Rail passenger experience

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

Guidance and regulation

  1. Passenger travel to the EU by air, rail or sea after Brexit
  2. Passenger consumer rights when travelling to the EU after Brexit
  3. Passenger compensation: train companies' actions to improve passenger awareness
  4. Transport Focus: operational management statement
  5. Thameslink rolling stock project
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News and communications

  1. Rail Review moves forward as call for evidence launches
  2. Rail update: Govia Thameslink Railway
  3. Automated design for a more efficient railway: apply for funding
  4. Transport Secretary gives seal of approval to multi-million pound Liverpool Lime Street upgrade
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Research and statistics

  1. Freight rail usage, July to September 2018: freight moved, freight lifted, normalised freight delay
  2. Passenger rail usage, July to September 2018: passenger, journeys and revenue
  3. Passenger rail service complaints, appeals, NRE: April to June 2018
  4. Passenger rail usage, April to June 2018: passenger, journeys and revenue
  5. Rail delays and compensation 2018
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Policy papers and consultations

  1. Alternative Dispute Resolution requirements and draft licence modification
  2. Rail sector: modifying complaints handling so as to mandate Alternative Dispute Resolution scheme membership
  3. Williams Rail Review
  4. Disabled People's Protection Policy: guidance changes for train and station operators
  5. Future of mobility call for evidence
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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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