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Department for Transport appoints new Member to the Transport Focus Board

Transport Focus is pleased to announce the appointment of Sandra Witzel to its Board. Sandra is...
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Commitments from the passenger watchdog as new Business Plan announced

Transport Focus publishes its new Business Plan today (22 May 2024) which sets out an exciting...
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Transport User Voice December 2023 – Bus passengers charters

Raising standards for passengers? Are bus charters helping improve the passenger...
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Transport User Voice – August 2023

In this month’s Transport User Voice we're reminding people to have their say on the proposed...
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Transport User Voice – July 2023

In this month's Transport User Voice our chief executive Anthony Smith asks for a period of...
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Website accessibility report 2022

Transport Focus is committed to the accessibility of all its outputs. In June 2022 we asked...
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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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Anthony Smith steps down as Transport Focus chief executive

Anthony Smith, chief executive of independent watchdog Transport Focus, today announced that he...
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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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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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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: December 2022

Read about our lorry drivers event in January, our chair Nigel Stevens talks reliability and watch...
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Board meetings

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Annual report and accounts 2021-22

Transport Focus’s annual report and accounts 2021-22, which includes the organisation’s...
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Stakeholder review 2022

Transport Focus makes a difference for current and potential future transport users. We use our...
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Rail reform latest: watchdog comment

How can passengers best be represented in the future? Today the Department for Transport...
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New Chair announced

Today the Department for Transport announced the new Chair of Transport Focus will be Nigel...
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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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Workplan 2022-23

Here is Transport Focus’s workplan for 2022-23. We aim to make a difference by making...
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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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Have your say: Moorside station ticket office closure

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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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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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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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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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Long term rail plans – transport watchdog comment

Today Great British Railways launched a consultation for its 30-year whole industry strategic...
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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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Workplan October 2021 – March 2022

Here is Transport Focus’s work plan for the six months from October 2021 to March 2022. As the...
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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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Transport User Voice: October 2021

How do passengers feel about travelling now restrictions have eased? Our chief exec talks...
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Transport Focus public Board meeting

On Tuesday we held our first in person Board meeting for over 18 months and broadcast live on...
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Bus Service Improvement Plan (BSIP) briefing sessions

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

Wales, Scotland and London Wales Covid-19 restrictions in Wales Wales completed its move...
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Transport User Voice: August 2021

Read about our Sort My Sign campaign, how we've helped improve roads for disabled road users and...
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Annual report and accounts 2020-21

Transport Focus’s annual report and accounts 2020-21, which includes the organisation’s...
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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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Transport Focus May Board papers

Please find the papers for the Board meeting which was held on Tuesday 18 May 2021.
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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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Transport User Voice: May 2021

A look at best practice on information letting passengers know how busy services are. Also...
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Transport Focus responds to Wales Transport Strategy

Welsh Government put plans out for consultation on Llwybr Newydd: a new Wales transport...
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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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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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Transport Focus public Board meeting – 24 November 2020

Papers for the Transport Focus public Board meeting which will take place virtually and be live...
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Procurement

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Transparency and accountability

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History

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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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Annual report and accounts 2019-20

Transport Focus’s annual report and accounts 2019-20, which includes the organisation’s...
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Workplan 2020 – 21

Transport Focus's 2020 - 21 workplan sets out our key campaign and work objectives plus financial...
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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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Transport Focus welcomes new London TravelWatch director

Independent watchdog Transport Focus welcomes new London TravelWatch director Emma Gibson. Chief...
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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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A628 – early road closure – Transport Focus correspondence

On 29 August 2019 a road user came across signs saying that the A628 was closed – this is the...
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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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Organisation chart

This chart details the staff structure of Transport Focus as of August 2021.
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Customer complaint handling procedure (CCHP)

How we can help you – customer complaint handling procedure Transport Focus is the independent...
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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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Workplan Report 2017-2018

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

Supporting papers for the Transport Focus public Board meeting which took place at St Bride’s...
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Board meeting minutes – July 2017

Here are the minutes from the public Board meeting held in London in July 2017. They have been...
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Board meeting papers – March 2018

Supporting papers for the Transport Focus public Board meeting which took place at St Bride's...
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Workplans 2018

We are the independent transport user watchdog. Our mission is to get the best deal for passengers...
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Framework agreement between the Department for Transport and Transport...

