calls...

Rail bosses vowed improvements after the watchdog called them in over declining...
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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...
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Transport User Voice – February 2018 – Chief executive’s...

Performance and handling disruption well are key themes for transport users and us. Looking...
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National Rail Passenger Survey – Network Rail routes report

National Rail Passenger Survey - Network Rail routes report
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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...
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Transport User Voice – What’s happening in Wales?

Bus Strategy in Wales Transport Focus is ensuring the passenger voice is playing a central role...
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Transport User Voice – Case study

Ms B dropped her son, Mr B, at Bromsgrove station where he normally buys a ticket from the ticket...
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Transport User Voice – Maintaining the railway

Maintaining the railway is critical – without regular maintenance, things will not run...
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Transport User Voice – You and your train company

Passengers’ needs at the heart of long-term planning Our report on passengers’ priorities...
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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...
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Transport User Voice – Improving road user experiences during incidents

The independent watchdog is working with Highways England and the police to tackle motorways...
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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...
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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...
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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...
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Appendix 1 – Preferred Supplier List terms and conditions

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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...
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Rail fares increase for 2018 – Scotland response

Anthony Smith, chief executive of the independent watchdog Transport Focus, said: "It's mixed...
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Rail fares increase for 2018 – Wales response

Anthony Smith, chief executive of the independent watchdog Transport Focus, said: "A chill wind...
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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...
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Transport User Voice – Case Study

Mr L was travelling from Edale to Lincoln Central via Sheffield with Northern. He bought his ticket...
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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...
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Transport User Voice – Northern transport reception

We’ve been sharing our plans to ensure transport users are at the heart of northern...
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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...
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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...
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Transport User Voice – Better information for bus passengers

Do you struggle to get the right information about local bus routes, timetables, fares and arrival...
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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...
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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...
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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...
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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...
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Board meeting minutes – March 2017

Here are the minutes from the public Board meeting held in London in March 2017. They have been...
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Board meeting papers – November 2017

Supporting papers for the Transport Focus public Board meeting which takes place at Piccadilly...
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Rail passengers’ experiences and priorities during engineering...

Independent watchdog Transport Focus has updated its 2012 research Passenger priorities during...
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Transport User Voice – Northern transport reception

Would you like to find out more about what we do for transport users in Northern England? Why...
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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...
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Transport User Voice – New board to represent passengers in Wales

Wales Route Supervisory Board Transport Focus has joined forces with Network Rail, Arriva Trains...
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Transport User Voice – Case Study

Mr M was travelling from Glasgow Queen Street to Peterborough with two other passengers. He...
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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...
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Transport User Voice – Liverpool Lime Street upgrade: giving passengers...

How was the Liverpool Lime Street station upgrade for you? With passengers forced to make...
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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...
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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...
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Transport User Voice – Top motorway services named

Reading westbound services on the M4 was named England’s top motorway services in our new...
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NRPS technical guide – Spring 2017

This technical guide outlines the methodology and technical details for the Spring 2017 NRPS (wave...
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Register of outside interests for Board members and senior staff –...

Register of outside interests for Board members and senior staff (October 2017).
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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...
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Transport User Voice – Case Study

Mrs G buys her son his Great Western Railway (GWR) season ticket from Guildford station as he uses...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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Transport User Voice – Case study September 2017

Mrs J was travelling from Feniton to London Waterloo station in order to go to an appointment....
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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...
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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...
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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...
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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...
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Transport User Voice – Waterloo station upgrade: giving passengers a...

