Rail passenger experience

Improving the rail passenger experience through investment, improved complaint handling and compensation schemes.

Get emails for this topic

Services

• Sea or rail carriers: pet travel required method of operation (RMOP)

  Fill in this RMOP form to get approval from APHA to transport pets or assistance dogs to England, Scotland or Wales.

See more services in this topic

Guidance and regulation

• Transport user personas: understanding different users and their needs
  • Detailed guide
  • 18 July 2023
  • Department for Transport
• Passenger travel to the EU by air, rail or sea
  • Detailed guide
  • 31 December 2020
  • Department for Transport
• Rail transport: domestic and cross-border operations
  • Detailed guide
  • 4 January 2021
  • Department for Transport
• Secretary of State for Transport's Ticketing and Settlement Agreement ticket office guidance
  • Guidance
  • 21 February 2023
  • Department for Transport
• Local experts to advise on future of Northern Rail
  • Guidance
  • 1 March 2020
  • DfT OLR Holdings Limited

See more guidance and regulation in this topic

News and communications

• New Chair appointed to drive forward major rail reform
  • 3 October 2024
  • Department for Transport
  • Press release
• Major breakthrough in rail dispute could signal end of national strikes
  • 14 August 2024
  • Department for Transport
  • Press release
• CrossCountry service performance
  • 9 August 2024
  • Department for Transport
  • Correspondence
• Public ownership of rail takes centre stage as government plans radical overhaul of transport
  • 18 July 2024
  • Department for Transport
  • Press release
• £50 million boost to transform public transport in Cornwall
  • 28 March 2024
  • Department for Transport
  • News story

See more news and communications in this topic

Research and statistics

• Delay compensation claims: 1 April 2024 to 20 July 2024 (Periods 1 to 4)
  • 24 October 2024
  • Office of Rail and Road
  • Official statistics
• Rail passenger ticket purchasing behaviour and preferences
  • 26 September 2024
  • Department for Transport
  • Research
• Communicating during travel disruption
  • 26 September 2024
  • Department for Transport
  • Research
• Rail passenger numbers and crowding on weekdays (RAI02)
  • 19 September 2024
  • Department for Transport
  • Statistical data set
• Rail passenger numbers and crowding on weekdays in major cities in England and Wales: 2023
  • 19 September 2024
  • Department for Transport
  • National statistics

See more research and statistics in this topic

Policy papers and consultations

• RVAR 2010 exemption: London Underground Limited Bakerloo line
  • 29 February 2024
  • Department for Transport
  • Closed consultation
  • Date closed 28 March 2024
• Williams-Shapps Plan for Rail: legislative changes to implement rail reform
  • 26 February 2024
  • Department for Transport
  • Consultation outcome
  • Date closed 04 August 2022
• Minimum service levels for passenger rail during strike action
  • 6 November 2023
  • Department for Transport
  • Consultation outcome
  • Date closed 15 May 2023
• Draft Rail Reform Bill
  • 20 February 2024
  • Department for Transport
  • Policy paper
• Great British Railways: Williams-Shapps plan for rail
  • 14 December 2023
  • Department for Transport
  • Policy paper

See more policy papers and consultations in this topic

Transparency and freedom of information releases

• Train operating companies: Passenger’s Charter compensation
  • 24 October 2024
  • Department for Transport
  • Transparency
• British Transport Police: an inspection of the service provided to the victims of crime
  • 20 May 2022
  • Department for Transport, HM Inspectorate of Constabulary and Fire & Rescue Services, and British Transport Police Authority
  • Corporate report
• Proportion of trains running on time
  • 30 July 2015
  • Department for Transport
  • Transparency
• Rail passenger miles
  • 8 June 2015
  • Department for Transport
  • Transparency

See more transparency and freedom of information releases in this topic

Organisations

• Department for Transport
• Centre for Connected and Autonomous Vehicles
• Department for Business & Trade
• HM Treasury
• Office for Veterans' Affairs

Show more organisations

• Animal & Plant Health Agency
• Cabinet Office
• Department for Education
• Department for Environment, Food & Rural Affairs
• Home Office
• Infrastructure and Projects Authority
• Ministry of Defence

• DfT OLR Holdings Limited
• High Speed Two (HS2) Limited