Framework agreement between the Department for Transport and Transport Focus as of November 2017.
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Board meeting minutes – March 2017

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

Supporting papers for the Transport Focus public Board meeting which takes place at Piccadilly...
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Register of outside interests for Board members and senior staff –...

Register of outside interests for Board members and senior staff (October 2017).
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Board Members Committees and Champions 2017-18

This document outlines the Board member’s committees and individual responsibilities to Transport...
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Annual report and accounts 2016-17

Transport Focus's Annual report and accounts was laid before Parliament on 18 July 2017.
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Southern Rail fined for poor performance – Transport Focus response

Anthony Smith, Chief Executive of the transport user watchdog Transport Focus, commenting on...
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Board meeting papers – July 2017

Supporting papers for the Transport Focus Board meeting which takes place at the St Bride’s...
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Transport User Voice – Users have their say on future roads investment

Having spoken to more than 10,000 road users since becoming the watchdog in 2015, Transport Focus...
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Transport User Voice – Trams become the benchmark for happy passengers

The latest Tram Passenger Survey shows that passengers rate their trams highly with an overall...
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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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Linda McCord chairing Southeastern trains’ Stakeholder Forum 2017

Linda McCord, senior stakeholder manager at Transport Focus, will be chairing the Southeastern...
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Board meeting minutes – November 2016

Here are the minutes from the public Board meeting held in Birmingham in November 2016. They have...
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Transport Focus Governance 2017-18

These documents support item D 2.1 on at the November 2016 Board meeting held in Birmingham on 16...
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July 2016 London Board meeting papers

Supporting papers for the Transport Focus public Board meeting which took place in London on...
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Board meeting minutes – March 2016

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

Here are the minutes from the public Board meeting held in London in July 2016. They have been...
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November 2016 Birmingham Board meeting papers

Supporting papers for the Transport Focus public Board meeting taking place in Birmingham, at the...
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Euro Bus Expo 2016

Transport Focus passenger manager, Linda McCord, will be on a panel, at the Euro Bus Expo at the...
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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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Britain Runs on Rail

Transport Focus Cheif executive, Anthony Smith, will be speaking at the 'Britain Runs on Rail'...
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Rolling Stock Procurement Forum

The Rolling Stock Procurement Forum, will provide a complete strategic guide to rolling stock...
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Board member for Wales recruitment pack

The Welsh Government is appointing a new member to the Transport Focus Board to ensure the...
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Board meeting – London – July 2016

There will be a public meeting of the Transport Focus Board on 21 July 2016 at Fleetbank House,...
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Annual Report and Accounts 2015-16

The Annual Report and Accounts was laid before Parliament on 4 July 2016.
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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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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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Instructions for responding to the Invitation to Preferred Supplier List...

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Tell us what you think about our website

Your feedback is very important to us. Please click the link below to complete a short online...
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Management Team meeting minutes 2015-16

Here you can view the redacted minutes from Management Team meetings held in 2015-16 so far.
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Management Team meeting minutes 2014-15

Here you can view the redacted minutes from Management Team meetings held in 2014-2015.
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Management Team meeting minutes 2013-2014

Here you can find redacted minutes from all Management Team meetings held in 2013-2014.
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Board meeting minutes – November 2015

Here are the minutes from the public Board meeting held in Gateshead in November 2015. They have...
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Passenger Contact Group – Terms of reference

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Workplan Report 2015-16

The Workplan Report 2015-16 can be found here and is updated monthly.
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Statutory duties of Transport Focus

Document outlining Transport Focus's statutory duties
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Instructions for responding to the Invitation to Preferred Supplier List...

