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Passenger experience

Passenger experience

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Caledonian Sleeper which has been used to...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Caledonian Sleeper which has been used to...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Caledonian Sleeper which has been used to...
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Baroness Tanni Grey-Thompson’s experience at London King’s...

Commenting on Baroness Tanni Grey-Thompson's experience at London King's Cross station, Transport...
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What rail passengers need during extreme heat

The extreme heat experiences of passengers in summer 2022 were unprecedented - with temperatures...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...
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Motivations and barriers to train usage

This report explores the motivations and barriers to rail usage. We asked current, lapsed and...
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What makes for a clean and safe railway?

Transport Focus has worked with the Department for Transport to understand how cleanliness and...
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Network standards audit

In Autumn 2021, Transport Focus and the Department for Transport (DfT) wanted to understand the...
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Transport User Voice – October 2023

In this month’s Transport User Voice we're pleased to announce the appointment of our new chief...
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Your Bus Journey interim results

A new report published by Transport Focus provides interim results from the new 'Your Bus Journey'...
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Avanti West Coast awarded long-term contract – Transport Focus...

Responding to the Department for Transport’s decision to award a long-term contract to Avanti, ...
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European Transport Conference

Ian Wright, our head of innovation and partnerships will be speaking at the European Transport...
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Passenger expectations of how rail engineering works are managed

In the latest report from Transport Focus, feedback from passengers gives a detailed picture of the...
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Rail disruption – what passengers want to know

Passengers are calling for better information ahead of planned engineering works.  In the...
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Old Oak Common – impact of HS2 infrastructure works

Transport Focus undertook qualitative research amongst passengers using the Great Western Main Line...
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Extension of the Midland Main Line electrification

Transport Focus undertook qualitative research amongst passengers using the Midland Main Line and...
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Transport User Voice – August 2023

In this month’s Transport User Voice we're reminding people to have their say on the proposed...
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Getting free pass holders back on buses

Data suggests that since the end of the pandemic, a little more than a year ago, older and disabled...
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Transport User Voice – July 2023

In this month's Transport User Voice our chief executive Anthony Smith asks for a period of...
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Transport User Voice – June 2023

In this months Transport User Voice read more about how we're asking the rail industry to improve...
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12 and 13 May rail strikes: pre-strike intentions ​and information survey

We spoke to a representative sample people across Britain to find out how the upcoming rail strikes...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...
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Watchdog calls for action to improve Transport for Wales rail services

Transport Focus has challenged Transport for Wales to urgently deliver a more reliable rail service...
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Transport for Wales performance letter

Following months of disruption to Transport for Wales rail services Transport Focus has written to...
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A shorter window to plan rail travel?

The rail industry is proposing to change timetable planning rules, to provide timetables eight...
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Marston Vale services

Rail services on the Marston Vale line have been suspended since December 2022, with a rail...
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Transport User Voice: April 2023

All the latest on the railway including some good news, our Board meeting on transforming travel...
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Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Smarter Information, Smarter Journeys – improving passenger...

Transport Focus and the Rail Delivery Group have worked together to deliver a programme of research...
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Network Rail Wales and Western region: passenger research for 2024- 29...

Network Rail’s Wales and Western region wanted to ensure that its business plan was based on...
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Avanti West Coast contract extension – Transport Focus comment

Responding to the Department for Transport's decision to extend Avanti West Coast's contract for a...
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Transforming rail travel – what do passengers want?

Transport Focus speaks to thousands of passengers each year as part of large-scale ‘tracker’...
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TransPennine Express passenger experience survey

Transport Focus has been monitoring the experience of passengers travelling with TransPennine...
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Avanti West Coast passenger experience survey

Transport Focus has been monitoring the experience of passengers travelling with Avanti West...
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Improving the passenger experience when rail services are disrupted

Transport Focus has worked with Avanti West Coast to seek to understand passengers’ experiences...
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Transport User Voice: March 2023

End of an era - our chief exec is standing down, what do passengers think about the £2 bus fare...
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Rail user survey – edition 11

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Bus User Survey – edition 11

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and how...
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Transport User Voice: February 2023

Read about our new survey looking at bus passenger satisfaction, our chief exec talks about the...
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Bus passengers to have their say

Today Transport Focus launches its new survey ‘Your Bus Journey’ to find out how satisfied...
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Rail passenger satisfaction drops again

Rail passenger satisfaction has continued to fall following months of industrial action and poor...
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Turbostar trains interiors: what passengers want

Transport Focus worked with rolling stock leasing company Porterbrook to understand what passengers...
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Improving Turbostar trains: it’s what’s on the inside that counts

“The only things I’m bothered about are power points and comfy clean seats, because everyone is...
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Transport User Voice: January 2023

What passengers want from Avanti and TransPennine Express, our chief exec talks about the travel...
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Bus User Survey – edition 9

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and how...
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Rail user survey – edition 9

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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The future of transport

   
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Watchdog at Transport Select Committee – view again

On Wednesday 14 December our chief executive, Anthony Smith, gave evidence to the Transport Select...
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Winter disruption – what do transport users need?

This week we have seen plunging temperatures, icy conditions and several centimetres of snow across...
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Travel advice – rail disruption

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‘Back to basics’ – what passengers want from rail services

Better value fares, trains you can rely on and more of them please say passengers. Independent...
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Run the trains on time, more of them, and keep us better informed –...

“It was awful and if it was like that again, I would consider alternative travel options in...
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Avanti and TransPennine Express disruption – passenger experiences

Independent watchdog Transport Focus spoke to more than 1000 Avanti and TransPennine Express...
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Transport User Voice: December 2022

Read about our lorry drivers event in January, our chair Nigel Stevens talks reliability and watch...
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Reduced timetables – the passenger experience

Transport Focus has been monitoring the passenger experience on both Avanti West Coast and...
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Transport User Voice: November 2022

The top rated motorway service area has been revealed, our chief exec talks our future plans and...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...
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Avanti contract extension – watchdog responds

Today the Department for Transport announced a short-term extension to the rail operator Avanti for...
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Rail User Survey – train operator results

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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1 October rail strikes – will people still travel?

On Saturday 1 October national rail strikes will impact almost the whole network. During this...
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Transport User Voice: October 2022

All the latest on the Avanti disruption, our chief exec talks about a strange couple of weeks and...
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National rail strikes – the passenger experience August update

This report is the third in a series summarising Transport Focus’s activities and findings...
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Avanti timetable disruption – correspondence

Avanti West Coast has had a series of short-notice cancellations caused by staff shortages. It...
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Transport User Voice: September 2022

How do lorry drivers want things improved for them? Our director, David Sidebottom, talks about the...
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Avanti timetable disruption

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Rail strike feedback

The railway will be disrupted by strikes and the knock-on effects. Transport Focus is monitoring...
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National Rail strikes July 2022 – the passenger experience

On Wednesday 27 July and Saturday 30 July 2022 passengers travelling by train experienced...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...
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Extreme heat, July 2022: the passenger experience

On Monday 18 and Tuesday 19 July, Britain experienced its highest ever recorded temperature. A red...
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Rail User Survey – edition 4

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Bus User Survey – edition 4

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and how...
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27 July rail strike: pre-strike intentions and information survey

We asked a nationally representative sample of 2000 people about their plans to use rail during the...
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Transport User Voice: August 2022

What road was voted best for drivers? We take a look at summer days of disruption and how to get...
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Rail User Survey – edition 3

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Bus User Survey – edition 3

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and how...
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Transport User Voice: July 2022

Read about our work to help passengers during the rail strikes, while our chief executive gives his...
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Rail strikes – Saturday update

This is the first strike happening at a weekend, so there is more of an impact on leisure travel...
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Rail strikes – Friday update

Today there is no industrial action, but fewer trains are running than normal. We’re hearing...
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Rail strikes – Thursday update

This is the second day of strikes, the third of reduced services. We’ve been out to stations...
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Rail strikes – Wednesday update

There was no rail strike today, but things are still not quite ‘back to normal’. Yesterday was...
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Rail strikes – Tuesday update

On day one of the strikes, overall things seem pretty quiet. People have heard the message to avoid...
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Help us measure bus passenger satisfaction

Transport Focus plans to introduce a new measure of bus passenger journey satisfaction later in...
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Rail User Survey – edition 2

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Bus User Survey – edition 2

The Bus User Survey asks passengers in Great Britain about experiences of travelling by bus and...
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Transport User Voice: June 2022

Help shape the future of buses in Wales by joining our event on Thursday 9 June! Also our latest...
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Rail User Survey – edition 1

The Rail User Survey asks passengers in Great Britain about experiences of travelling by rail and...
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Bus User Survey – edition 1

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Transport User Voice: May 2022

Join our upcoming Board meeting in Scotland, read about our new partnership with Tyne Tunnel, the...
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Rail User Weekly Survey – train operator results

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Transport User Voice: April 2022

How can trains better meet passengers needs? Also we talked to women and girls about their...
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Bus User​ Weekly Survey – week 24

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Rail User​ Weekly Survey – week 24

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Passenger voices – comments on cleanliness and staff from the Rail...

This report explores passenger comments collected from the Rail Weekly User Survey to understand in...
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Bus User​ Weekly Survey – week 23

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Rail User​ Weekly Survey – week 23

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Rail User​ Weekly Survey – week 22

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Bus User​ Weekly Survey – week 22

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Have your say: Moorside station ticket office closure

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Rail User Weekly Survey – train operator all factors analysis

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Experiences of women and girls on transport

Transport for the West Midlands has been selected as a Transport Champion in the ‘Tackling...
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Rail User​ Weekly Survey – week 22

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Bus User​ Weekly Survey – week 22

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Transport User Voice: March 2022

Results from our rail passenger survey, including passenger satisfaction by individual train...
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Bus User​ Weekly Survey – week 21

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Rail User​ Weekly Survey – week 21

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Transforming rail travel – what do passengers want?

Transport Focus speaks to thousands of passengers each year as part of large-scale 'tracker'...
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Fflecsi – the experience of Demand Responsive Transport in Wales

Transport Focus Wales has been working with Transport for Wales to assess the experience of Demand...
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Rail User​ Weekly Survey – week 20

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Bus User​ Weekly Survey – week 20

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Rail User​ Weekly Survey – trend analysis report

This report looks at trend results from the Rail User​ Weekly Survey over the twenty weeks the...
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Rail User​ Weekly Survey – week 19

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Bus User​ Weekly Survey – week 19

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Rail User Weekly Survey – train operator results

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Rail User​ Weekly Survey – week 18

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Bus User​ Weekly Survey – week 18

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Rail User​ Weekly Survey – week 17

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Bus User​ Weekly Survey – week 17

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Transport User Voice: February 2022

The latest on our Sort My Sign campaign, what we've been doing to get timetables to meet...
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Unnecessary train announcements review – Transport Focus response

Responding the government review into train announcements that add unnecessary noise and disruption...
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Rail User​ Weekly Survey – week 16

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Bus User​ Weekly Survey – week 16

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Rail User​ Weekly Survey – week 15

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Bus User​ Weekly Survey – week 15

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Have your say: changes to ScotRail ticket office hours

ScotRail has proposed changes to the ticket office opening hours at 120 of its stations. Under...
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Have your say: changes to ScotRail ticket office hours

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ScotRail ticket office consultation – Transport Focus response

Commenting on the ScotRail ticket office consultation starting tomorrow, Transport Focus senior...
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Suspension of services over Christmas – correspondence with Southern...