How was the London Waterloo station upgrade for you? Transport Focus has be monitoring the...
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Transport User Voice – Chief executive’s editorial September 2017

Summertime and the engineers are busy… Welcome, much needed, investment in our transport systems...
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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...
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Board Members Committees and Champions 2017-18

This document outlines the Board member’s committees and individual responsibilities to Transport...
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Transport User Voice – You and your train company August 2017

Wales and Borders Transport Focus presented our latest research into passengers' experiences and...
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Transport User Voice – Case study August 2017

Mr B purchased a ticket with c2c for the 7.28 train into London. He waited at the platform but the...
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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...
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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...
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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...
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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...
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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...
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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…!)....
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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...
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Gifts and hospitality register 2016-17

Table detailing gift and hospitality declarations for 2016/17 and the gift and hospitality register...
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Board meeting papers – July 2017

Supporting papers for the Transport Focus Board meeting which takes place at the St Bride’s...
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Transport Focus Freedom of Information Act publication scheme

This publication scheme is based on the model scheme prepared and approved by the Information...
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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...
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Transport User Voice – Case study

Mrs B went to purchase tickets from the Wivenhoe ticket office. She asked the clerk what the...
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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...
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Transport User Voice – Despondent rail passengers call for better...

Passengers travelling on Wales and Borders services are calling for an overhaul of tired and...
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Transport User Voice – Restoring normal service: passengers and the Gibb...

Passengers using Southern, Thameslink and Gatwick Express services in the last two years have...
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Transport User Voice – You and your train company

West Coast Partnership The Government has announced a shortlist of three bidders to compete to...
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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...
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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...
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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...
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Transport User Voice – Chief executive’s editorial

Southern blues... More industrial action taking place on the Southern, Northern and Merseyrail...
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Board meeting minutes – November 2016

Here are the minutes from the public Board meeting held in Birmingham in November 2016. They have...
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Audit, Risk Assurance and Remuneration Committee – Terms of reference

This document outlines the terms of reference for the Audit, Risk Assurance and Remuneration...
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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...
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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...
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Transport User Voice – Case study

Mr R was travelling from London to Paignton via Exeter with Great Western Railway (GWR). As he has...
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Transport User Voice – Research coming soon

Over the next few months Transport Focus will be publishing lots of new research into users’...
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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...
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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...
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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...
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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...
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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...
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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...
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Transport User Voice – You and your train company

New South Western franchise operator The winner of the South Western rail franchise has been...
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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...
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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...
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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...
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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...
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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...
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Transport User Voice – Passengers increasingly dissatisfied with...

Bus passengers are increasingly unhappy with delays caused by congestion on the roads. This is...
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Passengers feeling the strain during disruption

The performance problems faced by Scotland’s rail passengers’ has resulted in a significant...
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Case study

Mr J tried to purchase a ticket at Gateshead stadium with Tyne and Wear Metro but was faced with a...
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Southern Rail strike compensation

Rail passenger woes continue on Southern following yet more strikes. We are urging passengers,...
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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...
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You and your train company

South Eastern franchise passenger research The Department for Transport (DfT) is preparing to...
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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...
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How do drivers rate our roads?

How satisfied are users of England’s motorways and major ‘A’ roads? Transport Focus has...
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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...
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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...
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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...
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Transport User Voice – February 2017 – Case study

Mrs Y and her sister booked tickets for the 9.21 Virgin Trains East Coast service from...
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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...
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Transport User Voice – February 2017 – You and your train company

Northern and TransPennine In partnership with Northern and TransPennine Express, Transport Focus...
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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...
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Transport User Voice – February 2017 – Southern Rail disruption:...

In our latest survey just 30 per cent of Southern passengers travelling during peak times said...
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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...
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Transport User Voice – February 2017 – Chief executive’s editorial

Under pressure: passenger verdict in The new National Rail Passenger Survey shows satisfaction...
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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...
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Transport User Voice – January 2017 – What’s happening in...

ScotRail performance Since ScotRail published its Performance Improvement Plan, we have met with...
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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...
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Transport User Voice – January 2017 – Improving bus services for...

Transport Focus is helping improve services for bus passengers in Liverpool. The Liverpool City...
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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...
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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...
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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...
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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...
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Transport User Voice – January 2017 – Chief executive’s...

While the industrial action on Southern grinds on – 300,000 passengers affected – with no end...
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Transport User Voice – January 2017 – Tough times continue for...