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The Road Infrastructure Summit

Anthony Smith, chief executive, will be speaking at The Road Infrastructure Summit. He will be...
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Spending Review: Transport Focus reaction

Following the Autumn Statement and spending review Anthony Smith, chief executive of 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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Gifts and Hospitality register 2015-16

Table detailing gift and hospitality declarations for 2015/16.
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September 2015 – Board meeting papers – Edinburgh

Papers for the Board meeting held in Edinburgh on Wednesday 16 Septeember 2015.
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NRPS consultation – summary of disability issues

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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 frequently asked questions July 2015

This document gives answers to various frequently asked questions about Transport Focus’s...
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July 2015 Board Meeting papers

Papers for the Board Meeting held in London on 16 July 2015.
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Passenger Focus annual report and accounts 2014-15

Passenger Focus (the operating name of the Passengers' Council, now known as Transport Focus)...
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Gifts and Hospitality register 2012-13

Table detailing gift and hospitality declarations for 2012/13
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Conflicts of Interest – National Audit Office guidance

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

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Records Mangement Policy

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Expenses Policy

This document looks at general travel and subsistence policy and relates to out of pocket expenses...
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Gifts and Hospitality Policy

A policy on the acceptance of gifts and hospitality is important not only because of the matter of...
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Membership Code Part B

This code applies to the Chairman and all Members (collectively referred to as ‘Board Members’)...
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Membership Code Part A

This code applies to the Chairman and all Members (collectively referred to as ‘Board...
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Bus, Coach and Tram Task Force – Terms of reference

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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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Franchising Task Force – Terms of reference

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Audit and Risk Assurance Committee – Terms of reference

This document outlines the terms of reference for the Audit and Risk Assurance Committee.
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Statistics Governance Group – Terms of reference

This document outlines the terms of reference for the Statistics Governance Group
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Management Team – Terms of reference

This document outlines the terms of reference for Management Team
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Remuneration Committee – Terms of reference

This document outlines the terms of reference for the Remuneration Committee
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Merseytravel Customer Forum

David Beer, passenger executive, will be at the Merseytravel Customer Forum in Liverpool. As part...
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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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May 2012 Passenger Focus Board Meeting papers

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

This document outlines the board member's committees and individual responsibilites to Transport...
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Coach & Bus Week – Welsh Transport Plan – June 2015

This article in Coach & Bus Week reports on a recent Transport Focus conference, called...
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Complaints handling procedure timeline

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Transport Focus seminar on bus punctuality

We have invited bus industry and local authority representatives to discuss the main findings of...
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Transport Focus seminar on bus punctuality

We have invited bus industry and local authority representatives to discuss the main findings of...
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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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Transport Focus seminar on bus punctuality

We have invited bus industry and local authority representatives to discuss the main findings of...
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Transport Focus seminar on bus punctuality

We have invited bus industry and local authority representatives to discuss the main findings of...
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Transport Focus seminar on bus punctuality

We have invited bus industry and local authority representatives to discuss the main findings of...
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Transport Focus road user work programme 2015-16

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Have your say – Manchester Airport changes

Transport Focus is calling for rail passengers to have their say on proposed changes to ticket...
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Putting passengers first: how will the Welsh National Transport Plan...

We would like to invite you to join our Board for our conference “Putting passengers first: how...
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May 2015 Board Meeting papers

Papers for our May 2015 Board Meeting in held in Cardiff
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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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London Midland

Linda McCord, passenger manager, will be presenting the latest National Rail Passenger Survey...
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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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Market Research Summit

Keith Bailey, senior research advisor, and Andy Barker, from Populus, will present a paper on the...
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Autumn 2014 Tram Passenger Survey (TPS) – technical report

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Rail passengers welcome flexible ‘advance on the day’ tickets

Passengers are keen to use Advance purchase on the day (APOD) tickets in order to make significant...
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Rail passengers welcome flexible ‘advance on the day’ tickets

Passengers are keen to use Advance purchase on the day (APOD) tickets in order to make significant...
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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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Tell us what you think about our website

We hope that you find Passenger Focus’s site helpful, interesting and useful. Please tell us what...
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Infrastructure Act now law

Yesterday (12 February) the Infrastructure Bill received Royal Assent which means that Passenger...
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Passenger Focus Board Meeting, London – February 2015

There will be a Passenger Focus Board meeting held at Fleetbank House, London on Thursday 12...
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February 2015 Board Meeting papers

Papers for the Board Meeting held in London on 12 Febraury 2015.
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Rail Delivery Group Industry Day

David Sidebottom, passenger director, will be taking part in a panel discussion on how to build...
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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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The Institution of Railway Operators

Guy Dangerfield, passenger issues manager, will be presenting Passenger Focus’s findings on...
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Board meeting minutes – November 2014

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Board meeting minutes – February 2014

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Board meeting minutes – November 2013

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Board meeting minutes – September 2013

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Board meeting minutes – September 2014

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Board meeting minutes – May 2014

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Suffolk Transport Forum

Linda McCord, passenger manager, will be presenting Passenger Focus bus research and work at...
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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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New chair of Passenger Focus announced

The Department for Transport have today announced the appointment of Jeff Halliwell as chair of...
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Road user director application pack – December 2014

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Passenger Focus Board member application pack – December 2014

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Framework agreement between the Department for Transport and Passenger...