On Wednesday 5 January Transport Focus sent a letter to Angie Doll, managing director at Southern...
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Bus User​ Weekly Survey – week 14

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Rail User​ Weekly Survey – week 14

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Rail User​ Weekly Survey – week 13

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Bus User​ Weekly Survey – week 13

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Transport User Voice: January 2022

Read a round-up of our 2021 wins across road, rail and bus. Our chief exec talks about some of the...
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HS2 – What passengers want from train interiors

Transport Focus worked with HS2 Ltd and Arup to understand what passengers wanted from the layout...
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Rail User​ Weekly Survey – week 12

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Bus User​ Weekly Survey – week 12

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Rail User​ Weekly Survey – week 11

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Bus User​ Weekly Survey – week 11

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Transport User Voice: December 2021

Read about how we got on at Highways UK, our chief exec talks about the Integrated Rail Plan and...
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Rail User​ Weekly Survey – week 10

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Bus User​ Weekly Survey – week 10

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Rail User​ Weekly Survey – week 9

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Bus User​ Weekly Survey – week 9

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Rail User​ Weekly Survey – week 8

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Bus User​ Weekly Survey – week 8

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Rail User​ Weekly Survey – week 7

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Bus User​ Weekly Survey – week 7

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Rail User​ Weekly Survey – week 6

The Rail User Weekly Survey asks passengers in Great Britain about experiences of travelling by...
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Bus User​ Weekly Survey – week 6

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Budget 2021: Public transport funding – Transport Focus response

Today the Chancellor of the Exchequer, Rishi Sunak, announced a £6.9 billion boost to England’s...
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Returning rail passengers have their say in new survey

Almost nine in 10 rail passengers were satisfied with their last journey in a new survey by...
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Bus passengers have their say in new survey

Almost nine in 10 bus passengers were satisfied with their last journey in a new survey by...
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Rail User​ Weekly Survey

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

The Bus User Weekly Survey asks passengers in Great Britain about experiences of travelling by bus...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...
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Transport Focus insight shortlisted for research award

The insight team at Transport Focus has been shortlisted for 'in-house team of the year' at the...
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LNER proposed ticket office changes – Transport Focus response

LNER has proposed changes to the ticket office opening hours at 13 of its stations. Under the...
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Trialling a ‘push to web’ survey approach for passenger feedback

As a result of the restrictions in place due to Covid-19 from March 2020, Transport Focus had to...
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Transport User Voice: October 2021

How do passengers feel about travelling now restrictions have eased? Our chief exec talks...
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Beyond social distancing: building confidence in public transport

This research provides an in-depth understanding of how passengers feel about using public...
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Back on board? Passengers have their say on return to public transport

How do people feel about Covid-19 restrictions easing on public transport? In our latest...
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Have your say: changes to LNER ticket office hours

LNER has proposed changes to the ticket office opening hours at 13 of its stations. Under...
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Bus Service Improvement Plan (BSIP) briefing sessions

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Transport User Voice: September 2021

How do passengers feel about sustainable transport? Our director talks what we're doing on bus and...
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National Bus Strategy

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Setting targets for Bus Service Improvement Plans briefing

Transport Focus held a briefing and discussion session on Tuesday 10 August to support Local...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a guest satisfaction survey for Serco Caledonian Sleeper which has been used...
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East coast mainline timetable consultation

The east coast mainline is one of the UK's vital rail routes. Carrying more than 20 million...
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Return to rail: what do passengers want?

In this report we have looked at experiences of rail travel during Covid-19 and expectations and...
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Transport User Voice: August 2021

Read about our Sort My Sign campaign, how we've helped improve roads for disabled road users and...
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Unlocking a better normal for accessible transport

What has Covid-19 shown us about disabled people’s needs when travelling? We know disabled...
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Accessible transport: unlocking a better normal

As part of our accessibility webinar earlier this year we asked disabled and non-disabled members...
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Transport User Voice: July 2021

How to get passengers back on buses, our chief exec on rising passenger numbers and how different...
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Train passengers anxious about increasingly busy trains

Nearly half of train passengers told the watchdog it was busier than expected on board. And nearly...
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The route ahead: getting passengers back on buses

Transport Focus carried out an online survey in March and April 2021 into the views and experiences...
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The route ahead: top priorities for bus passengers

Clean, reliable services with clear information on safety measures are needed to encourage more...
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Transport User Voice: June 2021

What does the Williams-Shapps Plan for Rail mean for passengers? Our new report on how operators...
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Williams-Shapps Plan for Rail: passenger response

Commenting on the Williams-Shapps Plan for Rail, Transport Focus chief executive Anthony Smith...
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Increase in rail services – Transport Focus comment

Commenting on the increase in rail services from Sunday 16 May, Transport Focus chief executive...
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Hitachi trains to return to service – Transport Focus comment

Following the news that Hitachi, train operators and Government have agreed a plan to reintroduce...
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Better information needed amid ongoing rail disruption

Transport Focus is calling on rail operators to focus on three key areas amid ongoing disruption...
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Rail service cancellations – Transport Focus comment

Commenting on rail service cancellations while safety checks are conducted on high-speed trains,...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a Guest Satisfaction Survey for Serco Caledonian Sleeper which has been used...
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Transport User Voice: May 2021

A look at best practice on information letting passengers know how busy services are. Also...
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Watch again – Accessible transport: unlocking a better normal

Our latest online event Accessible transport: unlocking a better normal looked at disabled...
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Accessible transport: unlocking a better normal

Transport Focus wanted to explore the views of disabled transport users so that we can help...
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Accessible transport: unlocking a better normal – upcoming event

What are the challenges disabled people have faced over the last year, and what have transport...
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Bank holiday rail engineering works – Transport Focus comment

Commenting on the early May bank holiday rail engineering works, Transport Focus director David...
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Transport Focus comment as rail industry prepares for more passengers

As the rail industry prepares for the next step out of lockdown in England on 12 April, Transport...
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The route ahead: getting passengers back on buses

Throughout the Covid-19 crisis Transport Focus has been publishing insight to ensure transport...
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Transport User Voice: April 2021

Find out about our report on getting passengers back on buses after the pandemic, all you need to...
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Transport Strategy for Wales – Transport Focus response

Today The Welsh Government published ‘Llwybr Newydd – New Path', a new transport strategy for...
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Transport Focus comment on National Bus Strategy

Today the Government launched its bus strategy, including details of £3bn investment...
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Easter rail engineering works – Transport Focus comment

Commenting on the Easter rail upgrade works announced by Network Rail today, Transport Focus chief...
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Open windows better than air conditioning on public transport, say...

Passengers see open windows as the most effective method of ventilation for reducing Covid-19...
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Trailblazing role of passengers in designing the Liverpool City Region’s...

“What features would you like to see on your new trains?” Transport Focus asked local people...
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Transport User Voice: March 2021

What did we learn last year that can help passengers in 2021? Also read about our event on electric...
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Time to clamp down more on face covering rules?

“I think public transport operators should enforce social distancing policies more and ensure...
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Transport User Voice: February 2021

What does the third lockdown mean for public transport? And let our chief exec know what you think...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a Guest Satisfaction Survey for Serco Caledonian Sleeper which has been used...
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Disabled passengers’ experiences during Covid-19

This report summarises the experiences of disabled passengers during the pandemic. It is based on...
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Investment into reopening rail lines – Transport Focus comment

Today the Department for Transport announced a £794 million investment package into reopening East...
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Are we there yet? Helping transport users to make sustainable travel...

“I think that far too many people are using cars for journeys which could easily be done by...
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Transport User Voice: January 2021

How are people getting home this Christmas? Check out our latest reports on roads and take a look...
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Rail passenger numbers July-September – Transport Focus comment

Commenting on the Q2 (July to September) 2020-21 rail passenger usage data released by the Office...
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Weekly travel surveys

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Christmas travel window – letter to rail operators

Transport Focus has written to rail operators on behalf of those who intend to travel during the...
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WATCH NOW: the transport user Covid debate

Here's your chance to watch the transport user Covid debate, exploring what transport users need to...
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Great Western Railway timetable change

​​In December 2019 Great Western Railway (GWR) introduced the biggest timetable change on the...
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Northern Customer Experience Survey

The Northern Customer Experience Survey was conducted throughout the year across most four week...
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Transport User Community – bus congestion and cashless services

This report summarises the findings from Transport Focus’s new Transport User Community, covering...
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Journey satisfaction during Covid-19 – week 19

This report summarises the aggregated journey satisfaction from weeks 17-19 of Transport Focus’s...
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Bus passengers’ priorities for improvement

Buses running more often is the thing bus passengers most want to see improved. The independent...
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Engineering works at King’s Cross – passenger reactions to...

Network Rail is delivering a £1.2 billion investment programme to upgrade the East Coast Main...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a Guest Satisfaction Survey for Serco Caledonian Sleeper which has been used...
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Tram Passenger Survey winter 2019/20

As part of the Tram Passenger Survey programme we worked with Transport for Greater Manchester...
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Age and the train: How younger and older people use the train

What do older and younger people have in common when it comes to thinking about train travel? As it...
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How do people feel about returning to travel?

There’s no doubt the way people travel has been changed massively as a result of Covid-19 and the...
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Refurbishing train carriages to suit passenger needs

Transport Focus, London TravelWatch and Porterbrook commissioned the below research report to...
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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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Measuring passenger satisfaction and mystery shopping on Greater Anglia

Transport Focus and its agency measured customer experience on Greater Anglia between April and...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a Guest Satisfaction Survey for Serco Caledonian Sleeper which has been used...
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Action plan for NRPS

The Office for Statistics Regulation published its report following an assessment of the National...
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Unreliable trains sap passenger satisfaction

Dire performance continues for many as passengers in some areas still can’t rely on their train...
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Signs of improvement for rail passengers in Scotland

Rail passengers in Scotland have recorded one of the biggest improvements in rail satisfaction...
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Rail passengers in Wales say ‘much of the same’

The independent watchdog has warned that Welsh rail passengers are among the least satisfied in...
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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 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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National Rail Passenger Survey – NRPS – autumn 2019 – main report

Transport Focus surveys more than 50,000 passengers a year to produce the National Rail Passenger...
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Transport Focus objects to ticket office closure at Newport, Essex

In 2019 train company Greater Anglia consulted on its proposal to close the ticket office at...
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Transport Focus response to the Scottish Government’s National...

The draft National Transport Strategy advocates a vision for Scotland’s transport system that...
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Caledonian Sleeper guest satisfaction survey

Transport Focus set up a Guest Satisfaction Survey for Serco Caledonian Sleeper. These results were...
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Communication invaluable to passengers during works on the Brighton main...

Passengers travelling during engineering want appropriate communication and compensation, says...
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Key research publications

The table below lists the most important pieces of research we have carried out and published in...
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National Rail Passenger Survey

Transport Focus consults more than 50,000 passengers a year to produce the National Rail Passenger...
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Getting more and happier passengers on your service – May 2019

Presentation given by Transport Focus chief executive Anthony Smith to the Association of Local Bus...
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Williams Review – what do passengers think about the structure of...

In this second submission to the Williams Rail Review Transport Focus provides the results of focus...
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Accountable leadership for the railway is key for passengers

New research published today by Transport Focus to inform the Williams Rail Review confirms that...
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Welcome arrival of Delay Repay 15 for Great Western Railway (GWR) and...

Commenting on the announcement of Delay Repay 15 compensation on Great Western Railway and Greater...
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Smarter travel

Passengers increasingly expect services to be delivered to them in smarter ways using technology...
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Bus Passenger Survey

Transport Focus consults almost 50,000 passengers a year to produce the Bus Passenger...
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Bus Services Act 2017 – Transport Focus reply to Consultation on...

