Rail passenger experience

Improving the rail passenger experience through investment, improved complaint handling and compensation schemes.

Guidance and regulation

  1. Passenger compensation: train companies' actions to improve passenger awareness
  2. Thameslink rolling stock project
  3. Transport Focus: operational management statement
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News and communications

  1. Transport Secretary gives seal of approval to multi-million pound Liverpool Lime Street upgrade
  2. Rail Review
  3. First new trains in £500 million northern investment unveiled by Northern Powerhouse minister
  4. Transport Secretary welcomes progress on East West Rail
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Research and statistics

  1. Passenger rail service complaints, appeals, NRE: April to June 2018
  2. Passenger rail usage, April to June 2018: passenger, journeys and revenue
  3. Rail delays and compensation 2018
  4. Passenger and freight rail performance: April to June 2018
  5. Rail passenger numbers and crowding on weekdays (RAI02)
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Policy papers and consultations

  1. Future of mobility call for evidence
  2. Rail sector: modifying complaints handling so as to mandate Alternative Dispute Resolution scheme membership
  3. The passenger rail public service obligation levy
  4. Rail sector: changes to complaints handling
  5. East Coast train operator assessment
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Transparency and freedom of information releases

  1. Train operating companies: Passenger’s Charter compensation
  2. Train operating companies: passenger charter compensation between 2009 to 2015
  3. Proportion of trains running on time
  4. Rail passenger miles
  5. Department for Transport passenger counts on overcrowded rail services
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