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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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UK Bus Summit

Anthony Smith, chief executive, will be at the UK Bus Summit, chairing the session ‘Supporting...
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Govia Thameslink Railway and Great Northern Stakeholder Forum

Linda McCord, passenger manager, is chairing Govia Thameslink Railway and Great Northern...
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St Albans County Council’s Local Services Scrutiny Committee meeting

Linda McCord, passenger manager, will be presenting at St Albans County Council’s Local Services...
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Longer distance journeys: are we well connected?

Please click the link below to download the presentation slides from this...
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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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Passenger Focus appoints roads advisors to help prepare for new remit

Passenger Focus has just appointed Geoff Dunning and David Leibling to act as temporary, part-time...
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London Midland Stakeholder Forum

Linda McCord, passenger manager, is presenting Passenger Focus research at London Midland...
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Presentation to Go-Ahead Group executive

Linda McCord, passenger manager, is presenting the Spring Bus Passenger Survey 2014 results to the...
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TravelWatch Isle of Man Public Meeting

Recent Passenger Focus publications will be distributed at this event.
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Representing the road user

This event will discuss the impact of the Office of Rail Regulation and Passenger Focus’s new...
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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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Suffolk Rail Conference

Linda McCord, passenger manager, will be presenting Passenger Focus research at the Suffolk Rail...
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Door to Door Conference

David Sidebottom, passenger team director, will be speaking about the passenger perspective of...
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Liberal Democrat Conference

David Sidebottom, passenger team director, will be speaking at a fringe event in Glasgow alongside...
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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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National Rail Conference – implementation of HS2

Anthony Smith, Passenger Focus’s chief executive, will be speaking at the National Rail...
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Passenger Focus Board Meeting, London – September 2014

There will be a Passenger Focus Board meeting held at Fleetbank House, London on...
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September 2014 Board Meeting papers

Papers for the Board Meeting held in London on 10 September 2014.
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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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Train operator customer relations manager meeting

Passenger Focus managers, Linda McCord and Katie Armstrong, will be presenting and discussing...
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Norfolk Bus Forum public meeting

Linda McCord, passenger manager, will be presenting Passenger Focus’s bus research at the Norfolk...
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British Transport Police meeting

Linda McCord, passenger manager, will be presenting the latest National Rail Passenger Survey...
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Final signed minutes – February 2013 Board meeting

Final signed minutes of the Board meeting held in London on Wednesday 13 February 2013.
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National Rail Passenger Survey presentation

Linda McCord, passenger manager, and David Greeno, senior passenger researcher, will be presenting...
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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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August edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Passenger Focus annual report and accounts 2013-14

Passenger Focus (the operating name of the Passengers' Council) annual report and and accounts...
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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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Network Rail penalty: Passenger Focus response

Anthony Smith, chief executive, Passenger Focus said: “Our research confirms what many...
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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 (NRPS) Spring 2014 – User Guidance...

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Manchester user group workshop

The event is part of this year’s round of user group workshops. The theme will be...
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Northern and TransPennine Express (TPE) franchise renewal – get your...

The Department for Transport (DfT) will be holding three public consultation meetings for the new...
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Northern and TransPennine Express (TPE) franchise renewal – get your...

The Department for Transport (DfT) will be holding three public consultation meetings for the new...
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Northern and TransPennine Express (TPE) franchise renewal – get your...

