Skip to main content
Transport Focus
  • GB
InsightPublicationsNewsAdvice and Complaints AboutContact including Press OfficeData Hub
Search
Working in partnership with London TravelWatch

Railway

Railway

ScotRail Ticket Office Changes

Statement The ticket office opening hours consultation began on 12 January 2022 and closed on 15...
Read more

Rail fares rise March 2025 – passenger watchdog response

Commenting on rail fares rising by 4.6 per cent, Transport Focus Chief Executive Alex Robertson,...
Read more

Revenue protection priorities to improve passenger experience

Rail passenger watchdog Transport Focus has called for train operators to play fair with passengers...
Read more

Aslef union pay deal – watchdog response

Commenting on the train drivers' union pay deal, Transport Focus Chief Executive Alex Robertson,...
Read more

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...
Read more

Transport Focus public Board meeting in Birmingham

The Transport Focus Board will host its next meeting in public in Birmingham on Wednesday 22 May...
Read more

DfT tap-in, tap-out train travel: Transport Focus comment

Commenting on the announcement of tap-in, tap-out pilot schemes for 90 rail stations in the West...
Read more

Great British Rail Sale

Commenting on the ‘Great British Rail Sale', Transport Focus chief executive Alex Robertson,...
Read more

What makes for a clean and safe railway?

Transport Focus has worked with the Department for Transport to understand how cleanliness and...
Read more

Office of Rail and Road investigation into Wales and Western train...

Commenting on the Office of Rail and Road investigation into Wales and Western train performance,...
Read more

Transport Focus response to Christmas engineering works

Responding to Network Rail’s Christmas and New Year engineering works plans, Transport Focus...
Read more

Transport Focus challenges GWR over running short trains and resulting...

Transport Focus has written to Great Western Railway asking for assurances about the efforts being...
Read more

Watchdogs challenge rail industry over East Coast Main Line engineering...

Transport Focus and London TravelWatch have challenged Govia Thameslink Railway and Network Rail...
Read more

Transport User Voice – October 2023

In this month’s Transport User Voice we're pleased to announce the appointment of our new chief...
Read more

Rail fare increase – Transport Focus response

Anthony Smith, chief executive of independent watchdog Transport Focus, said: “Nobody likes...
Read more

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...
Read more

Rail disruption – what passengers want to know

Passengers are calling for better information ahead of planned engineering works.  In the...
Read more

Old Oak Common – impact of HS2 infrastructure works

Transport Focus undertook qualitative research amongst passengers using the Great Western Main Line...
Read more

Extension of the Midland Main Line electrification

Transport Focus undertook qualitative research amongst passengers using the Midland Main Line and...
Read more

Transport User Voice – July 2023

In this month's Transport User Voice our chief executive Anthony Smith asks for a period of...
Read more

Can rail competition still deliver good outcomes for passengers?

Sharon Hedges, Senior Stakeholder Manager at Transport Focus, will be speaking at the ‘Can rail...
Read more

Supporting the rail industry to meet the demands of a post-pandemic...

Our Senior Stakeholder Manager, Sharon Hedges, will be on the panel for the upcoming New...
Read more

Don’t risk missing the party – check before you travel, Transport...

Eurovision partygoers heading to Liverpool for the final could be caught out by rail strike...
Read more

Transport User Voice – May 2023

In this months Transport User Voice read more about how we delivering in a challenging from our...
Read more

A shorter window to plan rail travel?

The rail industry is proposing to change timetable planning rules, to provide timetables eight...
Read more

Coronation and Eurovision travel

Transport Focus wanted to understand more about how and when passengers might be travelling during...
Read more

Marston Vale services

Rail services on the Marston Vale line have been suspended since December 2022, with a rail...
Read more

Transport User Voice: April 2023

All the latest on the railway including some good news, our Board meeting on transforming travel...
Read more

Smarter Information, Smarter Journeys – improving passenger...

Transport Focus and the Rail Delivery Group have worked together to deliver a programme of research...
Read more

When things go wrong, better information can help make things more...

