Rail research & publications


The passenger experience - summary report

Passenger Focus and the Office of Rail Regulation (ORR) wanted to understand the experience of passengers using the railway. We wanted to know how passengers plan their rail journeys and purchase tickets,...

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Passenger Assist journeys 2013

To research the effectiveness of the Passenger Assist service, which provides assistance to disabled passengers using the railway, mystery shoppers undertook the following 119 journeys and completed a...

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Passenger Assist summary report

It is important that passengers with disabilities can travel freely on the rail network. Passenger Assist (PA) is the system which disabled passengers use to book assistance and reservations on the national...

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Passenger Assist research presentation slides

It is important that passengers with disabilities can travel freely on the rail network. Passenger Assist (PA) is the system which disabled passengers use to book assistance and reservations on the national...

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Passengers’ feedback about Intercity East Coast

As part of our contribution towards the franchise renewal for Intercity East Coast services, the Department for Transport (DfT) asked Passenger Focus to gather feedback from passengers about their current...

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