Bus research & publications

What's the holdup - sample action plan

We regularly ask passengers if their buses turn up on time. We know from our Bus Passenger Survey that passengers are consistently less satisfied with the punctuality of their buses than they are with...


Transport integration in Scotland

Passenger Focus maintains that travel by public transport should be as easy as possible for passengers. We knew from previous research that many passengers are reluctant to make integrated journeys, as...


Customer complaint handling procedure (CCHP)

How we can help you – customer complaint handling procedure Passenger Focus is the independent watchdog set up by Government to protect the interests of Britain's rail passengers and England’s bus, coach...