Tough times continue for passengers on Southern Rail following the failure of talks between Govia...
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Fares and ticketing research list

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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...
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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...
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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...
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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...
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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...
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Transport User Voice – December 2016 – Making rail...

The number of passengers claiming the compensation they are owed has almost trebled – but is...
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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...
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Transport User Voice – December 2016 – What’s happening...

Wales and Borders rail franchise Four bidders who have now been confirmed for the franchise -...
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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...
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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...
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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...
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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...
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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...
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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...
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Transport User Voice – November 2016 – Scotland update

ScotRail issues, rural transport services, and transport policing – these have been our recent...
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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...
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Transport User Voice – November 2016 – Anthony Smith’s...

Investment rules! Great to see the announcements around the new Greater Anglia franchise: new...
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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...
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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...
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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...
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Transport User Voice – October 2016 – Case study

In our regular feature, we highlight a recent rail appeal complaint that we have handled. Click...
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Transport User Voice – October 2016 – A brighter future for...

Southern and Thameslink passengers can see what the future holds once disruptive rebuilding work...
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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....
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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...
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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...
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Transport User Voice – October 2016 – Welsh rail franchise

We have recently submitted our response to the Welsh Affairs Committee’s inquiry into the Wales...
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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...
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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.
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Passenger Voice September 2016: Case study

Mr B booked a ticket to travel from Lockerbie to Edinburgh on a TransPennine Express service on 10...
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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...
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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...
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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...
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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...
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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...
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Passenger Voice September 2016: Southern Rail passenger disruption

Your stories of travelling on Southern are helping Transport Focus challenge Southern Rail to...
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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...
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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...
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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...
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Road User Voice – September 2016 – Take a break – what do...

Toilets, cafes and rest - Transport Focus challenges the service area industry to exceed customer...
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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...
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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...
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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...
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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...
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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...
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Road User Voice – August 2016 – Action needed to improve...

Lorry drivers have said their needs are not being fully met by roadside facilities in...
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Road User Voice – August 2016 – Road user director’s...

On long (or even short!) journeys along England’s motorways and major ‘A’ roads, the...
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Passenger Voice August 2016: Bus Services Bill – involving passengers

The Bus Services Bill has started its progress through Parliament and we’re making sure...
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Passenger Voice August 2016: Case study

For her birthday Mrs P used Arriva Trains Wales’ (ATW) telesales helpline to book return tickets...
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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...
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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...
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Passenger Voice August 2016: You and your train company

Bidder withdraws from West Midlands competition MTR Corporation has withdrawn its bid for the next...
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Passenger Voice August 2016: Anthony Smith’s editorial

After months and months of anguish, Southern commuters are facing a temporary timetable; but will...
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Passenger Voice August 2016: Southern Rail timetable change

How is Southern Rail’s temporary timetable impacting you? Transport Focus has launched a new...
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NRPS Stakeholder Consultation Forum presentation – July 2016

We held our NRPS Stakeholder Consultation Forum on Monday 11 July 2016. For further information...
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Board member for Wales recruitment pack

The Welsh Government is appointing a new member to the Transport Focus Board to ensure the...
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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...
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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...
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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...
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Accessibility Forum – April 2016

Notes and presentation of our April 2016 Accessibility Forum.  
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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...
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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...
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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...
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National Rail Passenger Survey Spring 2016 – pilot questionnaire...

We have developed a shortened National Rail Passenger Survey (NRPS) core questionnaire which has...
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National Rail Passenger Survey Spring 2016 – pilot questionnaire

We have developed a shortened National Rail Passenger Survey (NRPS) core questionnaire which has...
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Senior Information Risk Owner’s annual review to the Accounting Officer

The annual opinion to support the governance statement in the Annual Report 2015-16.
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Transport Focus response to the Department for Business, Innovation and...