The Department for Transport (DfT) will be holding three public consultation meetings for the new...
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Passenger Transport Executive Group Safety Forum

David Beer, passenger executive, will be presenting the Bus Passenger Survey results at the...
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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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Marketforce’s 20:20 Customer Experience Summit

Ian Wright, head of research, will be chairing the 20:20 Customer Experience Summit over the two...
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ATCO summer conference/training event

Mike Bartram, Passenger Focus policy adviser, will be attending the Association of Transport...
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Transport Ticketing Central Europe Conference

Ian Wright, head of research, will be speaking at the Transport Ticketing Central Europe conference...
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European Training Centre for Railways

Ian Wright, head of research, will be speaking at the European Training Centre for Railways’...
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OXERA roundtable

Ian Wright, head of research, will be taking part in the OXERA roundtable discussion to talk about...
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Milton Keynes Bus user group Members’ meeting

Matthew Andrews, passenger team executive, will be one of the panel members at the Milton Keynes...
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UK Light Rail Conference 2014

Keith Bailey, Passenger Focus senior research adviser, will be presenting at the UK Light Rail...
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Scottish Major Events Seminar agenda – 12 June 2014

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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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TransPennine plus launch itinerary

David Sidebottom, passenger team director, will be speaking at the TransPennine plus launch of its...
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Stakeholder reception and Board Meeting

We will be holding a stakeholder reception, 14 May 2014 from 17.00 - 18.30 at our Piccadilly Gate...
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May 2014 Board Meeting papers

Papers for the Board Meeting held on 15 May 2014 in Manchester
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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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Norfolk Bus Forum

Linda McCord, passenger manager, will be presenting the Bus Passenger Survey results at the Norfolk...
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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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Bedford Area Bus User Society AGM

Linda McCord, passenger manager, will be presenting an overview of Passenger Focus research and...
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European Bus Forum 2014

Linda McCord, Passenger Focus’s passenger manager, will be chairing the European Bus Forum in...
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April edition of Passenger Voice now out

Passenger Voice is our monthly e-newsletter which highlights some of our work on behalf of...
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Passenger Focus welcomes extension of its remit to include road users

Anthony Smith, chief executive of Passenger Focus, said:“We welcome the extension of our role and...
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Exeter user group workshop

The event is part of this year’s round of user group workshops. The theme will be...
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Abergavenny user group workshop

The event is part of this year’s round of user group workshops. The theme will be...
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York user group workshop

The event is part of this year’s round of user group workshops. The theme will be consultation,...
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Birmingham user group workshop

The event is part of this year’s round of user group workshops. The theme will be consultation,...
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London user group workshop 2014

The event is part of this year’s round of user group workshops. The theme will be consultation,...
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Appendix 3 – Preferred Supplier List quantitative questionnaire

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Appendix 1 – Preferred Supplier List terms and conditions

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Passenger Focus’s website – tell us what you think

To help us ensure we are delivering a website users require, Passenger Focus would like to hear...
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Rail Safe Wales – Student film competition

University students from across Wales have been taking part in a competition to make a short film...
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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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Manchester user group workshop 2014

The event at our Manchester office is part of this year’s round of user group workshops. The...
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ESOMAR debate – London

Ian Wright, Passenger Focus's head of research, will be one of the panel members for the discussion...
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Passenger Focus workplan 2014-15

Passenger Focus is the statutory, independent, watchdog for Britain’s rail passengers and, except...
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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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Tram Passenger survey publication event

We will be publishing the results of the Tram Passenger Survey at a briefing event in Manchester....
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Coventry Voluntary Multilateral Agreement Partnership meeting

Robert Samson, Passenger Focus passenger manager, will be presenting Passenger Focus’s bus...
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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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March 2014 Rail Technology Magazine: Get smart – the benefits of...

Louise Hall, senior researcher adviser at Passenger Focus, writes about the benefits of smart...
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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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Kent Community Rail Project Stakeholder event

Linda McCord, Passenger Focus's senior passenger manager, will be presenting Passenger...
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Passenger Focus Board Meeting, London – February 2014

There will be a Passenger Focus Board meeting held at Fleetbank House, 2-6 Salisbury Square, London...
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Railfuture Beds and Herts meeting

Linda McCord, Passenger Focus senior passenger manager, is attending a Railfuture Beds 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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Institution of Rail Operators annual lunch

David Sidebottom, Passenger Focus's acting chief executive, will be speaking at the Institution of...
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Round table discussion with Which? on regulatory reforms