How do passengers like to be communicated with when travelling by train? Transport Focus worked...
Read more

Rail user survey – edition 11

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

Transport User Voice: February 2023

Read about our new survey looking at bus passenger satisfaction, our chief exec talks about the...
Read more

Caledonian Sleeper guest satisfaction survey

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

Turbostar trains interiors: what passengers want

Transport Focus worked with rolling stock leasing company Porterbrook to understand what passengers...
Read more

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...
Read more

Transport User Voice: January 2023

What passengers want from Avanti and TransPennine Express, our chief exec talks about the travel...
Read more

The future of transport

   
Read more

Watchdog at Transport Select Committee – view again

On Wednesday 14 December our chief executive, Anthony Smith, gave evidence to the Transport Select...
Read more

Winter disruption – what do transport users need?

This week we have seen plunging temperatures, icy conditions and several centimetres of snow across...
Read more

‘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...
Read more

Rail User Survey – edition 8

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

Changing trains versus direct trains

We have undertaken research in partnership with Network Rail to explore passengers’ views on...
Read more

World Passenger Festival

Fixing it for rail passengers! Improving experience and communications during disruption. Our...
Read more

1 October strike: passenger experience and information survey

We asked a representative sample of 2000 people about their experiences of travelling during the...
Read more

1 October rail strikes – will people still travel?

On Saturday 1 October national rail strikes will impact almost the whole network. During this...
Read more

1 October rail strikes – passengers’ intent to travel

On Saturday 1 October national rail strikes will impact almost the whole network. During this...
Read more

Rail strike feedback

The railway will be disrupted by strikes and the knock-on effects. Transport Focus is monitoring...
Read more

National Rail strikes July 2022 – the passenger experience

On Wednesday 27 July and Saturday 30 July 2022 passengers travelling by train experienced...
Read more

Caledonian Sleeper guest satisfaction survey

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

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...
Read more

Rail strikes and misery loom 

Tomorrow, six days of disruption start on the railway – many lines closed, fewer trains on those...
Read more

Rail reform latest: watchdog comment

How can passengers best be represented in the future? Today the Department for Transport...
Read more

Transport User Voice: May 2022

Join our upcoming Board meeting in Scotland, read about our new partnership with Tyne Tunnel, the...
Read more

Planned rail engineering work over the Easter weekend – Transport...

With rail engineering work due to take place across the Easter weekend, operators have advised...
Read more

Transport User Voice: April 2022

How can trains better meet passengers needs? Also we talked to women and girls about their...
Read more

Tips on finding cheaper train tickets

Read more

Tram and metro passengers welcome £150 million funding

Commenting on the announcement from the Department for Transport on providing £150 million to...
Read more

Ticket offices in Scotland – update

Rail passengers in Scotland have had their say on ScotRail proposals to change various ticket...
Read more

ScotRail ticket office consultation

ScotRail ran a 21-day consultation with proposals for amending ticket office hours at many of its...
Read more

RAIL webinar: reimagining and rebooting our passenger railway

Chief executive, Anthony Smith, is speaking at a RAIL webinar on reimagining and rebooting our...
Read more

Caledonian Sleeper guest satisfaction survey

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

Travel to work survey

Transport Focus carried out research about travelling to work using its Transport User Panel. This...
Read more

Have your say: changes to ScotRail ticket office hours

Read more

Suspension of services over Christmas – correspondence with Southern...

On Wednesday 5 January Transport Focus sent a letter to Angie Doll, managing director at Southern...
Read more

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...
Read more

HS2 – What passengers want from train interiors

Transport Focus worked with HS2 Ltd and Arup to understand what passengers wanted from the layout...
Read more

Long term rail plans – transport watchdog comment

Today Great British Railways launched a consultation for its 30-year whole industry strategic...
Read more

Chiltern railways contract – Transport Focus comment

Today Chiltern Railways announced it had signed a new six-year contract with the Department for...
Read more

Announcements on trains – the passenger view

Transport Focus carried out research to inform decisions about improving information for train...
Read more

Caledonian Sleeper guest satisfaction survey

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

ScotRail May 2022 timetable consultation – Transport Focus response

ScotRail’s May 2022 proposed timetable is geared to being a foundation to encourage a return to...
Read more

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...
Read more

Transport User Voice: October 2021

How do passengers feel about travelling now restrictions have eased? Our chief exec talks...
Read more

Transport Focus responds to Senedd Committee call for priorities

Transport Focus has submitted a response to the Senedd Climate Change, Environment and...
Read more

Transport User Voice: September 2021

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

Reservation-only services on LNER

In 2020, in response to the Covid-19 pandemic, LNER introduced a requirement that passengers have a...
Read more

Increase in rail services – Transport Focus comment

Commenting on the increase in rail services from Sunday 16 May, Transport Focus chief executive...
Read more

Hitachi trains to return to service – Transport Focus comment

Following the news that Hitachi, train operators and Government have agreed a plan to reintroduce...
Read more

Better information needed amid ongoing rail disruption

Transport Focus is calling on rail operators to focus on three key areas amid ongoing disruption...
Read more

Disruption caused by train safety checks – correspondence with the...