Transport Focus response to the Department for Business, Innovation and Skills consultation on...
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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...
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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...
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Passenger Voice July 2016: Case study

Mrs H purchased three off-peak weekend tickets ahead of her journey from Glasgow Central to...
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Passenger Voice July 2016: You and your train company

West Coast consultation still open – have your say! The Department for Transport (DfT)...
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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...
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Passenger Voice July 2016: Latest rail passenger satisfaction scores

Our latest passenger satisfaction figures from the National Rail Passenger Survey are...
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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...
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National Rail Passenger Survey Technical Guide – Autumn 2015

This document outlines the methodology used in the Autumn 2015 survey, the 26th undertaken by BDRC...
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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...
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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...
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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....
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Road User Voice – June 2016 – Big data, smarter travel

How could your phone help improve your journey? Transport Focus is exploring how traffic data...
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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...
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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...
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Board meeting minutes – January 2016

Here are the minutes from the public Board meeting held in London in January 2016. They have been...
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Board meeting minutes – February 2016

Here are the minutes from the public Board meeting held in London in February 2016. They have been...
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Older drivers: more or less satisfied?

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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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Passenger Voice May 2016: Govia Thameslink Railway ticket offices...

Passengers have had their say - Transport Focus has decided to oppose Govia Thameslink Railway’s...
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Passenger Voice May 2016: Anthony Smith’s editorial

Performance, performance, performance… Transport Focus exists to make a difference for all...
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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...
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Transport Focus response to the Hendy review

The Department for Transport consulted on Sir Peter Hendy’s review of  Network Rail’s...
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Passenger Voice April 2016: How satisfied are bus passengers?

While value for money ratings vary widely across the country bus passengers are generally content...
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Passenger Voice April 2016: Case study

In December 2015 Mr M had booked a batch of advance tickets dated every Monday from December to...
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Passenger Voice April 2016: Research coming soon

Over the next few months Transport Focus will be publishing lots of new research into passengers’...
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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...
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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...
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Passenger Voice April 2016: You and your train company

West Midlands The Department for Transport (DfT) has been carrying out a consultation into the...
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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...
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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...
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Road User Voice – April 2016 – Bedford Bound

Delays and disruption, roadside facilities, signage and road surfacing were top of the agenda at a...
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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...
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Road User Voice – April 2016 – Better by design

Transport Focus is taking part in an initiative launched by Highways England to encourage...
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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...
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March 2016 Manchester Board meeting papers

Here can be found the supporting papers for the Transport Focus public Board meeting held in...
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March 2016 Manchester Board meeting agenda

The agenda for the Transport Focus public Board meeting held in Manchester on the 17 March 2016.
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Passenger Voice – April 2016

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Road User Voice – April 2016

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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...
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Passenger Voice March 2016: Research coming soon

Over the next few months Transport Focus will be publishing lots of new research into passengers’...
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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...
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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...
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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...
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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,...
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Passenger Voice March 2016: You and your train company

South Western The Department for Transport (DfT) has been carrying out a consultation into the...
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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...
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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...
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Passenger Voice March 2016: Anthony Smith’s editorial

Passengers’ relationship with the bus industry This year’s UK Bus Summit provided an...
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Passenger Voice March 2016

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Rail passenger satisfaction – response to Which? poll

Today Which? magazine published its latest passenger satisfaction poll.  David Sidebottom,...
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February 2016 – Board meeting agenda

Please find here the agenda for our public Board meeting held on the 11 February 2016, 12 noon at...
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Road User Voice – February 2016 – Road user director’s...

In January we carried out research into road users’ views about roadside facilities, including...
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Road User Voice – February 2016 – Operation Stack, Manston...

During summer 2015 Operation Stack brought widespread disruption to the Strategic Road Network in...
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Road User Voice – February 2016 – Focusing on roadside...

We have begun research to understand road users’ needs and experiences when it comes to roadside...
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Road User Voice – February 2016 – Update on our delays and...

We have commissioned new research to look specifically at delays and disruptions resulting from...
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Road User Voice – February 2016 – Research coming soon

Driver attitude and behaviour, and its impact on journey satisfaction and safety: This literature...
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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...
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Passenger Voice February 2016: What next for Passengers’ Charters?