David Sidebottom, Passenger Focus's acting chief executive, will be attending a round table...
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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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Office of Rail Regulation Board

Passenger Focus’s chairman, Colin Foxall CBE; acting chief executive, David Sidebottom; and head...
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Transport Ticketing and Information conference

David Sidebottom, Passenger Focus's acting chief executive, will be one of the panel members for...
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February 2014 Board Meeting papers

Papers for the Board Meeting held on 13 February 2014 in London
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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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Revenue Protection Seminar

Jocelyn Pearson, Passenger Focus passenger issues manager, will be speaking at the Revenue...
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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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January 2014 Coach & Bus Week: Passenger Focus on punctuality and...

Coach & Bus Week features our Bus punctuality and timetables research. The article also...
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TravelWatch NorthWest conference, Warrington

David Beer, passenger executive, will be one of the speakers at the TravelWatch North West...
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January 2014 Passenger Transport: Lowest overall increase in rail fares...

David Sidebottom, acting chief executive of Passenger Focus, comments on January's...
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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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Stakeholder Survey Results 2013

Nearly three quarters of people are happy with the work that we do and almost nine in ten agree...
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December 2013 routeone: ‘Too strict’

Routeone feature on our response to the Senior Traffic Commissioner's consultation on bus...
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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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December 2013 Rail Professional: On time? Give us the facts!

Anthony Smith writes for the 'in the passenger seat' section, on punctuality data. Download the...
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Recruitment and Selection Policy

This document sets out Transport Focus's policy on recruitment and selection.
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Passenger Focus conference and reception, Cardiff – November 2013

Passenger Focus held a conference and evening reception at Cardiff’s Millennium Centre on...
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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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November 2013 Board Meeting papers

Papers for the Board Meeting held on 14 November 2013 at the Wales Millennium Centre in Cardiff
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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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Cardiff Conference agenda

Agenda for the Passenger Focus conference to be held 13 November at the Wales Millennium Centre
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October 2013 Rail Magazine: Fares increases capped as DfT considers...

Anthony Smith, chief executive of Passenger Focus, comments on the fare rise cap as...
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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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National Rail Conference 2013

Anthony Smith, chief executive of Passenger Focus, will be speaking at the National Rail Conference...
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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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Edinburgh conference presentations

Passenger Focus held a conference and reception in Edinburgh on 11 September 2013. Guest speakers...
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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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Passenger Focus conference, reception and Board meeting, Edinburgh –...

  Passenger Focus is holding a conference and evening reception in Edinburgh’s City Art...
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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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September 2013 Board Meeting papers

Papers for the Board Meeting held on 12 September 2013 at the Carlton Hotel in Edinburgh
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September 2013 Board Meeting agenda

Agenda for the Passenger Focus Board Meeting to be held 11 September in The Carlton...
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Edinburgh Conference agenda

Agenda for the Passenger Focus conference to be held 11 September in Edinburgh's City Art Centre
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Presentations to the July 2013 Passenger Focus Board meeting

The presentations looked at passenger needs, expectations and aspirations for public transport in...
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Passenger Transport July 2013: Rail passenger satisfaction dips

Passenger Transport writes a feature about the National Passenger Survey Spring 2013
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July 2013 Rail Professional: Editors note – boosting the passenger...

Lorna Slade Editor of Rail Professional magazine talks about Passenger Focus’s latest work on...
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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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July 2013 Board meeting – agenda

Agenda for Passenger Focus Board meeting on Thursday 11 July 2013 in Bristol
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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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First Bus passenger panel

Linda McCord, Passenger Focus passenger manager, will be speaking at First Bus passenger panel in...
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Northampton Rail User Group

Linda McCord, Passenger Focus passenger manager, will be speaking at Northampton Rail User Forum on...
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May 2013 Collection Point: Passenger Focus

Anthony Smith discusses Passenger Focus' roll within the industry and current issues with public...
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Passenger Focus Board Meeting, Bristol – July 2013

There will be a Passenger Focus Board meeting held in Bristol on Thursday 11 July...
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Draft Annual Report 2012-13

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Passenger Focus Board Meeting, Manchester – May 2013

There will be a Passenger Focus Board meeting held at Piccadilly Gate in rooms G35/37, Manchester...
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May 2013 Board meeting papers – Part E – Corporate affairs

Corporate matters for discussion and/or approval. Includes: Minutes of Audit Committee...
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May 2013 Board meeting papers – Part D – Review of passenger and...