Transport Focus chief executive Anthony Smith wrote to the Rail Delivery Group on 10 May regarding...
Read more

Rail service cancellations – Transport Focus comment

Commenting on rail service cancellations while safety checks are conducted on high-speed trains,...
Read more

Caledonian Sleeper guest satisfaction survey

Transport Focus set up a Guest Satisfaction Survey for Serco Caledonian Sleeper which has been used...
Read more

Bank holiday rail engineering works – Transport Focus comment

Commenting on the early May bank holiday rail engineering works, Transport Focus director David...
Read more

Peloton’s Spotlight north of England

Director, David Sidebottom, will be speaking at Peloton's Spotlight north of England event...
Read more

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...
Read more

Easter rail engineering works – Transport Focus comment

Commenting on the Easter rail upgrade works announced by Network Rail today, Transport Focus chief...
Read more

Ventilation on public transport – Transport User Community

What do passengers think about ventilation on board bus and rail services? How important is it in...
Read more

Transport Focus responds to Wales rail infrastructure inquiry

​The House of Commons Welsh Affairs Committee is running an inquiry into the responsibility,...
Read more

Transport Focus responds to Wales Transport Strategy

Welsh Government put plans out for consultation on Llwybr Newydd: a new Wales transport...
Read more

Investment into reopening rail lines – Transport Focus comment

Today the Department for Transport announced a £794 million investment package into reopening East...
Read more

Making a rail complaint

Read more

WATCH NOW: the transport user Covid debate

Here's your chance to watch the transport user Covid debate, exploring what transport users need to...
Read more

Manchester City Centre Transport Strategy: Transport Focus response

Transport Focus has responded to the draft Manchester City Centre Transport Strategy consultation,...
Read more

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...
Read more

‘Keep improvements on track’: rail passengers welcome investment in...

“Keep things simple, look after your regular customers and please communicate as much as you...
Read more

Understanding the impact of railway staff

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

Reliability on high frequency rail routes – what passengers think

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

Unreliable trains sap passenger satisfaction

Dire performance continues for many as passengers in some areas still can’t rely on their train...
Read more

National Rail Passenger Survey – NRPS – spring 2019 – main report

Transport Focus surveys more than 50,000 passengers a year to produce the National Rail Passenger...
Read more

Young people and transport event, Cardiff

Transport Focus will hold an event to showcase its research with young people on using the bus,...
Read more

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...
Read more

Appointment of Rail Ombudsman to rule on passenger complaints

Following the announcement that Dispute Resolution Ombudsman has been appointed to run the new Rail...
Read more

Annual report and accounts 2017-18

Transport Focus's Annual Report and Accounts was laid before Parliament on 12 July 2018.
Read more

‘Do more to compensate passengers’, watchdog tells rail industry

Today Transport Focus sets out demands on behalf of passengers hit by rail timetable chaos. The...
Read more

High Speed Two (HS2) Passenger Panel Insights

Our customer community was a diverse group of 40 prospective users of the HS2 network. The...
Read more

All-Party Parliamentary Rail Group, London

Mike Hewitson, head of policy at Transport Focus, is speaking at the all-party parliamentary rail...
Read more

High Speed 2: using passenger insight to aid High Speed 2 design

Transport Focus aims to see passengers at the heart of all long-term planning. We welcome the...
Read more

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...
Read more

Restoring normal service: passengers and the Gibb report – Transport...

Passengers using Southern, Thameslink and Gatwick Express services in the last two years have...
Read more

Transport User Panel survey: awareness of Southern Season Ticket...