The Department for Transport has consulted on ways to improve information for bus passengers...
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Learning the lessons from Lewisham winter incident

Commenting on the findings of an investigation into the 2 March Lewisham incident published today...
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Overcrowding on trains remains a persistent challenge

Commenting on the Department for Transport’s ‘Top 10’ overcrowded train services, Guy...
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Good news for passengers in north west as rail services restored

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

Following the announcement that Dispute Resolution Ombudsman has been appointed to run the new Rail...
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Annual report out now

What have we done to help transport users? Transport Focus is a consumer organisation – a...
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Annual report and accounts 2017-18

Transport Focus's Annual Report and Accounts was laid before Parliament on 12 July 2018.
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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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Special compensation for Northern passengers

Responding to the announcement of special compensation for Northern rail passengers, Anthony Smith,...
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Real-time information for bus passengers

Bus passengers could be set to receive receive better real-time information following the launch...
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Transport User Voice newsletter – out now

The July 2018 issue of Transport User Voice is out now. Click here to read more on: ...
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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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Ten actions to benefit Scottish bus passengers

The Transport (Scotland) Bill proposes to provide local authorities and Regional Transport...
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National Rail Passenger Survey (NRPS) at a glance – Great Britain wide...

Here you can download our at-a-glance guide to the National Rail Passenger Survey for Great...
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National Rail Passenger Survey (NRPS) at a glance guides by train company...

Here you can download our at-a-glance guides to the National Rail Passenger Survey results by train...
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National Rail Passenger Survey – NRPS – Spring 2018 – Main Report

We survey more than 50,000 passengers a year to produce the National Rail Passenger Survey (NRPS)...
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Storms and weak performance buffet rail passenger satisfaction

A perfect storm – passengers have been buffeted by extreme weather and timetable...
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High Speed Two (HS2) Passenger Panel Insights

Our customer community was a diverse group of 40 prospective users of the HS2 network. The...
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Tomorrow’s rail passengers

Why not hop on a train? This is what the independent watchdog asked some infrequent and...
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Tomorrow’s rail passengers: understanding how to make rail travel more...

Over the past 20 years rail passenger journeys in Great Britain have more than doubled. In 2016-17...
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Tram Passenger Survey

The fifth annual Tram Passenger Survey asked 6000 passengers for their views about the last journey...
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Bus Passenger Survey

Transport Focus carries out a yearly Bus Passenger Survey (BPS) to compare and benchmark what...
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Rail ombudsman scheme – Transport Focus statement

Today the regulator has set out its plans to make it mandatory for rail operators to join the new...
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East Coast rail franchise – Transport Focus response to latest update

This afternoon Secretary of State for Transport Chris Grayling said that the current East Coast...
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“Make it easier and better value” – young people’s plea to bus...

Young people are the biggest users of the bus – but don’t feel services are designed for...
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Using the bus: what young people think

Young people are the biggest users of the bus – but don’t feel services are designed for...
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Northern plans for transport – Transport Focus response

A 30-year vision for the future of transport in the North has been unveiled today. Transport for...
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Community rail consultation – Transport Focus response

Transport Focus supports Community Rail Partnerships (CRP) and agrees they bring benefits as set...
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Watchdog calls in South Western Railway and Network Rail for poor...

Rail bosses vowed improvements after the watchdog called them to task over declining...
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Rail compensation figures – Transport Focus response

Today the Department for Transport published its figures for the amount of compensation claimed by...
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Value for money still key priority for rail passengers

Value for money remains the top thing rail passengers want to see improved. The independent...
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Rail passengers’ priorities for improvement

Value for money remains the top thing rail passengers want to see improved. The independent...
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What’s next? Update to our Insight Plan

Want to know what we're currently working on or about to publish? Our Insight Plan sets out what...
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Thameslink timetable – Transport Focus response

Responding to the National Audit Office Thameslink programme report Linda McCord, passenger manager...
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Call for more reliable travel assistance – our response

Today the rail regulator published research on rail passengers' experience of booked assistance,...
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World Rail Festival 2017, Netherlands

Guy Dangerfield, head of strategy at Transport Focus, is hosting a round table at the World Rail...
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London Waterloo station and South West upgrade passenger research

South West Trains and Network Rail have upgraded London Waterloo station to accommodate longer...
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Rail passengers’ experiences and priorities during engineering works

Independent watchdog Transport Focus has updated its 2012 research Passenger priorities during...
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Developing a transport strategy for the Midlands: devolution,...

Transport Focus director, David Sidebottom, is speaking at the Westminster Energy, Environment and...
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New funding for the railway – our response

Today the Secretary of State for Transport, Chris Grayling, set out the next round of rail...
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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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Caledonian Sleeper: understanding passengers’ expectations and...

Transport Focus has undertaken research on behalf of Caledonian Sleeper to understand the...
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East Midlands rail franchise: passengers’ experiences and aspirations

The current East Midlands franchise, operated by Stagecoach, ends in March 2019. As part of the...
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The next East Midlands rail franchise: building on solid foundations

The next East Midlands rail franchise must seize the opportunity to deliver an outstanding...
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East Midlands rail franchise: passengers’ experiences and aspirations

Publication of research on passengers' experiences and aspirations for the next East Midlands...
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Transport Focus welcomes the Government’s plan to improve...

Commenting on the Department for Transport’s Accessibility Action Plan Consultation, Anthony...
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Waterloo station upgrade – monitoring the impact on passengers

More than half of London Waterloo station will be closed down over the summer, bringing delays and...
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Northern industrial action – Transport User Panel survey

The survey was undertaken in order to get a sense of how passengers feel about the industrial...
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Office of Rail and Road ‘Measuring Up’ report –...

Commenting on today’s ‘Measuring up’ report from Office of Rail and Road, Anthony Smith,...
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National Rail Passenger Survey – NRPS – Spring 2017 – Main Report

We survey more than 60,000 passengers a year to produce the National Rail Passenger Survey (NRPS)...
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National Rail Passenger Survey (NRPS) – analysis of peak and off-peak...

This report contains an analysis of the National Rail Passenger Survey Spring 2017 data looking at...
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National Rail Passenger Survey (NRPS) at a glance guides by train company...

Here you can download at-a-glance guides to the National Rail Passenger Satisfaction survey results...
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National Rail Passenger Survey (NRPS) at a glance – Great Britain wide...

Here you can download at-a-glance guide to the National Rail Passenger Satisfaction survey for...
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National Rail Passenger Survey – NRPS – Spring 2017 – Full Report

The Full Report was formerly called the Summary Report.
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Rail passengers see fragile green shoots of recovery

Rail passengers in London and the South East are more satisfied with their railway journeys after a...
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Official statistic: National Rail Passenger Survey Spring 2017 results

The latest rail passenger satisfaction figures from the independent watchdog, Transport Focus, are...
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Transport Focus responds to the Government’s rail investment announcement

Commenting on the publication of the High level output specification by the Department of...
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Southern Aslef drivers strike – Transport Focus response

Responding to the announcement of further strikes by the Aslef union Transport Focus chief...
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Caledonian Sleeper passenger satisfaction

This is the second customer satisfaction survey carried out by Transport Focus for Caledonian...
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Despondent rail passengers call for better services in Wales

Passengers travelling on Wales and Borders services are calling for an overhaul of tired and...
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The future of the Wales and Borders rail service: what passengers want

As part of the consultation process for the next Wales and Borders rail service Transport Focus...
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Restoring normal service: passengers and the Gibb report – Transport...

Passengers using Southern, Thameslink and Gatwick Express services in the last two years have...
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West Coast Partnership franchise bidders – Transport Focus response

Commenting on the confirmed bidders for the West Coast Partnership franchise, Anthony Smith, Chief...
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The latest rail complaints statistics from the Office of Rail and Road...

Commenting on the latest rail complaint statistics from the Office or Rail and Road, David...
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Trams become the benchmark for happy passengers, according to the latest...

The latest Tram Passenger Survey (TPS) shows that passengers rate their trams highly with an...
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Tram Passenger Survey

The fourth annual Tram Passenger Survey asked passengers for their views about the last journey...
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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 – 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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Boosting the future ambition of South Eastern train services

Passengers on Britain’s fourth largest franchise are calling for a service they can depend on in...
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South Eastern rail franchise: what passengers want

The South Eastern franchise, currently operated by Govia as Southeastern, ends in December 2018....
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Aslef union members reject Southern deal – Transport Focus response

Anthony Smith, chief executive at the independent watchdog, commenting on Aslef members rejecting a...
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First MTR wins South Western franchise – Transport Focus response

Following the announcement of First MTR as the winner of South Western franchise Transport chief...
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Strikes on Northern, Merseyrail and Southern railways – Transport Focus...

Responding to the announcement of further strikes by the RMT union on Northern, Merseyrail and...
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Merseyrail Wirral loop line survey

Building on our experience researching passengers’ awareness and experience of major...
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Transport User Voice – new issue out today

The February 2017 issue of Transport User Voice is out now. Click here to read more on: ...
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National Rail Passenger Survey – NRPS – Autumn 2016 – Main Report

We survey more than 60,000 passengers a year to produce the National Rail Passenger Survey...
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National Rail Passenger Survey (NRPS) – analysis of peak and...

This contains analysis of the National Rail Passenger Survey Autumn 2016 data looking at peak and...
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National Rail Passenger Survey (NRPS) at a glance – Great Britain wide...

Here you can download at-a-glance guides to the National Rail Passenger Satisfaction survey for...
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Commuters continue to bear the brunt of poor performance

Commuters are getting a raw deal as new research lays bare passenger satisfaction with peak time...
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Official statistic: National Rail Passenger Survey results

The latest rail passenger satisfaction figures from the independent watchdog, Transport Focus, are...
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Wheelchair spaces on buses – Supreme Court decision

Following the Supreme Court decision on wheelchair spaces on buses Transport Focus chief...
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Which? annual rail survey – Transport Focus response

Today Which? published its latest passenger satisfaction poll. Anthony Smith, chief executive of...
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Southern strikes

Commenting on the latest strike action on Southern Rail Transport Focus chief executive, Anthony...
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Southern strikes – Transport Focus response

Commenting on the strike action on Southern Rail beginning tomorrow, Tuesday 6 December, Transport...
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Rail delays and compensation – what passengers want

The number of passengers claiming the compensation they are owed has almost trebled – but is...
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The wisdom of crowds: satisfaction survey reaches millionth passenger

The millionth passenger has had their say on rail services in Britain. The independent watchdog...
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Ferry passenger survey

Transport Focus is building an even bigger picture of transport user satisfaction by speaking to...
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Transport User Voice – new issue out today

The November 2016 issue of Transport User Voice is out now. Click here to read more on: ...
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ScotRail performance improvement plan – Transport Focus response

Yesterday the ScotRail alliance published a plan to improve recent poor performance. Robert...
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Have your say on transport issues

As the independent watchdog, we want to know what you really think. We carry out regular...
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Is it worth it? Passengers say yes to improved stations

Are station improvements worth the money? Yes, even if it means short term pain for...
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Rail Delivery Group Stations Summit

Martin Clarke, Policy and issues executive at Transport Focus will be speaking at Rail Delivery...
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Changes to your rights – Transport Focus response

Transport users will get new rights from tomorrow. The new Consumer Rights Act and National Rail...
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Know your rights – changes for transport users

On Saturday 1 October, the new Consumer Rights Act and National Rail Conditions of Travel will come...
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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 – 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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New Southern ‘hit squad’ – Transport Focus response

Today the Department for Transport announced a new 'hit squad' to tackle ongoing performance issues...
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High Speed Two (HS2) – a passenger view

About this presentation Please click on the 'Start Prezi' button above to view our High Speed...
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New satisfaction survey for Sleeper passengers

Eight in 10 Caledonian Sleeper passengers are happy with their service. Today the independent...
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2nd Annual UK Rail Station Regeneration and Development 2016

Louise Collins, our issues executive for franchising, will speak on improving the customer...
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Latest rail passenger numbers and crowding figures – Transport Focus...

