Passenger Focus

In the midst of the often gloomy news I enjoy reading the Good Deed Feed in the Metro. Lots of simple, short stories where staff and passengers have helped each other. Lost tickets, fainting, lost phones and falling over – all human life is there. We know from our research that rail passengers really value […]

London Bridge is being rebuilt. This is causing major disruption to services to one of London’s busiest stations, especially at weekends. Therefore the normal weekend mantra of “check before you travel” becomes even more important. On Saturday 13 September I was going down to Sevenoaks to see my Dad for an hour or so. I […]

My research colleagues do a lot of work finding out why those passengers who say they are satisfied overall with their journey are happy. In other words which other answers most closely correlate to the overall satisfaction score. We know that the bus driver – their appearance, attitude and helpfulness can play a key role. […]

Bus passenger voice boosted!

Bus passengers across England (outside of London) are having their say. The autumn 2014 wave of our Bus Passenger Survey is underway. We expect over 44,000 passengers will take part, making it the biggest ever. The list of local authorities and bus companies taking part is set out below. In every area the money being […]

Our National Rail Passenger Survey is answered by about 63,000 passengers across Great Britain. It is a big enough sample to ensure good data for all train companies. We are able to cover about two or three routes (mostly three) within each. Everyone wants more detailed data to enable them to really identify where issues […]

Information Pride on the buses?

Getting information about services into passengers hands, especially when they are changed, is obviously key. Good to see a great example of that from Abellio in Surrey and sorry to see a very bad example in Manchester. Information can be made to reach relatively hard to reach spots – a colleague tells me: “When we […]

The debate about rural public transport will continue. Providing scheduled bus services to a thin timetable just does not seem to meet the needs of many rural and small-town passengers. Providing more dial-a-ride, or demand-responsive services (in industry jargon), seems like a sensible way forward. We have done a bit of work on this which […]

A question we often get asked. Bit difficult for a consumer organisation to answer as we cannot say: “Yes, 90 per cent or whatever is fine…”, but perhaps easier for passengers to answer. Delivering the promise contained in the timetable 100 per cent would be one answer. It is an important question as future investment […]

A friend of mine missed her train back up to London as the branch line service from Falmouth was late – the London train was not held. Very frustrating as that meant the next London train was heaving. First Great Western (FGW) answered her complaint in a great way: “Thank you for your email of […]