Passenger Focus

Good to see Centro, the transport authority in the West Midlands, boosting fares information. We know from our research that some passengers have trouble finding out fares information (as indeed do some companies it appears). There have been steps forward. Many bus companies use adverts on their buses to push popular fares. But by the […]

Is this a relevant question? Surely as long as they get your there safely and on time does trust really matter? We think it does. After years of sustained investment by passengers and government the daily experience of many passengers has improved. Our ‘on the day’ National Rail Passenger Survey (NRPS) shows this1 as does […]

An odd phrase, but often used in the retail world about the difficulty of delivering a consistent, good service to customers in all circumstances. Getting front-line staff on message and positive can be difficult. Managers rarely see these staff in action, rarely get feedback apart from the odd complaint and compliment. Yet, it is often […]

Every year, around about this time, a strange, seasonal, large-scale shift takes place in the composition of rail passengers. More noticeable on longer-distance trains, but it must affect the whole network. Thousands of would-be students, often accompanied by a parent, visit potential universities and colleges around the country. They must number tens or even hundreds […]

Rainy day, dream away

Buses get a lot dirtier when it rains, passengers can’t see out of the windows and discarded newspapers are trodden on with dirty and wet feet. Passengers really notice this and satisfaction drops as a result. Talking to operators about our Bus Passenger Survey result, although there is slight improvement, passenger satisfaction with the condition […]

As we experience this balmy July weather, it is hard to remember that the country experienced such extreme weather last winter.  But Richard Brown’s Review,just published, is a reminder that we should not forget that they had severe impact on our transport system (and, of course, extreme hot weather can do the same). Such events […]

First recently took over the 41 route from Manchester to Sale via the universities with brand new, quality single-deck buses. I noticed that First were advertising £1 single fares and then saw that so were Stagecoach on their “Magic” buses. This is great news for occasional passengers. In Manchester in 2008 a single on a […]

This was the dilemma faced by a colleague earlier this week. She wanted to travel from Bewdley in Worcestershire to Manchester to attend a meeting at our office there. Using the Traveline Journey Planner an attractive option was to catch the 292 bus leaving Bewdley at 7.57am arriving in Ludlow in time to catch the train […]

Over 27,000 rail passengers throughout England, Scotland and Wales have voiced their opinions on their rail journeys. Passenger Focus has just published the Spring (February to April) 2014 ‘wave’ of the National Rail Passenger Survey. This is the 15th year that passengers have been involved in the Survey – this gives us a tremendous history […]

There is a big open-air car park opposite our office building on Store Street in Manchester. It is about a 10-minute walk from Piccadilly Gardens and only a couple of minutes from the station. It is usually pretty full, but there are often a few spaces left. The site was to have flats and a […]