Responding to today’s publication of rail passenger numbers and crowding figures, David...
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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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How reliable is my train?

How reliable is my train? The rail industry has launched an app to answer that...
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New timetable: how Transport Focus will monitor effect on Southern...

Southern passengers will have a new timetable from Monday, leading to concerns about lack of...
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Southern passengers continue to suffer – independent watchdog calls...

As Southern passengers continue to suffer, we are calling for talks to resume. Anthony Smith,...
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NRPS Spring 2016 – at a glance guides

Here you can download at-a-glance guides to the National Rail Passenger Satisfaction survey results...
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National Rail Passenger Survey – Spring 2016 – Train Operating...

Tables and graphs showing results for train operating company (TOC), trend charts for all factors,...
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Rail passengers feeling the strain

Latest rail passenger satisfaction figures from independent watchdog Transport Focus are out...
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National Rail Passenger Survey – NRPS – Spring 2016 – Main Report

Spring 2016 results of the National Rail Passenger Survey. Click here for an infographic of the top...
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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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Tram Passenger Survey

Now in its third year, the annual Tram Passenger Survey asks passengers for their views about their...
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Rail industry efforts to make passengers feel safer working

Stopping rowdy passengers from boarding some trains and increasing the presence of staff have made...
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Tram Passenger Survey briefing event

Join Transport Focus at a briefing event in Manchester to discuss the third Tram Passenger Survey...
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First Bus management conference

Transport Focus passenger director David Sidebottom will speak at the First Bus commercial forum at...
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Transport Focus Workplan 2016-17

The time has come to boost the influence of transport users over the major decisions that affect...
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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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How was it for you? Measuring transport users’ emotions

How did your journey make you feel? It’s not a question we have been able to ask passengers –...
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Measuring passenger experience – emotional tracking ‘in the...

As the independent watchdog, Transport Focus has represented passenger views using satisfaction...
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Engineering the railway passenger journey

Anthony Smith, chief executive, will be a key speaker at 'Engineering the railway passenger...
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Westminster Energy, Environment and Transport Forum: The future for...

David Sidebottom, passenger director, will be speaking at the Westminster Energy, Environment and...
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Improving passenger compensation – Transport Focus responds

Responding to the recommendations called for by the Office of Rail and Road (ORR) to help rail...
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The Intermodal World is our Oyster

Louise Coward, senior insight advisor, will be a guest speaker at 'The Intermodal World in our...
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Bus passengers have their say – results out today

Passengers on their local bus may be generally content with their service but value for money...
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Bus Passenger Survey – full report – Autumn 2015

Transport Focus carries out a yearly Bus Passenger Survey (BPS) to compare and benchmark what...
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Local Authority Bus Services – An Endangered Species?

David Beer, passenger executive, will be speaking from a passenger perspective about satisfaction,...
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Do passengers trust the bus?

How do you turn a bus passenger into a valued customer and get more people on board? With changes...
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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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Bus passengers have their say – priorities for improvement simulator

We have produced a simulator that allows you to choose different priorities for groups of...
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Bus passengers have their say: Trust, what to improve and using buses more

Do passengers trust the bus? How do you turn a bus passenger into a valued customer and get more...
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Bus passengers have their say – quantitative report

The quantitative study (conducted by Populus) asked 4500 passengers to rate their levels of trust...
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Bus passengers have their say – qualitative report

This research looks at passengers’ trust in bus companies, their priorities for improvement, and...
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NRPS pilot questionnaires

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NRPS Stakeholder Consultation Forum presentation

We held our NRPS Stakeholder Consultation Forum on 18 February 2016, where we presented an...
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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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Passenger attitudes towards rail staff

Like many other industries the railway is constantly being challenged to look at how it can be more...
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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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PR18 Reviews of Schedules 4 and 8 of track access contracts –...

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What next for Passengers’ Charters? Agency report

This research looks at whether Passengers’ Charters are effective at communicating passenger...
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What next for Passengers’ Charters?

This research looks at whether Passengers’ Charters are effective at communicating passenger...
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National Rail Passenger Survey (NRPS) – Autumn 2015 –...

These charts show passenger satisfaction with punctuality. They compare passenger satisfaction...
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National Rail Passenger Survey – NRPS – Autumn 2015 –...

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National Rail Passenger Survey – Autumn 2015 – Train Operating...

Tables and graphs showing results for train operating company (TOC), trend charts for all factors,...
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National Rail Passenger Survey – NRPS – Autumn 2015 –...

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National Rail Passenger Survey – NRPS – Autumn 2015 –...

The Full Report was formerly called the Summary Report.
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National Rail Passenger Survey – NRPS – Autumn 2015 –...

NRPS reports for all Passenger Transport Executives (PTEs). Please note, the download is a ZIP file...
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National Rail Passenger Survey – NRPS – Autumn 2015 –...

The Stakeholder Report was formerly called the Consultees' Report.
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National Rail Passenger Survey – NRPS – Autumn 2015 –...

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Watchdog warns rail passenger satisfaction still ‘patchy’

The problems faced by some of Britain’s rail commuters are holding back a bigger recovery in...
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National Rail Passenger Survey (NRPS) at a glance – Great Britain...

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National Rail Passenger Survey (NRPS) at a glance guides by train company...

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National Rail Passenger Survey – NRPS – Autumn 2015 –...

The National Rail Passenger Survey (NRPS) provides a network-wide picture of customers’...
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TravelWatch South West bus workshop

Passenger manager, Nina Howe, and passenger executive, David Beer, will be speaking at the...
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Developing a new road user survey

One of Transport Focus’s key responsibilities on behalf of road users is to develop a new road...
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ORR review – Transport Focus’s evidence

The Department for Transport (DfT) held a review of the current regulatory regime for the railways....
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Shaw Review – Transport Focus response

The Shaw Review is looking at the future shape and financing of Network Rail. As part of this...
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Consultation feedback on changes to the National Rail Passenger Survey

Transport Focus has consulted on proposed changes to the National Rail Passenger Survey. These...
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UK Bus Summit 2016

Anthony Smith, chief exective, will be speaking at the UK Bus Summit 2016 on 'maximizing the...
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Inverness station passenger experience – slide presentation

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Inverness station passenger experience – full report

Transport Focus and HITRANS wanted to understand the experience of passengers using Inverness...
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Rail Reparation Fund – Transport Focus response

The Office of Rail and Road (ORR) has announced a new £4.1m ‘Rail Reparation Fund’ to directly...
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Electrification and other improvements: Transport Focus response to the...

Today Network Rail published the report by Sir Peter Hendy into its planned improvement...
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Seamless Journeys: Integrated Transport and Interchange conference 2015

Anthony Smith, chief executive, will be talking about 'managing passenger experience at rail...
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The UK’s Future Rail Network – Infrastructure, franchising and...

Anthony Smith, chief executive, will be speaking at The UK's Future Rail Network event. The...
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Transport Focus response to PAC report on electrification

Today the Public Accounts Comittee published its report into Network Rail's electrification...
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Bus Passenger Survey (BPS) – Centro area results in spring 2015

This is a report about the journey experiences of bus passengers in the Centro (West Midlands PTE)...
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Bus and community transport services in Wales – input from a passenger...

This is Transport Focus's contribution to the Enterprise and Business Committee’s inquiry into...
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East Midlands Trains franchise gets underway – Transport Focus...

As the new East Midlands Trains (EMT) franchise gets underway Transport Focus's passenger...
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Real Time Passenger Information Conference

David Sidebottom, passenger team director, will be speaking at the Real Time Information...
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Responding to rail disruption at London Bridge and the South East

Transport Focus, the independent watchdog, is working closely with Network Rail and operators to...
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TransPennine and Midland Mainline electrification works to resume:...

Anthony Smith, chief executive of the independent watchdog, Transport Focus, said: "Passengers...
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Bus Reform Workshop – Bristol

Passenger team executives, Heather Minshull and Matthew Andrews, will be presenting at the Bus...
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Bus Reform Workshop – Leeds

Passenger team executives, Heather Minshull and Matthew Andrews, will be presenting at the Bus...
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Bus Reform Workshop – London

Passenger team executives, Heather Minshull and Matthew Andrews, will be presenting at the Bus...
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Bus Reform Workshop – Birmingham

Passenger team executives, Heather Minshull and Matthew Andrews, will be presenting at the Bus...
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Bus Reform Workshop – Manchester

David Beer, passenger executive, will be presenting at the Bus Reform Workshop in Manchester. The...
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ATOC graduate presentation

Ian Wright, Head of Insight, will be giving a presentation dedicated to customer focus at...
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Rail Network Resilience Conference

Linda McCord, Passenger Manager, will be presenting at UK Rail Network Resilience Conference in...
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Social media monitoring – pilot research report

Transport Focus is interested in using social media as a new way of understanding passengers’...
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Transport Focus response – crowding on trains

The independent watchdog Transport Focus responds to crowding figures from the Department for...
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Bus Priority Works campaign – Transport Focus response

Responding to the launch of Greener Journeys’ Bus Priority Works campaign, David Sidebottom,...
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NRPS consultation – summary of disability issues

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MetroBus Quality Partnership Scheme – Transport Focus response

This report provides an overview of Transport Focus' response to the West of England...
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August 2015 Rail Professional: Interview: David Sidebottom

Rail Professional interviews David Sidebottom on why Toc's need to communicate effectively to...
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NRPS technical guide – Spring 2015

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NRPS user guidance report – Spring 2015

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Network Rail 2014-15 licence breach – Transport Focus statement

Commenting on the Office of Rail and Roads' investigation into Network Rail's performance delivery,...
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Transport Focus statement on new train services between Lancashire and...

Commenting on today’s announcement by the Office of Rail Regulation that it had approved new...
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London Midland rail franchise passenger research

This report outlines passengers’ current experiences of the London Midland franchise. This...
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Lost property: a briefing

Passengers’ property needn’t be lost and gone forever - the independent watchdog, Transport...
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Bus driver training – what works best?

Providing good customer service to passengers is the job of everyone at the bus company, not just...
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National Rail Passenger Survey – NRPS – Spring 2015 –...

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Improvement works paused and other rail updates: Transport Focus response

Today the Secretary of State for Transport announced a number of changes to Network Rail and...
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Passenger satisfaction drops again

Poor performance, especially in the south east, has led to another drop in rail passenger...
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NRPS – Spring 2015 – Multivariate Analysis Report

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National Rail Passenger Survey (NRPS) – Spring 2015 –...

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National Rail Passenger Survey – NRPS – Spring 2015 –...

The National Rail Passenger Survey (NRPS) provides a network-wide picture of customers’...
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National Rail Passenger Survey – NRPS – Spring 2015 –...

The questionnaire used for the Spring 2015 Transport Focus survey of rail passengers that was...
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National Rail Passenger Survey – NRPS – Spring 2015 –...

NRPS reports for all Passenger Transport Executives (PTEs). Please note, the download is a ZIP file...
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National Rail Passenger Survey (NRPS) at a glance guides by train company...

Please note, the download is a ZIP file archive of all the at a glance guides for the following...
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National Rail Passenger Survey – NRPS – Spring 2015 –...

