Research and analysis

Rail passenger ticket purchasing behaviour and preferences

Explores purchasing behaviour and preferences of rail passengers in England with a focus on vulnerable groups.

• From: Department for Transport
• Published: 26 September 2024

Applies to England

Documents

Ticket purchasing behaviour and preferences among rail passengers

PDF, 2.31 MB, 93 pages

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Ticket purchasing behaviour and preferences among rail passengers: technical report

PDF, 385 KB, 21 pages

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Details

The findings from research into the purchasing behaviour and preferences of rail passengers in England from fieldwork conducted during February and March 2023. It focuses on vulnerable groups, including those who:

• need to use cash
• do not have a bank account or internet access
• may have low digital confidence
• are disabled

The report also examines difficulties these groups of rail passengers may face in accessing digital ticketing.

Evidence provided in the report includes:

• rail passengers’ preferred ticket purchasing methods and the ones they use
• the role of station retailing facilities for ticket purchasing
• how internet access and digital confidence may influence passengers’ purchasing behaviour and preferences
• views on possible future use or uptake of different ticket retailing options, including upgraded ticket vending machines, Pay As You Go, online and off-station retailing
• the difficulties that some groups may face in accessing the different ticket retailing options

The methodology aimed to provide a representative sample of rail users in England, covering all regions and train operating companies.

Published 26 September 2024