Passengers’ Charters need to be made clearer and more accessible for passengers according to our...
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Passenger Voice February 2016: Case study

Mr B contacted us in December 2015 about South West Trains’ (SWT) lost property web forms,...
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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...
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Passenger Voice February 2016: Changes to the National Rail Passenger...

We recently consulted on proposed changes to the National Rail Passenger Survey. These proposals...
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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...
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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...
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Passenger Voice February 2016: Rail passenger satisfaction still...

The regular problems faced by Britain’s rail commuters is holding back a bigger recovery in...
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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...
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Road User Voice – February 2016

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Passenger Voice February 2016

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Board meeting minutes – November 2015

Here are the minutes from the public Board meeting held in Gateshead in November 2015. They have...
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January 2016 – London Board meeting papers

Papers for the Board Meeting held in London on 14 January 2016.
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Road User Voice – January 2016 – Have your say

Help shape the decisions the Government, Parliament and Highways England are making by having your...
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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...
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Road User Voice – January 2016 – Motorway service area tour

Motorway service areas are important, as our Road user needs and experiences research found. They...
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Road User Voice – January 2016 – Road user director’s...

With 2016 fast approaching, I thought I’d reflect on our achievements since we started...
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Road User Voice – January 2016 – HGV drivers prioritise...

‘Quality of road surfaces’ is the aspect of England’s motorways and major ‘A’ roads that...
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Road User Voice – January 2016 – Research coming soon

Over the next year Transport Focus will be publishing lots of new research into road users’...
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Road User Voice – January 2016

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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...
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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...
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Passenger Voice January 2016: Research coming soon…

Over the next few months Transport Focus will be publishing lots of new research into passengers’...
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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...
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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...
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Passenger Voice January 2016: You and your train company

New operators announced for Northern and TransPennine Express The Department for Transport (DfT)...
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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...
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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...
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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...
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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...
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Passenger Voice – January 2016

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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...
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Road User Voice – December 2015 – Road user director’s...

Transport Focus recently held a Board meeting and conference in Gateshead; we were delighted to...
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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...
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Road User Voice – December 2015 – Keep on trucking!

We will soon be publishing our heavy goods vehicle (HGV) drivers’ priorities for improvement on...
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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...
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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...
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Road User Voice – December 2015 – Research coming soon

We will soon be publishing the heavy goods vehicle drivers’ priorities for improvement research....
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Passenger Voice December 2015: Coming soon…

Over the next few months Transport Focus will be publishing lots of new research into passengers’...
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Passenger Voice December 2015: You and your train company

Northern and TransPennine Express Following a consultation in 2014, shortlisted bidders for the...
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Road User Voice – December 2015

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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...
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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...
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Passenger Voice December 2015: Christmas engineering works

Did you know that there will be significant disruption taking place to services running over the...
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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 -...
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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...
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Passenger Voice December 2015: Anthony Smith’s editorial

Investment continues, time to ensure passengers are at the heart of the decisions Passengers will...
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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...
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Passenger Voice – December 2015

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Board meeting minutes – May 2015

Board meeting minutes from our public Board meeting held on 14th May 2015 in Cardiff, signed by the...
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Board meeting minutes – September 2015

Board meeting minutes from our public Board meeting held on 16th September 2015 in Edinburgh,...
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Board meeting minutes July 2015 – London

Board meeting minutes from the public Board meeting held on 16th July 2015 in London, signed by the...
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November 2015 Board meeting papers – Newcastle

These are the papers for the public Board meeting held in Newcasle on the 12th November 2015. This...
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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...
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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...
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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...
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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...
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Road User Voice – October 2015 – Road meets rail

As part of our regular meetings with Highways England we headed to Birmingham to discuss road...
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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...
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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...
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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...
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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...
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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...
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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)...
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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...
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Passenger Voice November 2015: Case study