The Full Report was formerly called the Summary Report.
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National Rail Passenger Survey – NRPS – Spring 2015 –...

This report covers the NRPS Autumn 2010 through to Spring 2015. Best in class for previous waves...
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National Rail Passenger Survey – Spring 2015 – Train Operating...

Tables and graphs showing results for train operating company(TOC), trend charts for all factors,...
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National Rail Passenger Survey (NRPS) at a glance – Great Britain...

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National Rail Passenger Survey – NRPS – Spring 2015 –...

The Stakeholder Report was formerly called the Consultees' Report.
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National Rail Passenger Survey – NRPS – Spring 2015 –...

Summary results showing satisfaction for all building blocks for all main NRPS factors.
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HS2 – a passenger view

If you were going to create a train service from scratch, what would passengers want the railway to...
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High Speed Two: putting the passenger at the heart of design

If you were going to create a train service from scratch, what would passengers want the railway to...
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ORR’s publication of Network Rail’s 2014-15 performance...

Responding to the publication of the Office of Rail and Roads’ Network Rail performance review...
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Vision UK conference

Louise Coward, senior insight advisor, will be speaking at the annual UK conference for the eye...
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New Civil Engineer UK Rail Conference

David Sidebottom, passenger director, will be speaking at this year’s New Civil Engineer UK Rail...
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UK Rail Industry Forum

Sharon Hedges, issues manager, will be taking part in a panel discussion looking at how to...
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Bus Passenger Survey methodological overview – Autumn 2014...

Transport Focus established the Bus Passenger Survey (BPS) to generate a robust and comprehensive...
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Glasgow Queen Street Station Redevelopment research slide presentation

The aim of this research is to gain an understanding of passenger experiences at Glasgow Queen...
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Network Rail – Route Leaders Conference

Guy Dangerfield, road user director, will be guest speaking at the Route Leaders Conference for...
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Network Rail – Route Leaders Conference

Sara Nelson, head of communications, will be guest speaking at the Route Leaders Conference...
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Network Rail – Route Leaders Conference

Anthony Smith, chief executive, will be guest speaking at the Route Leaders Conference for London...
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Network Rail – Route Leaders Conference

Guy Dangerfield, road user director, will be guest speaking at the Route Leaders Conference for...
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Tram Passenger Survey – Autumn 2014 – key findings

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Thought Leadership programme – Customer service on the front line

Jocelyn Pearson, issues manager, will be presenting the findings of Transport Focus research about...
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Around nine in 10 bus passengers happy

Bus passengers continue to report high levels of satisfaction, the watchdog has found. In a...
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Train company transparency welcomed by passengers

Passengers have reacted positively to train companies clearly setting out their plans and...
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Autumn 2014 Tram Passenger Survey (TPS) – individual network reports

Passenger Focus carried out a Tram Passenger Survey (TPS) on six tram networks in autumn...
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Wales National Transport Plan – Passenger Focus submission

In line with our remit focusing on rail passenger representation in Wales, this submission focuses...
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Passenger Focus submission – Commission on Devolution in Wales

Passenger Focus is the statutory watchdog for rail passengers in Great Britain; and for bus, tram...
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What passengers want from Customer Reports

The Government now requires new franchisees to produce a ‘Customer Report’ at the beginning of...
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c2c Customer Report and research presentation

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Govia Thameslink Railway Customer Report and research presentation

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Abellio Greater Anglia Customer Report and research presentation

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Tram Passenger Survey – Autumn 2014 – full report

This Tram Passenger Survey (TPS) is the second one carried out by Passenger Focus. It enables...
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Passengers continue to be satisfied with tram services

90 per cent of tram passengers are satisfied with their journey according to this year’s Tram...
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Research among East Midlands Trains passengers

The current East Midlands franchise – operated by Stagecoach-subsidiary East Midlands Trains...
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PLUSBUS user research report

Passenger Focus carried out this research to better understand existing and potential PLUSBUS...
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Smart ticketing in Norfolk: what do passengers think? – summary...

Passenger Focus carried out this research to better understand the Norfolk smart ticketing pilot on...
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Bus Passenger Survey – full report – Autumn 2014

Passenger Focus carries out a yearly Bus Passenger Survey (BPS) to compare and benchmark what...
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Watchdog calls for safety assurance at London Bridge

Passenger Focus has asked train companies Thameslink and Southern, together...
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Passenger watchdog urges new East Coast operator not to slash benefits

As the new East Coast service swings into action, the independent watchdog urges the new operator...
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National Rail Passenger Survey – NRPS – Autumn 2014 –...

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Delays to blame for poor rail satisfaction – response to Which?...

Today Which? has published its work on rail passenger satisfaction. David Sidebottom,...
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Festive travel disruption – response to regulator’s report

Today the rail regulator has issued its detailed report into the travel chaos at...
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Don’t treat us like criminals when we make a mistake – rail...

Today the independent watchdog Passenger Focus renews its call to the rail industry to play fair...
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Ticket to Ride – an update

Passenger Focus has always taken the view that everyone should buy a ticket when travelling on the...
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National Rail Passenger Survey – NRPS – Autumn 2014 –...

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National Rail Passenger Survey – Autumn 2014 – 24 hour...

This document lists the people given pre-release access 24 hours in advance of publication in order...
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Latest rail satisfaction scores highlight passengers’ deepening...

As satisfaction declines, the independent watchdog calls for industry and government to boost the...
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National Rail Passenger Survey – NRPS – Autumn 2014 –...

NRPS reports for all Passenger Transport Executives (PTEs). Please note, the download is a ZIP file...
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National Rail Passenger Survey – NRPS – Autumn 2014 –...

The Full Report was formerly called the Summary Report.
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National Rail Passenger Survey – NRPS – Autumn 2014 –...

Summary results showing satisfaction for all building blocks for all main NRPS factors.
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National Rail Passenger Survey – NRPS – Autumn 2014 –...

This report covers the NRPS Spring 2010 through to Autumn 2014. Best in class for previous waves...
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National Rail Passenger Survey – NRPS – Autumn 2014 –...

The Stakeholder Report was formerly called the Consultees' Report.
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National Rail Passenger Survey – Autumn 2014 – Train Operating...

Tables and graphs showing results for train operating company(TOC), trend charts for all factors,...
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National Rail Passenger Survey – Autumn 2014 – Train Operating...

Tables and graphs showing results for train operating company(TOC), trend charts for all factors,...
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National Rail Passenger Survey – NRPS – Autumn 2014 –...

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National Rail Passenger Survey (NRPS) at a glance – Great Britain...

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National Rail Passenger Survey (NRPS) at a glance guides by train company...

Please note, the download is a ZIP file archive of all the at a glance guides for the following...
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Train operating company performance and passenger satisfaction –...

There are three charts for each train company: actual punctuality of services alongside...
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National Rail Passenger Survey – NRPS – Autumn 2014 –...

The National Rail Passenger Survey (NRPS) provides a network-wide picture of customers’...
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The Institution of Railway Operators

Guy Dangerfield, passenger issues manager, will be presenting Passenger Focus’s findings on...
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Smarter Travel 2015

Anthony Smith, chief executive, will be giving a presentation focusing on the passenger view during...
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Westminster, Energy, Environment & Transport Forum Keynote Seminar:...

David Sidebottom, passenger team director, will be giving a keynote address at the event which will...
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Key issues from the rail disruption Christmas 2014

The weekend following Christmas 2014 saw thousands of passengers stuck in the cold or on unmoving...
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Smart ticketing – contactless payment for rail

Speed, ease of payment and flexibility make using a bank card to travel by rail more attractive say...
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Smart ticketing – contactless payment for rail – summary report

Contactless payment is increasingly being used to pay for low-value items and a replacement for...
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European Passengers’ Federation Conference

Anthony Smith, chief executive, will be presenting at EPF conference in Brussels. His presentation...
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What’s the hold-up? Exploring bus service punctuality

We regularly ask passengers if their buses turn up on time. We know from our Bus Passenger Survey...
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What’s the holdup – sample action plan

We regularly ask passengers if their buses turn up on time. We know from our Bus Passenger Survey...
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New East Coast operator announced

Today the Department for Transport has announced a new operator for the East Coast railway, from...
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Smarter travel

We have a new section of the website focussing on our work on smarter travel. Passengers are...
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East Midlands Trains’ services – have your say

As part of our Passenger Power! work, aimed at boosting the passenger voice in rail...
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Rail Delivery Group Station Summit

Sharon Hedges, passenger issues manager, will be giving a key note speech. Sharon will look at what...
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New publication: Passenger information screens at railway stations

Meet me by the departure boards... Traditional arrivals and departure boards are a focal point...
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Longer distance journeys: are we well connected? presentation slides

This ZIP file archive contains the slides that were presented at Passenger Focus's conference,...
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Passenger information screens at railway stations

This report looks at passengers’ experiences of current passenger information systems at...
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New name to reflect our wider role

A new voice and making a difference for many road users - that is the promise from independent...
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September 2014 Rail Magazine: Train operators must build trusts, says...

Rail Magazine coverage about our passengers’ relationship with the rail industry research. The...
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Changes to the Gold Card rail travel discount scheme – Passenger...

Responding to the Association of Train Operating Companies’ announcement that the Gold Card rail...
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Go-Ahead Bus Passenger Survey – individual company results –...

Go-Ahead is one of England’s largest bus operators and Passenger Focus worked with them to find...
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Go-Ahead individual company results 2014 (Oxford Bus, Oxford Park and...

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Go-Ahead individual company results 2014 (Anglian, Bluestar, Brighton and...

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Rail passengers’ priorities:a manifesto for improvement

Great Britain’s rail passengers have identified better value for money tickets as their number...
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Rail passengers’ priorities simulator

We have produced a simulator that you can use to run priorities for different groups of passengers....
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Rail passengers’ priorities for improvements – October 2014

Twice each year Passenger Focus publishes the National Rail Passenger Survey (NRPS) to measure...
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Poor information makes passenger experience worse when trains are delayed

Passengers need speedy, accurate, and consistent information to help them feel in control of their...
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Passenger information when trains are disrupted

Passengers remain concerned about the way the rail industry handles unexpected disruption to their...
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Virgin Trains’ decision to base its investment priorities on customer...

Responding to Virgin Trains’ decision to base its investment priorities on customer research,...
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The Real-Time Passenger Information conference

Guy Dangerfield, passenger issues manager, will be speaking about improving passenger satisfaction...
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Merseytravel’s Customer Forum

Linda McCord, passenger manager, will be discussing our role in resolving complaints at...
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Latest crowding figures – Passenger Focus response

Commenting on the Department for Transport’s latest rail crowding figures, David Sidebottom,...
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National Rail Conference – implementation of HS2

Anthony Smith, Passenger Focus’s chief executive, will be speaking at the National Rail...
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Bus Passenger Survey (BPS) – Centro area result in spring 2014

This is a report about the journey experiences of bus passengers in the Centro (West Midlands PTE)...
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Transport Card Forum

Louise Hall and Ian Wright, from the Passenger Focus research team, will be presenting three...
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What will society expect from a railway in 20 years? – Institution of...

Ian Wright, head of research, will be presenting a paper on ‘The longer term trends that the...
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West Midlands Rail Forum

Linda McCord, passenger manager, will be presenting our recent research, ‘Do passengers trust the...
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Passengers’ relationship with the rail industry

In many walks of life there can be a gap between someone’s general perception of an issue and...
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What relationship do passengers have with train companies?

To improve passengers’ trust in the rail industry, train companies not only need to get the basic...
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Passenger confidence – qualitative research – August 2014

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Rail Passenger Trust Survey – quantitative research – August...