Review of passenger and industry facing work for quarter four. Includes: National Passenger...
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May 2013 Board meeting papers – Part C – Review of national...

Review of national passenger issues for quarter four. Includes: franchising, disruption, fares...
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May 2013 Board meeting papers – Part B – Chief executives work...

Chief executive's workplan report for the May 2013 Board meeting held in Manchester. Includes:...
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May 2013 Board meeting papers – Part A – May 2013 minutes and...

Minutes of the Board meeting held on Wednesday 13 February 2013 in London and...
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May 2013 Board Meeting – Agenda

Agenda for Passenger Focus Board meeting held on Thursday 16 May 2013 in Manchester.
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Have your say on the draft Passenger Focus work plan

Passenger Focus is the independent, official consumer watchdog for Britain’s rail passengers and...
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The work of Passenger Focus

Anthony Smith, Passenger Focus chief executive will be presenting at the Charted Institute of...
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Draft Passenger Focus work plan

Passenger Focus is the independent, official consumer watchdog for Britain’s rail passengers and...
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Passenger Focus Board Meeting – London

There will be a Passenger Focus Board meeting held at St Bride Foundation, Bride Lane, Fleet...
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February 2013 Board meeting papers – Part E – Corporate affairs

Corporate matters for discussion and/or approval. Includes: Minutes of Audit Committee of 16...
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February 2013 Board meeting papers – Part D – Review of passenger...

Review of passenger and industry facing work for quarter three 2012-2013. Includes: Forthcoming Bus...
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February 2013 Board meeting papers – Part C – Review of national...

Review of national passenger issues for quarter three 2012-2013. Includes: franchising,...
Read more

February 2013 Board meeting papers – Part B – Chief executives...

Chief executive's workplan report for the February 2013 Board meeting held in London....
Read more

February 2013 Board meeting papers – Part A – November 2012...

Minutes of the Board meeting held on Wednesday 14 November 2012 in Manchester and current...
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February 2013 Board meeting – Agenda

Agenda for Passenger Focus Board meeting held on Wednesday 13 February 2013 in London.
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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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Passenger Focus Preferred Supplier List (PSL) – Frequently Asked...

Passenger Focus is establishing a preferred supplier list (PSL) which will provide a list of...
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Passenger Focus Board Meeting – London

There will be a Passenger Focus Board meeting held at One Drummond Gate, Pimlico, London...
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Final signed minutes – September 2012 Board meeting

Final signed minutes of the Board meeting held on 19 September 2012 in London.
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Tender for Passenger Focus research – Preferred Supplier List (PSL)

Passenger Focus is establishing a preferred supplier list (PSL) which will provide a list of...
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Passenger Focus Board Meeting – Manchester

There will be a Passenger Focus Board meeting held at Piccadilly Gate, Manchester on...
Read more

Final signed minutes – May 2012 Board meeting

Final signed minutes of the Board meeting held on 16 May 2012 in Manchester.
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Final signed minutes – February 2012 Board meeting

Final signed minutes of the Board meeting held on 22 February 2012 in London.
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Final signed minutes – November 2011 Board meeting

Final signed minutes of the Board meeting held on 9 November 2011 in Manchester.
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Final signed minutes – September 2011 Board meeting

Final signed minutes of the Board meeting held on 14 September 2011 in London.
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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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Passenger Focus Board Meeting – Manchester

There will be a Passenger Focus Board meeting held at Piccadilly Gate, Manchester on...
Read more

November 2012 Board meeting papers – Part E – Corporate affairs

Corporate matters for discussion and/or approval. Includes: Minutes of Audit Committee...
Read more

November 2012 Board meeting papers – Part D – Review of passenger...

Review of passenger and industry facing work for quarter two 2012-2013. Includes: National...
Read more

November 2012 Board meeting papers – Part C – Review of national...

Review of national passenger issues for quarter two 2012-2013. Includes: franchising, disruption...
Read more

November 2012 Board meeting papers – Part A – September 2012...