Mrs R was travelling from London Kings Cross to Halifax along with five other passengers. Part of...
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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...
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Road User Voice – October 2015

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Passenger Voice – November 2015

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Passenger Voice October 2015: Hearing your views

Autumn is upon us once more and so Transport Focus is beginning its autumn series of passenger...
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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...
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Passenger Voice October 2015: Case study

Mr H was catching the train to work from Nottingham station; his partner dropped him off at the...
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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...
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Passenger Voice October 2015: Competition, competition, competition

We have recently been asked to comment on three public transport consultations, all of which have...
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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)...
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Passenger Voice October 2015: Anthony Smith’s editorial

Nationalise! Privatise! Buy! Sell! While debates swirl again around who controls, owns and awards...
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Passenger Voice – October 2015

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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...
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Road User Voice – September 2015

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September 2015 – Board meeting papers – Edinburgh

Papers for the Board meeting held in Edinburgh on Wednesday 16 Septeember 2015.
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Passenger Voice September 2015: Network Rail performance

Passengers in the south east have been left feeling frustrated after suffering severe rail...
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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...
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Passenger Voice September 2015: You and your train company

Over the last month we have published some key pieces of research on franchising. East...
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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...
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Passenger Voice September 2015: Big win for passengers

Train passengers who face delays can now claim refunds in cash instead of vouchers as new...
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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...
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Passenger Voice September 2015: Case Study

Mr E regularly commutes from Paignton to Exmouth, via Exeter St David’s, with First Great Western...
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Passenger Voice – September 2015

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Passenger Voice August 2015: Lost and found

Passengers lose thousands of items of property each year, some of which never finds its way...
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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...
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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...
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Road User Voice – August 2015

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Passenger Voice August 2015: Case Study

Mrs N travelled with her husband and four year old grandson from Walton-on-Thames to Southampton...
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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...
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Passenger Voice August 2015: What happens to your complaints?

Transport Focus helps passengers resolve complaints with train companies through an appeals...
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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...
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Passenger Voice August 2015: You and your train company

Latest franchise competitions announced Last month the Department for Transport (DfT) updated its...
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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,...
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Passenger Voice August 2015: Anthony Smith’s editorial

Rail investment continues, spotlight on First Great Western The noise from the announcements about...
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Passenger Voice – August 2015

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Road User Voice – July 2015

We have just published the July issue of Road User Voice – a monthly digest of our work for users...
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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...
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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’...
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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...
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July 2015 Board Meeting papers

Papers for the Board Meeting held in London on 16 July 2015.
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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...
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Passenger Voice July 2015: You and your train company

A shortlist of three bidders has been announced for the East Anglia franchise competition. ...
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Passenger Voice July 2015: Rail passenger satisfaction drops again

Poor performance, especially in the south east, has led to another drop in rail passenger...
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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...
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Passenger Voice July 2015: Anthony Smith’s editorial

Rail passengers and long term plans… The recent announcements about the rewriting of the...
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Passenger Voice July 2015: Case Study

Mr H arrived at East Boldon station ten minutes before his journey to Newcastle with Tyne and Wear...
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Passenger Voice – July 2015

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

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June edition of Road User Voice

We have just published the third edition of Road User Voice – a monthly digest of our work for...
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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...
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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...
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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...
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Road User Voice – June 2015 – Road user director’s editorial

Transport Focus continues to develop its links with stakeholders, learn more about the Strategic...
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May 2013 Board Meeting papers

Please click here to download the full collection of papers for the board meeting in May 2013.
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February 2013 Passenger Focus Board Meeting papers

Please click here to download the full collection of papers for the board meeting in February 2013.
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September 2012 Passenger Focus Board Meeting papers

Please click here to download the full collection of papers for the board meeting in September 2012.
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May 2012 Passenger Focus Board Meeting papers

Please click here to download the full collection of papers for the board meeting in May 2012.
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Board Members Committees and Champions 2014-15