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Waterfront Rail Conference: The Future of Railway in Britain

Sharon Hedges, passenger issues manager, will be presenting to the Waterfront Rail Conference...
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Improvement works at stations – a before and after comparison of...

Working with Network Rail, Passenger Focus compared results from four waves of the National Rail...
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Young Rail Professionals seminar – Passenger Focus: Do passengers trust...

Anthony Smith, Passenger Focus’s chief executive, will be speaking at a seminar to set his views...
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National Rail Passenger Survey Methodology

Since 1999 the National Rail Passenger Survey (NRPS) has measured customer satisfaction...
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National Rail Passenger Survey (NRP) Spring 2014 – 24 hour...

This document lists post holders given pre-release access 24 hours in advance of publication in...
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National Rail Passenger Survey (NRPS) Spring 2014 – User Guidance...

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National Rail Passenger Survey (NRPS) Spring 2014 – Detailed...

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National Rail Passenger Survey (NRPS) Spring 2014 – Pre-release...

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National Rail Passenger Survey – NRPS – Autumn 2013 –...

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National Rail Passenger Survey – NRPS – Spring 2014 –...

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National Rail Passenger Survey – NRPS – Autumn 2013 –...

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National Rail Passenger Survey – NRPS – Spring 2014 –...

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National Rail Passenger Survey – NRPS – Spring 2014 –...

The Stakeholder Report was formerly called the Consultees' Report.
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National Rail Passenger Survey – NRPS – Spring 2014 –...

* * * Published 25 June 2014 * * * NRPS reports for all Passenger Transport Executives (PTEs)....
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National Rail Passenger Survey – NRPS – Spring 2014 –...

Tables and graphs showing results for train operating company(TOC), trend charts for all factors,...
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National Rail Passenger Survey – NRPS – Spring 2014 –...

This report covers the NRPS Autumn 2009 through to Spring 2014. Best in class for previous waves...
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Overall satisfaction steady – individual passenger experience remains...

Rail passenger satisfaction remains steady overall, passengers in different parts of the country...
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National Rail Passenger Survey – NRPS – Spring 2014 –...

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National Rail Passenger Survey – NRPS – Spring 2014 –...

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National Rail Passenger Survey – NRPS – Spring 2014 –...

The National Rail Passenger Survey (NRPS) provides a network-wide picture of customers’...
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National Rail Passenger Survey (NRPS) at a glance – train operating...

Please note, the download is a ZIP file archive of all the at a glance guides for the following...
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National Rail Passenger Survey (NRPS) at a glance – Great Britain...

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UK Rail Industry Forum

Sharon Hedges, Passenger Focus’s passenger issues manager, will be exploring how passengers'...
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First Great Western stakeholder conference

David Beer will be attending the First Great Western stakeholder conference in London, hearing...
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Passenger Focus seminar – “Scottish Major Events 2014”

Passenger Focus held a seminar in Glasgow on 12 June 2014 to discuss the Commonwealth Games and...
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‘Give rail a go!’ New research about passengers in Scotland

It is possible to improve perceptions of train travel through encouragement. This is a finding of...
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Edinburgh Waverley Station Improvements Research report

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The passenger experience – the full research report

This is the full research report which aims to understand the experience of passengers using the...
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Transport Card Forum (TCF)

Louise Hall, senior research adviser, will be speaking at the Transport Card Forum about...
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South West Trains Passenger Forum

Heather Minshull, passenger team executive, will be taking part in the South West Trains Passenger...
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Buses and the wider economy

Anthony Smith, chief executive, will be speaking at a press launch, organised by the Transport...
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Railfuture annual autumn conference

Sharon Hedges, passenger issues manager, will address the Railfuture annual autumn conference at...
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NRPS and BPS accessibility analysis 2013.

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UK Rail conference

Anthony Smith, Passenger Focus chief executive, will be speaking at the UK Rail Conference. The...
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Future Merseyrail rolling stock – what passengers want

Passenger Focus considers it vital for passengers to be involved in the design of new trains at the...
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Autumn 2013 Tram Passenger Survey (TPS) – technical report

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Tram survey shows that most passengers are satisfied with their service

90 per cent of tram passengers are satisfied with their journey. This was highlighted in Passenger...
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Autumn 2013 Tram Passenger Survey (TPS) – individual network reports

Passenger Focus carried out a Tram Passenger Survey (TPS) on five tram networks in autumn 2013...
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Tram Passenger Survey (TPS) – Autumn 2013 Report

The Tram Passenger Survey (TPS) is the first carried out by Passenger Focus. It enables everyone...
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Rail passengers still need better information to boost confidence in their...

Today we publish the summary of some research carried out with the Office of Rail Regulation which...
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The passenger experience – summary report

Passenger Focus and the Office of Rail Regulation (ORR) wanted to understand the experience of...
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Meeting with the Department for Transport

Jocelyn Pearson, Passenger Focus passenger issue manager, will be presenting Passenger Assist...
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Northern and TransPennine Express franchise bidder days

Sharon Hedges, Passenger Focus passenger issues manager, will attend these bidder days in...
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Bus Passenger Survey Methodological overview – Autumn 2013...

Passenger Focus first established the Bus Passenger Survey (BPS) in April 2009 to generate a robust...
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Bus Passenger Survey proves valuable in improving passenger experience

Bus companies are providing a better experience for their passengers, according to research...
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Bus Passenger Survey – full report – Autumn 2013

Passenger Focus carries out a yearly Bus Passenger Survey (BPS) to compare and benchmark what...
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March 2014 Routeone: Satisfaction goes up

Routeone features on our Bus Passenger Survey. The article also includes a comment from our acting...
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Autumn 2013 Bus Passenger Survey

We will publishing the results of the autumn 2013 Bus Passenger Survey at a briefing event on...
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Industry heads slowly in the right direction in improving assistance for...

The new system for disabled passengers to book assistance when travelling by train has led to some...
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Passenger Assist journeys 2013

To research the effectiveness of the Passenger Assist service, which provides assistance to...
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Passenger Assist summary report

It is important that passengers with disabilities can travel freely on the rail network. Passenger...
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Passenger Assist research presentation slides

It is important that passengers with disabilities can travel freely on the rail network. Passenger...
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March 2014 Rail Professional: Satisfaction not guaranteed

Rail Professional features on our National Rail Passenger Survey. The article also covers some of...
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Passenger Focus’s accessibility forum – London

Passenger Focus's passenger team executive, Heather Minshull, and passenger issues manager, Jocelyn...
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Putting Passenger First Conference

Linda McCord, Passenger Focus's senior passenger manager, will be on the panel for questions and...
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Railfuture East AGM

Linda McCord, Passenger Focus senior passenger manager, will be presenting at Railfuture's...
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Passenger Transport Executive Group: Safety and Security Task Meeting

Linda McCord, Passenger Focus senior passenger manager, will be presenting the results of the...
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c2c management conference

David Sidebottom, Passenger Focus's acting chief executive, will be speaking at the c2c management...
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Passengers’ feedback about Intercity East Coast

As part of our contribution towards the franchise renewal for Intercity East Coast services, the...
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Passengers’ feedback about Intercity East Coast

As part of our contribution towards the franchise renewal for Intercity East Coast services, the...
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Disruption caused by bad weather – Passenger Focus response

Responding to the disruption to rail services caused by heavy rain, David Sidebottom, acting chief...
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National Rail Passenger Survey – NRPS – Autumn 2013- Train...

This report covers the NRPS Spring 2009 through to Autumn 2013. Best in class for previous waves...
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National Rail Passenger Survey – NRPS – Autumn 2013 –...

Tables and graphs showing results for Train Operating Company - TOC (including comparisons with one...
Read more

National Rail Passenger Survey – NRPS – Autumn 2013 –...

Read more

National Rail Passenger Survey – NRPS – Autumn 2013 –...

The Stakeholder Report was formerly called the Consultees' Report.
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National Rail Passenger Survey – NRPS – Autumn 2013 –...

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National Rail Passenger Survey – NRPS – Autumn 2013 –...

NRPS reports for all Passenger Transport Executives (PTEs) (exactly the same format as Train...
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National Rail Passenger Survey – NRPS – Autumn 2013 –...

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February 2014 Bus and Coach Professional magazine: Late running tolerated...

Bus and Coach Professional magazine features our Bus punctuality and timetables research. The...
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February 2014 Rail magazine: Passenger satisfaction dips as train...

Rail magazine features our recent National Rail Passenger Survey. The article also includes a...
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January 2014 Routeone: How late is late, asks Passenger Focus

Routeone features our Bus punctuality and timetables research. The article also includes a comment...
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January 2014 Passenger Transport: Decline in satisfaction is a...

Passenger Transport features our recent National Rail Passenger Survey. The article also...
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National Rail Passenger Survey (NRPS) at a glance by train company –...

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National Rail Passenger Survey (NRPS) at a glance – Great Britain...

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Rail passenger satisfaction still too varied – autumn 2013 NRPS...

Passenger satisfaction with rail services still varies too widely across Great Britain, said the...
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National Rail Passenger Survey – NRPS – Autumn 2013 –...

The National Rail Passenger Survey (NRPS) provides a network-wide picture of customers’...
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Go-Ahead Bus Passenger Survey – overall group results – 2013

Go-Ahead is one of England’s largest bus operators and Passenger Focus worked with them to find...
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Go-Ahead Bus Passenger Survey – individual company results –...

Go-Ahead is one of England’s largest bus operators and Passenger Focus worked with them to find...
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How late is late? Research on bus passengers’ views of punctuality

Bus passengers are tolerant of some lateness – within reason – but feel that their complaints...
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Bus punctuality and timetables – Summary report

Part of Passenger Focus’ work is to represent the needs and views of bus passengers in England,...
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How late is late – What bus passengers think about punctuality and...

Our research shows that getting the buses to turn up on time is the key to improving bus...
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December 2013 Transport Times: Debate on punctuality must be rooted in fact

Anthony Smith writes about what bus passengers think is acceptable from operators of...
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December 2013 routeone: What passengers think

Routeone feature on our response to a proposed Quality Contracts Scheme (QCS) in Tyne and...
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Tyne and Wear Quality Contracts Scheme proposal – Passenger Focus...

The proposed Quality Contracts Scheme (QCS) in Tyne and Wear would change the way in which bus...
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Senior Traffic Commissioner punctuality consultation – Passenger...

Our research shows that improving punctuality is bus passengers’ top priority; their satisfaction...
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Smarter Travel Forum

Ian Wright, Passenger Focus head of research, will be speaking at the launch of the Smarter Travel...
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Rail technical strategy: determining our industry’s future

Anthony Smith, Passenger Focus chief executive, will be speaking at the Rail technical strategy:...
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Rail passengers don’t know ‘there’s an app for that’

Passengers love ‘useful’ apps – but aren’t prepared to pay for rail information. These...
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Smart ticketing – mobile applications

The DfT, via Passenger Focus, is currently undertaking a wide programme of research around smart...
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2014 Smart Rail Congress & Expo

Ian Wright, head of research, will be speaking about passenger engagement in SmartRail 2014 on...
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November 2013: The Inside Track with: Guy Dangerfield

Luke Upton, global transport forum editor, interviewed Guy Dangerfield, passenger issues manager,...
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How the rail industry works – an overview

This two-page document is a very brief overview of how the rail industry works, including some...
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November 2013 Passenger Transport: Bus user needs are probed by watchdog

Passenger Transport feature on our recent bus Passenger Power! seminar. The article also...
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Autumn 2013 National Passenger Survey

The results of the autumn wave of Passenger Focus's rail National Passenger Survey (NPS) are...
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October 2013 – Coach & Bus Week: New Passenger Focus reports...

