Rail passenger experience

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

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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.

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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
• Minimum service levels for passenger railway services regulations
  • Guidance
  • 8 December 2023
  • Department for Transport
• Secretary of State for Transport's Ticketing and Settlement Agreement ticket office guidance
  • Guidance
  • 21 February 2023
  • Department for Transport

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News and communications

• Public ownership: railway passenger services
  • 4 December 2024
  • Department for Transport and DfT Operator Limited
  • Written statement
• 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

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Research and statistics

• Passenger rail performance: July to September 2024
  • 12 December 2024
  • Office of Rail and Road
  • National 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

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Policy papers and consultations

• RVAR 2010 exemption: Chiltern Railways passenger information system
  • 3 December 2024
  • Department for Transport
  • Open consultation
  • Closing date 07 January 2025
• 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
• Review of train operators’ revenue protection policies
  • 18 December 2024
  • Office of Rail and Road
  • Open call for evidence
• Draft Rail Reform Bill
  • 20 February 2024
  • Department for Transport
  • Policy paper

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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

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Organisations

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

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

• High Speed Two (HS2) Limited
• DfT Operator Limited