This document outlines the board member's committees and individual responsibilites to Transport...
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Road User Voice – June 2015

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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...
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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...
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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...
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Passenger Voice June 2015: Case Study

Miss H and her friend travelled from Gipsy Hill to Winchester. They are both in full-time education...
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Passenger Voice June 2015: You and your train company

Transport Focus has again been asked to comment on how passenger-focused new franchises will...
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Passenger Voice June 2015: Transport for all

In April we held another session of our Accessibility Forum. Made up of organisations representing...
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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...
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Passenger Voice June 2015: Anthony Smith’s editorial

New government: more of the same for passengers?  The dust is now settling after the general...
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Passenger Voice June 2015

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Road User Voice – May 2015 – Road user director’s editorial

It’s a month into Transport Focus’s role as consumer watchdog for users of England’s...
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May edition of Road User Voice

We have just published the second issue of Road User Voice – a monthly digest of our work for...
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Road User Voice – May 2015

We have just published the second issue of Road User Voice – a monthly digest of our work for...
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Road User Voice – May 2015 – Needs and experiences of heavy...

Heavy goods vehicle (HGV) drivers feel misunderstood. This is one of the findings from our...
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Road User Voice – May 2015 – Future research

Priorities for improvementWhat do road users want to see improved on the Strategic Road Network...
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Passenger Voice May 2015: Anthony Smith’s editorial

Transport Focus has arrived! Transport Focus is now in action – reflecting our new remit to...
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Passenger Voice May 2015: Passengers continue to be satisfied with tram...

Nine in ten tram passengers are satisfied with their journey, according to last month’s Tram...
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Passenger Voice May 2015: How will the Welsh National Transport Plan...

Passenger Voice readers are invited to join us for a conference to explore the theme ‘Putting...
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Passenger Voice May 2015: Driving improvements for bus passengers

Bus Passenger Survey (BPS) results are used as a tool by operators and authorities to identify key...
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Passenger Voice May 2015: How will the Welsh National Transport Plan...

Passenger Voice readers are invited to join us for a conference to explore the theme ‘Putting...
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Passenger Voice May 2015: Customer Reports – passengers welcome train...

Over the past few months we’ve told you about the Customer Reports research we’ve been carrying...
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Passenger Voice May 2015: You and your train company

New contracts for First Great Western and First TransPennine Express Last month the Government...
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Passenger Voice May 2015: Smartcards making bus travel simpler

Smartcard payment has moved a step closer to transforming services for passengers in Norfolk. As...
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Passenger Voice May 2015: PLUSBUS user research

Passengers love it, but more publicity is needed, is the message from PLUSBUS ticket users. Our...
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Passenger Voice May 2015: Case Study

Mrs D’s son was due to travel on 24 October on the 7.30pm train from London Paddington to Bristol...
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March 2015 edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Board meeting minutes – February 2015

Please find here the minutes from our public Board meeting held in February 2015 in London. These...
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February 2015 edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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January edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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October edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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September edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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August edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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June edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Northern and TransPennine Express (TPE) franchise renewal – get your...

The Department for Transport (DfT) will be holding three public consultation meetings for the new...
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May edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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March edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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February edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Passenger Voice – January 2014 edition now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Passenger Voice – December edition now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Passenger Voice – November edition now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Passenger Voice – September edition now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Passenger Voice – August edition now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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The July edition of Passenger Voice is now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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The June edition of Passenger Voice is now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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New Passenger Voice newsletter

The May edition of Passenger Voice went out on Friday - click here to sign up to receive it...
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New-look Passenger Voice

This is the first monthly email edition of Passenger Voice. This new-look, more frequent newsletter...
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Passenger Voice – Winter 2012

The Winter 2012 edition of our newsletter, Passenger Voice, has been published. In this...
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Our quarterly newsletter – Passenger Voice

Passenger Voice is our quarterly newsletter which highlights some of our work on behalf of...
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Register of outside interests for Board members and senior staff –...

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