Coach & Bus Week feature on our recent bus Passenger Power! seminar. The article...
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Evidence to the House of Commons Transport Committee – Passenger...

This is the evidence that Passenger Focus submitted to the House of Commons Transport Committee...
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Memorandum to the Transport Committee – Winter resilience in...

Passenger Focus has submitted evidence to the Transport Committee’s Inquiry into winter...
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November 2013 Rail Professional: Of fares and ticketing…

Anthony Smith writes for the 'in the passenger seat' section, on fares and ticketing.
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Watchdog calls for bus Passenger Power!

Bus passengers know very little about the way bus services are operated and financed. They also...
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Giving passengers a voice in bus services

We know from previous Passenger Focus research that bus passengers want a bus service that is...
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UK storm disruption – Passenger Focus response

Anthony Smith, Passenger Focus chief executive, said: “Passengers have told us that when...
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Getting bus basics right key to value for money

Getting a seat on punctual, frequent and reliable buses are factors which most influence...
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Bus passenger views on value for money

The cost of fares and the ease of buying tickets are key parts of the bus passenger...
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October 2013 Transport Times: Passengers feel a faint glow of technology

Anthony Smith writes about transports technology for passengers. He claims that combining...
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Understanding rail passengers – what is the evening travel...

The National Passenger Survey (NPS) run by Passenger Focus provides a detailed picture of...
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Passenger Focus’s tram survey up for an award

Passenger Focus's new tram survey is in the running for a national research award. The Market...
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October 2013 Rail Professional: Satisfaction on the rise

Anthony Smith writes about satisfaction on the rise.
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Broadband on trains – Passenger Focus response

Today the Department for Transport announced the roll-out of high-speed broadband across the rail...
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How to Turn Public Sector Complaints into Service Improvements conference

David Sidebottom, Passenger Focus director, will be speaking at the How to Turn Public Sector...
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Sustainable Transport 2013: Unlocking the door-to-door journey

David Sidebottom, Passenger Focus director, will be speaking at the Sustainable Transport 2013:...
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September 2013 Bus and Coach Professional: Do we need a bus regulator?

Anthony Smith offers some personal thoughts on the way ahead for the bus industry.
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Maria Eagle MP, shadow transport secretary’s speech to Labour Party...

Anthony Smith, Passenger Focus chief executive, said: “We welcome the shadow minister’s call...
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BBC News: Train passenger watchdog welcomes ticket initiatives

Anthony Smith talks about ticket initiatives are welcomed by passenger. He says passenger...
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Bus punctuality – a briefing note

Improving punctuality is bus passengers’ top priority. So, two years ago, Passenger Focus started...
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September 2013 Transport Times: What makes bus travel value for money?

Anthony Smith writes about value of money on bus travel. He says there is a cloud of...
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Coventry Voluntary Multilateral Agreement Meeting

Linda McCord, Passenger Manager will be presenting Bus passengers’ experience of delays and...
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West Midlands Regional Rail Conference at Birmingham Airport

Linda McCord, Passenger Manager will be presenting on various Passenger Focus research, including...
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Draft Determination Periodic Review – Passenger Focus response

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Smarter ticketing: Passenger Focus response to announcement of South East...

Today the Department for Transport announced a £45m rollout of smart ticketing in the South...
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August 2013 Rail Professional: Is the average commuter still with us?

Anthony Smith writes about commuters' behaviour. He says beneath the headline results of...
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National Passenger Survey – NPS – Spring 2013 – Detailed...

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National Passenger Survey Spring 2013 – NPS – Train Operating...

Tables and graphs showing results for Train Operating Company - TOC (including comparisons with one...
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National Passenger Survey Spring 2013 – NPS – Train Operating...

This report covers the NPS wave 19 (Autumn 2008) through to wave 28 (Spring 2013). Best in class...
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National Passenger Survey Spring 2013 – NPS – Passenger...

NPS reports for all Passenger Transport Executives (PTEs) (exactly the same format as Train...
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National Passenger Survey – NPS – Spring 2013 –...

The Stakeholder Report was formerly called the Consultees Report.
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National Passenger Survey – NPS – Spring 2013 –...

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National Passenger Survey – Spring 2013 – Network Rail Station...

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National Passenger Survey – Spring 2013 – NPS –...

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National Passenger Survey – Spring 2013 – NPS – Full...

The Full Report was formerly called the Summary Report.
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National Passenger Survey Spring 2013 – NPS – Building block...

Summary results showing satisfaction for all building blocks for all main NPS factors.
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Network Rail in breach of licence: Passenger Focus response to...

Today (Wednesday 31 July) the Office of Rail Regulation found Network Rail in breach of its...
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Understanding rail passengers – the average commuter

The National Passenger Survey (NPS) run by Passenger Focus provides a detailed picture of...
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Consultation on a Statutory Quality Partnership in Kent – Passenger...

This is Passenger Focus’s response to Kent County Council’s consultation on bus facilities and...
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Passenger Focus Bus Passenger Survey Methodological overview –...

Passenger Focus first established the Bus Passenger Survey (BPS) in April 2009 to generate a robust...
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Passengers welcome the simplicity and savings the extension of smart...

Rail passengers have a clear appetite for smart ticketing, particularly if it means tickets are...
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Smart ticketing – what rail passengers want – July 2013

Passengers are increasingly coming to expect services to be delivered to them in smarter ways as...
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Anti-social behaviour on buses

This report on anti-social behaviour has been compiled from our most recent Bus Passenger Survey...
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July 2013 Passenger Transport: passenger satisfaction dips

An in-depth look at results of the Spring 2013 National Passenger Survey.
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Passenger Focus welcomes £80m investment in West Midlands buses

Today Centro and National Express West Midlands announced an £80m investment in improvements to...
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Briefing: Spending Review 2013

The Spending Round (SR) was published on 26 June and is designed to cover the first year after the...
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Arriva Bus Leadership Forum

Anthony Smith, Passenger Focus chief executive, will be speaking at Arriva's Bus Leadership Forum...
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Go-Ahead Management Conference

Anthony Smith, Passenger Focus chief executive, will be speaking at Go-Ahead Group's Management...
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Passenger Focus annual report and accounts 2012-13

Passenger Focus (the operating name of the Passengers' Council) annual report and and accounts...
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Passenger Focus response to spending review and infrastructure...

Focusing on passenger priorities more important than ever The independent passenger watchdog today...
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Midland Metro Tram Passenger Survey – 2013

Passenger research has revealed 90 per cent overall passenger satisfaction on Midland Metro trams...
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Midland Metro – West Midlands (Centro) Area – pilot Tram Passenger...

Passenger Focus has commissioned a pilot Tram Passenger Survey (TPS) and chose the tram service run...
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Passenger Focus response to consultation on Manchester bus priority package

Transport for Greater Manchester consulted residents, passengers and stakeholders on a package of...
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Passenger Power! Watchdog calls for passengers to have a vote on the...

Passengers sometimes don’t even know that their train service could change hands – and as they...
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At-a-glance guides to passenger satisfaction

This week the latest rail National Passenger Survey (NPS) statistics were published, showing a dip...
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GB rail satisfaction dips

Passenger Focus chief executive, Anthony Smith, said:“Passengers faced variable performance in...
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National Passenger Survey at a glance – Wales – Spring 2013

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National Passenger Survey at a glance – Scotland – Spring 2013

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National Passenger Survey at a glance – Great Britain wide –...

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National Passenger Survey – Spring 2013 – NPS – Main...

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...
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Passenger Focus workplan 2013-14

The time has come for Passenger Power! - and Passenger Focus is going to make it happen. Passenger...
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Draft determination for the 2013 Periodic Review – Passenger Focus...

Anthony Smith, Passenger Focus chief executive, said: “As passengers are now the main funders of...
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Passenger Focus response to Network Rail annual assessment

 Anthony Smith, chief executive of the independent watchdog Passenger Focus, responds to the...
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Understanding rail passengers: festive travel experiences

With the bank holiday just over, Passenger Focus has published a relevant report looking at...
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Understanding rail passengers – festive travel experiences

With the bank holiday just over, Passenger Focus has published a relevant report looking at...
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Wales Community Safety Partnership Group

David Beer is presenting National Passenger Survey results to group meeting, particularly relating...
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Bus passengers call for better information and greater customer-focus from...

Bus passengers are calling for better information during delays and a more customer-focused...
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Bus passengers’ experience of delays and disruption – Research...

Our research with bus passengers unsurprisingly shows that punctuality is their top priority for...
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April 2013 Passenger Transport: your customers don’t trust you

A feature on trust amongst passengers, prompted by a seminar at which Anthony Smith gave the...
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April 2013 Rail Professional: Trust me, I’m a TOC

Anthony Smith writes for the 'in the passenger seat' section, on building trust among rail...
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London Midland – making progress

Following staffing shortages that led to widespread cancellations last year, Passenger Focus has...
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April 2013 Transport Times: Chief Executive column

Anthony Smith writes about the bus passenger survey and the need for passenger power.
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March 2013 Route One: Bus Passenger Survey

Route One magazine reports from a briefing event for the 2013 Bus Passenger Survey.
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Passenger Focus announces new preferred supplier list

Passenger Focus has established a preferred supplier list (PSL) which will enable a list of...
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Passengers give station improvements the thumbs up

Passenger satisfaction at seven stations increased by an average of 30 percentage points following...
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Regulator’s concern about railway resilience – Passenger Focus...

David Sidebottom, Passenger Focus director, said: “It’s frustrating for passengers who face...
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Survey reveals gulf in bus passenger satisfaction

Passengers waiting for their bus in some parts of England may be asking themselves today why their...
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January 2013 Passenger Transport: Chief Executive column

Anthony Smith writes about right-time performance information.
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High Speed 2 phase two announcement – Passenger Focus responds

Today the Department for Transport has published its initial preferred route, station and depot...
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Record satisfaction levels in latest National Passenger Survey (NPS)

Passenger Focus chief executive, Anthony Smith, said: “The passenger voice helps to drive change...
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Transforming Passenger Information: Customer Experience Summit 2013

Anthony Smith, Passenger Focus chief executive and Guy Dangerfield passenger issues manager will be...
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Greater Anglia Trains ‘Inspire’ Customers Service briefing

Linda McCord Passenger Focus passenger manager will be attending Greater Anglia Trains...
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Network Rail on course to hit efficiency targets – our Chief...

Today the Office of Rail Regulation has released its annual assessment of Network Rail...
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Transpennine Express Management Conference

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Passenger Focus tells London Midland to do more to compensate passengers

“We understand the problem but you need to compensate your passengers” – that is the message...
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Taking the pain out of bus service cuts

Bus services are often a crucial part of the local community – especially (but not exclusively)...
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Passenger complaints data from the Office of Rail Regulation (ORR)...

Anthony Smith, Passenger Focus chief executive, said: “We welcome the rail regulator's findings...
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Passenger compensation – Passenger Focus response

Anthony Smith, Passenger Focus chief executive, said: "Train companies should work hard to inform...
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Arriva Trains Wales Passenger Panel

David Beer, passenger focus passenger executive, will be attending the Arriva Trains Wales...
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Passenger Focus response to DfT franchise announcement

This morning the Department for Transport outlined its plans for rail franchising and an...
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Bus Passenger Survey – results for areas and operators in Yorkshire...

The Bus Passenger Survey (BPS) asks passengers to rate all aspects of their bus journey covering...
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Bus Passenger Survey – results for areas and operators in the East...