Minutes of the Board meeting held on Wednesday 19 September 2012 in London and current Board...
Read more

November 2012 Board meeting papers – Part B – Chief executives...

Chief executive's workplan report for the November 2012 Board meeting held in Manchester. Includes:...
Read more

November 2012 Board meeting – Agenda

Agenda for Passenger Focus Board meeting held on Wednesday 14 November 2012 in Manchester.
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Passenger Focus response to NEXUS Tyne and Wear region draft bus strategy...

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September 2012 Board meeting papers – Part E – Corporate...

Corporate matters for discussion and/or approval. Includes: Minutes of Statistics Governance...
Read more

September 2012 Board meeting papers – Part D – Review of passenger...

Review of passenger and industry facing work for quarter one 2012-2013. Includes: National...
Read more

September 2012 Board meeting papers – Part C – Review of national...

Review of national passenger issues for quarter one 2012-2013. Includes: franchising, disruption...
Read more

September 2012 Board meeting papers – Part B – Chief executives...

Chief executive's workplan report for the September 2012 Board meeting held in London. Includes:...
Read more

September 2012 Board meeting papers – Part A – May 2012...

Minutes of the Board meeting held on Wednesday 16 May 2012 in Manchester and Board action matrix...
Read more

September 2012 Board meeting – Agenda

Agenda for Passenger Focus Board meeting held on Wednesday 19 September 2012 in...
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Single Equality Scheme and Action Plan 2012 – 2013

As part of the Equality Act, a new public sector equality duty came into force in April 2011. ...
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Passenger Focus Annual Report and Accounts 2011-2012

Passenger Focus (the operating name of the Passengers' Council) Annual Report and and Accounts...
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National Passenger Survey Spring 2012 – Pre-release access list –...

This document lists who was given pre-release access to the National Passenger Survey (NPS) results...
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National Passenger Survey Spring 2012 – 24 hour pre-release access...

This lists who was given pre-release access 24 hours in advance of publication in order to comment...
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Southeastern franchise Excel summary – May 2012

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May 2012 Board meeting papers – Part A – February 2012 minutes...

Minutes of the Board meeting held on Wednesday 22 February 2012 in London and Board action matrix...
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May 2012 Board meeting papers – Part E – Corporate affairs

Corporate matters for discussion and/or approval. Includes: Minutes of Remuneration Committee of...
Read more

May 2012 Board meeting papers – Part C – National passenger...

Review of national passenger issues for quarter four 2011-2012. Includes: franchising, disruption...
Read more

May 2012 Board meeting papers – Part B – Workplan report

Chief executive's workplan report for the May 2012 Board meeting held in Manchester. Includes:...
Read more

May 2012 Board meeting papers – Part D – Passenger and...

Review of passenger and industry facing work for quarter four 2011-2012. Includes: train operating...
Read more

May 2012 Board meeting – Agenda

Agenda for Board meeting held on Wednesday 16 May 2012 in Manchester.
Read more

Passenger Focus work plan 2012-2013

Passenger Focus has a number of longer-term aspirations. This work plan represents the first step...
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Work Plan 2012-2013

Passenger Focus has a number of longer-term aspirations. This work plan represents the first step...
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Official statistics – NPS – Pre-release access lists –...

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Passenger Focus response to Government’s Red Tape Challenge

General comments: Passenger Focus recognises the drive towards increasing efficiency. Inefficiency...
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Passenger Focus response to ORRs consultation on competition

Dear Mr Quill The potential for increased on-rail competition Thank you for the opportunity to...
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Passenger Focus response to the rail industry’s Initial Industry...

This document provides Passenger Focus’s response to the rail industry’s Initial Industry Plan...
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Passenger Focus response to the rail industry’s Initial Industry...

This document provides Passenger Focus’s response to the rail industry’s Initial Industry Plan...
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Passenger Focus response to Open Data Consultation

The fundamental issue for passengers stems from the fact that information enables choice and...
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Passenger Focus response on the proposed changes to ticket office opening...

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InterCity West Coast rail franchise – a summary of Passenger Focus...

The InterCity West Coast franchise – currently operated by Virgin Trains – is to be...
Read more

Passenger Focus statement of compliance with the Code of Practice for...

This statement sets out Passenger Focus’s operational arrangements for compliance with the Code...
Read more
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