This Transport User Panel survey was to assess how aware Southern passengers were of the...
Read more

Rail Delivery Group annual conference 2017

Transport Focus Chief Executive, Anthony Smith, will be speaking at the Rail Delivery Group annual...
Read more

Transport User Voice – new issue out today

The February 2017 issue of Transport User Voice is out now. Click here to read more on: ...
Read more

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...
Read more

Official statistic: National Rail Passenger Survey results

The latest rail passenger satisfaction figures from the independent watchdog, Transport Focus, are...
Read more

Which? annual rail survey – Transport Focus response

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

Ten ways to find cheaper train tickets

Looking to get the best deal on train tickets? Our surveys tell us that more than half of...
Read more

Northern: rail passengers’ views of customer service

Northern asked us to help them explore the experiences and views of their rail passengers of their...
Read more

Britain Runs on Rail

Transport Focus Cheif executive, Anthony Smith, will be speaking at the 'Britain Runs on Rail'...
Read more
Transport Focus
  • GB
Working in partnership with London TravelWatch
Quick links
Diversity and inclusionOur peopleWork for us
  • GB
Data and insight
Data hubOur insightAll publications
News and updates
NewsletterBlogRailway 200
Connect
Contact including the Press OfficeTwitterLinkedIn
Privacy policyCookiesAccessibility
We are using cookies to give you the best experience on our site. By continuing to use our website without changing the settings, you are agreeing to our use of cookies.     Manage cookie settings
Accept cookies
Manage consent

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may have an effect on your browsing experience.
Necessary
Always Enabled
Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.
CookieDurationDescription
__RequestVerificationTokensessionThis is an anti-forgery cookie used for preventing cross site request forgery attacks.
cookielawinfo-checkbox-advertisement1 yearSet by the GDPR Cookie Consent plugin, this cookie is used to record the user consent for the cookies in the "Advertisement" category .
cookielawinfo-checkbox-analytics11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".
cookielawinfo-checkbox-functional11 monthsThe cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checkbox-necessary11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".
cookielawinfo-checkbox-others11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-performance11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
csrftoken1 yearUsed to help protect the website against Cross-Site Request Forgery attacks
JSESSIONIDpastGeneral purpose platform session cookies that are used to maintain users' state across page requests.
MS030 minutesThis cookie is set by Microsoft to identify a particular session.
MSFPC1 yearThis cookie is set by Microsoft to recognize unique web browsers that visit Microsoft sites. It is used for advertising, site analytics, and other operational purposes.
viewed_cookie_policy11 monthsThe cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.
Functional
Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.
Performance
Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
Analytics
Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.
CookieDurationDescription
_ga2 yearsThe _ga cookie, installed by Google Analytics, calculates visitor, session and campaign data and also keeps track of site usage for the site's analytics report. The cookie stores information anonymously and assigns a randomly generated number to recognize unique visitors.
_gat_gtag_UA_2339728_11 minuteThis cookie is set by Google and is used to distinguish users.
_gid1 dayInstalled by Google Analytics, _gid cookie stores information on how visitors use a website, while also creating an analytics report of the website's performance. Some of the data that are collected include the number of visitors, their source, and the pages they visit anonymously.
_session_id3 daysThe cookie is used for storing information about the user session with a unique session ID. It stores the information like referrer, landing page etc.
CONSENT16 years 3 months 24 days 10 hoursThese cookies are set via embedded youtube-videos. They register anonymous statistical data on for example how many times the video is displayed and what settings are used for playback.No sensitive data is collected unless you log in to your google account, in that case your choices are linked with your account, for example if you click “like” on a video.
Google Analytics
vuid2 yearsVimeo installs this cookie to collect tracking information by setting a unique ID to embed videos to the website.
Others
Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.
CookieDurationDescription
__putma20 yearsNo description available.
_ptref1 dayNo description available.
_vizia_sessionsessionNo description
CX_4019212031 yearNo description
CX_4019221161 yearNo description
DcLcid3 monthsNo description available.
ep20130 minutesThis cookie is set by the provider Surveymonkey. This cookie is used for statistical analysis and website optmization. It gathers information on user's interaction with the SurveyMonkey- Widget on thewebsite.
ep2033 monthsNo description available.
FormsWebSessionId1 monthNo description
glassbox-session-id30 minutesNo description available.
MC11 yearNo description available.
SMsessionNo description available.
smcx_0_last_shown_atsessionNo description available.
SRM_B1 year 24 daysNo description available.
undefinedneverNo description available.
usenewauthrollout1 monthNo description
Save & Accept