The Bus Passenger Survey (BPS) asks passengers to rate all aspects of their bus journey covering...
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Bus Passenger Survey – results for areas and operators in the South...

The Bus Passenger Survey (BPS) asks passengers to rate all aspects of their bus journey covering...
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Bus Passenger Survey – results for areas and operators in the East...

The Bus Passenger Survey (BPS) asks passengers to rate all aspects of their bus journey covering...
Read more

Bus Passenger Survey – results for areas and operators in the South...

The Bus Passenger Survey (BPS) asks passengers to rate all aspects of their bus journey covering...
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Bus Passenger Survey – results for areas and operators in the West...

The Bus Passenger Survey (BPS) asks passengers to rate all aspects of their bus journey covering...
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Bus Passenger Survey – results for areas and operators in the North...

The Bus Passenger Survey (BPS) asks passengers to rate all aspects of their bus journey covering...
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Bus Passenger Survey – results for areas and operators in the North...

The Bus Passenger Survey (BPS) asks passengers to rate all aspects of their bus journey covering...
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Bus Passenger Survey – full report – March 2013

We ask passengers to rate all aspects of their bus journey covering key factors such as planning...
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February 2013 Rail Professional: investment in stations

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NPS Spring 2010 and Autumn 2009 Sleeper Services Analysis

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March 2013 Transport Times: Chief Executive column

Anthony Smith writes about giving passengers a greater voice in franchising.
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Passenger Focus writes to regulator over East Coast disruption

Passenger Focus has written to the rail regulator and the government following the severe...
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Letter to Government and regulator on East Coast disruption

Passenger Focus has written to the rail regulator and the government following severe disruption on...
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Sheffield’s Better Bus Area – Passenger Focus’s response

David Sidebottom, Passenger Focus director, said: “The Better Bus Area (BBA) is potentially good...
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Passenger Focus calls on London Midland to step up its efforts to...

Passenger Focus is calling on London Midland to step up its efforts to compensate passengers for...
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National Station Improvement Programme: Phase Two report

The objective of this research was to understand, by making a before-and-after comparison, whether...
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February 2013 Rail Professional: Chief Executive column

Anthony Smith writes about franchising and rail fares.
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National Passenger Survey – NPS – Autumn 2012 – Detailed...

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National Passenger Survey Autumn 2012 – NPS – Building block...

Summary results showing satisfaction for all building blocks for all main NPS factors.
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National Passenger Survey Autumn 2012 – NPS – Passenger...

NPS reports for all Passenger Transport Executives (PTEs) (exactly the same format as Train...
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National Passenger Survey – Autumn 2012 – NPS – Summary...

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National Passenger Survey Autumn 2012 – NPS – Train Operating...

Tables and graphs showing results for Train Operating Company - TOC (including comparisons with one...
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National Passenger Survey – Autumn 2012 – NPS – Main...

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...
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National Passenger Survey Autumn 2012 – NPS – questionnaires

Please note, the download is a ZIP file archive of the autumn 2012 NPS questionnaires (English and...
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Brown review into franchising – Passenger Focus response

Today the Brown Review into franchising was published by the Department for...
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Industry Strategic Business Plan – Passenger Focus response

Today Network Rail and train operators issued the industry strategic business plans - a response to...
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Brown review of franchising – Passenger Focus response

Much of the debate about the future of rail franchises centres on structures and financing – now...
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Passenger views on the Northern and TransPennine rail franchises

Independent passenger watchdog Passenger Focus has today published its research into what...
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30,000 rail passengers have their say

Passengers from across Great Britain have given their views as part of the world’s biggest rail...
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Telling passengers about disruption – Passenger Focus letter to the...

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Telling passengers about Christmas disruption – Passenger Focus...

Passenger Focus has asked the Office of Rail Regulation to investigate if Network Rail and train...
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Passenger views of Northern and TransPennine rail franchises

Independent passenger watchdog Passenger Focus has today published its research into what...
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Passenger watchdog urges rail travellers to check now to avoid fare rises...

Many passengers soon to renew their rail season tickets are again facing price rises that will, in...
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TransPennine Express results tables

This is a breakdown of the data, from research conducted by Passenger Focus within the TransPennine...
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Passenger Focus response to DfT consultation on rights of passengers...

Passenger Focus response to the Department for Transport’s consultation on the implementation of...
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The Future of Transport Overview

Our exploration of future trends and their potential impact on passenger expectations of travel,...
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Presentation on accessible transport

Presentation by Mark Dyer of the Olympic Delivery Authority on Accessible Transport: the Olympic...
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Research presentation – experiences of disabled bus passengers

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Research presentation – experiences of disabled rail passengers

Each year Passenger Focus asks over 50,000 passengers how satisfied they are with the rail services...
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Passenger Focus response to NEXUS Tyne and Wear region draft bus strategy...

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Experiences of disabled rail passengers

Each year Passenger Focus asks over 50,000 passengers how satisfied they are with the rail services...
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Bus service reviews: consulting on changes to local services – a...

Passenger Focus recognises the exceedingly difficult situation in which local authorities find...
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Passenger Focus response to the Office of Rail Regulation’s (ORR)...

Passenger Focus has responded to thye Office of Rail Regulation's (ORR) consultation on Network...
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Application of EU Regulation 181/2011 concerning the rights of passengers...

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Passenger survey of Go-Ahead bus network finds good levels of satisfaction

Independent watchdog Passenger Focus has revealed that over 5680 (89 per cent) of the 6380...
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Go-Ahead Bus Passenger Survey – overall group results – 2012

Go-Ahead is one of England’s largest bus operators and Passenger Focus worked with them to find...
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Go-Ahead Bus Passenger Survey – individual company results –...

Go-Ahead is one of England’s largest bus operators and Passenger Focus worked with them to find...
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Bus passengers limber up to have their say

Bus passengers will once again be able to tell Passenger Focus about their experience of using...
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House of Commons Transport Committee’s report into competition in the...

Anthony Smith, Passenger Focus chief executive, said:  “This report highlights a number of...
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Delivering quality within public transport

David Beer, passenger focus passenger executive, will be presenting at the Enerqi national...
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Young persons’ travel

David Beer, passenger focus passenger executive, will be presenting at the North Yorkshire Bus...
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Sevenoaks Rail Travellers Association

Linda McCord, Passenger Focus passenger manager, will be presenting at Sevenoaks Rail Travellers...
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Bus service reductions – the impact on passengers

The Comprehensive Spending Review reduced the budgets available for local councils and as a...
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Bus Partnership Forum progress report – July 2012

The Bus Punctuality Project is a key piece of work for Passenger Focus and its objective are: To...
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Passenger Focus responds to the increase in bus passenger satisfaction in...

Linda McCord, Passenger Focus manager, said:“This work demonstrates what can be achieved when bus...
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Examining the links between Customer Satisfaction and Performance East...

Evidence from a wide range of research, including that of Passenger Focus, has highlighted that...
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Bus Passenger Survey for National Express (NX) routes within Centro...

This works reports on a survey of bus passengers’ experiences on bus routes across all of the...
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Passenger Focus response to South Yorkshire Passenger Transport...

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Value for money? Mixed feelings from Britain’s rail passengers

Satisfaction with Britain’s railways holds up at 83% of passengers satisfied overall with their...
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National Passenger Survey Spring 2012 – User Guidance Report –...

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National Passenger Survey Spring 2012 – Detailed Technical Survey...

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National Passenger Survey Spring 2012 – NPS – Main Report

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...
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National Passenger Survey Spring 2012 – NPS –...

Summary national trend charts for all main factors, trend charts by age/journey purpose &...
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National Passenger Survey Spring 2012 – Multivariate report

Multivariate analysis showing drivers of satisfaction and dissatisfaction nationally, by sector and...
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National Passenger Survey Spring 2012 – NPS – Building block...

Summary results showing satisfaction for all building blocks for all main NPS factors.
Read more

National Passenger Survey Spring 2012 – NPS – Train Operating...

Tables and graphs showing results for Train Operating Company - TOC (including comparisons with one...
Read more

National Passenger Survey Spring 2012 – NPS – Passenger...

NPS reports for all Passenger Transport Executives (PTEs) (exactly the same format as Train...
Read more

National Passenger Survey Spring 2012 – NPS – Questionnaire

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National Passenger Survey Spring 2012 – NPS – Station Managers...

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National Passenger Survey Spring 2012 – NPS – Summary report

Summary tables for all train operating companies (TOCs) (including comparison with one year...
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National Passenger Survey Train Company Reports

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Transport Co-ordinating Officers Annual Conference

David Sidebottom, Passenger Focus, Passenger team director will be presenting at the...
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Passenger Focus responds to ORR demands for better performance from...

Anthony Smith, Passenger Focus chief executive, said:“We know from our research that getting...
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Youth Select Committee research presentation

This is an overview of Passeger Focus's bus and rail research findings which relate to young...
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Passenger Focus Bus Passenger Survey Methodological overview –...

Passenger Focus first established the Bus Passenger Survey (BPS) in April 2009 to generate a robust...
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Bus Passenger Survey – results for areas and operators in the West...

Passenger Focus undertook a bus passenger survey in 23 transport planning authorities in line with...
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Bus Passenger Survey – results for areas and operators in the East...

Passenger Focus undertook a bus passenger survey in 23 transport planning authorities in line with...
Read more

Bus Passenger Survey – results for areas and operators in the...

Passenger Focus undertook a bus passenger survey in 23 transport planning authorities in line with...
Read more

Bus Passenger Survey – results for areas and operators in the South...

Passenger Focus undertook a bus passenger survey in 23 transport planning authorities in line with...
Read more

Bus Passenger Survey – results for areas and operators in the North...

Passenger Focus undertook a bus passenger survey in 23 transport planning authorities in line with...
Read more

Bus Passenger Survey – results for areas and operators in the East...

Passenger Focus undertook a bus passenger survey in 23 transport planning authorities in line with...
Read more

Bus Passenger Survey – results for areas and operators in the North...

Passenger Focus undertook a bus passenger survey in 23 transport planning authorities in line with...
Read more

Bus Passenger Survey – results for areas and operators in the South...

Passenger Focus undertook a bus passenger survey in 23 transport planning authorities in line with...
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Bus Passenger Survey – summary – March 2012

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Great Western research – passenger stated preference

Great Western stated preference passenger research.
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Great Western research – ports – CDF (inter-regional)

Between Mon 21st November and Sun 11th December 2011 Passenger Focus spoke to 4042 passengers...
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Hidden in Plain Sight – Response to the Equality and Human Rights...

The Equality and Human Rights Commission carried out an inquiry into disability-related...
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Slow train coming..? Transparent data from the passenger perspective

Passenger Focus made the scene-setting presentation on the transparency of rail data at a recent...
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Rural bus services

This research asked passengers for their views on Herefordshire Council’s tendered ‘market...
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Criminal and anti-social behaviour on buses – summary report –...

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National Passenger Survey Autumn 2010 Main Report

The National Passenger Survey (NPS) provides a network-wide picture of customers’ satisfaction...
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Barriers to bus use in Milton Keynes – summary report –...

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Barriers to bus use in Milton Keynes – full report – December...

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National Passenger Survey Spring 2010 Main Report

The National Passenger Survey (NPS) provides a network-wide picture of passengers? satisfaction...
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Bus passenger priorities for improvement

Over 3800 bus passengers in England outside London took part in this research. They were asked to...
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Handling complaints and appeals from bus passengers

This report explains how Passenger Focus believes it can best contribute to an improvement in the...
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Bus complaints handling research – JMP report

Research was undertaken to investigate the bus complaints process in England (outside London). The...
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