Passenger Focus - Articles and news items

Passengers are ecstatic over eTickets

Rail industry news / 28 March 2017 /

Over one million mobile-friendly eTickets have been sold to train travellers since their launch six months ago.

On-board infotainment: choose the profitable route

Railway Extra, Z Homepage promo / 3 March 2017 /

GoMedia managing director Roger Matthews explores how train operators should take advantage of their on-board infotainment system to drive ancillary revenue and form deeper relationships with passengers.

Survey reveals a rise in UK rail passenger satisfaction

Rail industry news / 27 January 2016 /

The latest National Rail Passenger Survey has revealed a rise in overall rail passenger satisfaction during 2015 but commuter rail services are holding the recovery back.

Figures reveal 94 percent satisfaction for Grand Central Railway

Rail industry news / 26 June 2015 /

The Passenger Focus Spring 2015 National Rail Passenger Survey revealed a positive response for Grand Central Railway despite an overall drop in country-wide passenger satisfaction.

Passengers put Grand Central Rail in first place

Rail industry news / 28 January 2015 /

Grand Central Railway has once again been revealed as Britain’s highest-rated long distance train operator for customer satisfaction…

Millions of passengers benefit from over £220m in station improvements

Rail industry news / 14 March 2014 /

Transport Minister Baroness Kramer has officially unveiled a completely refurbished rail station for Wokingham…

New FGW franchise to build on improvements

Issue 6 2013 / 4 December 2013 /

Running services out of London Paddington, across the South and West of England and South Wales, the former Greater Western franchise began operating on 1 April 2006. Operated by First Group and branded as First Great Western, the network combines the previous Great Western Intercity, London and Thames Valley, and West Country regional franchises. A second, 23-month franchise agreement began on 14 October 2013.

The First Great Western story Running over 1,550 trains a day, First Great Western (FGW) manages 210 stations and calls at a further 60 across the South West network. First Group made the decision in 2011 not to take up a contractually permitted three-year extension to the franchise, with a view to retendering for a longer-term agreement.

The decision enabled the Department for Transport (DfT) to develop plans for a longerterm franchise that would benefit from and help to deliver a number of major schemes, including electrification of a significant part of the network, the completion of Crossrail and the introduction of the Intercity Express Programme bi-mode trains. First Group was shortlisted to submit a bid for this longer-term franchise, which was due to begin in July 2013 and run for 15 years, but this process was delayed following the decision in October 2012 by the DfT to pause its franchising programme.

Watchdog warns of up to 13% fare rises in 2012

Rail industry news / 16 August 2011 /

Rail passengers will face the first of three years of inflation-busting fare rises in January 2012…

The Focus is on punctuality

Issue 2 2011 / 6 April 2011 /

Passenger Focus is the independent consumer watchdog which, through its National Passenger Survey (NPS), provides a network-wide picture of passenger satisfaction with Britain’s rail services.

Overall, Passenger Focus’s NPS of more than 31,000 passengers reveals that overall satisfaction has been rising gradually over recent years – with 84% satisfied in Autumn 2010. For both the industry and government, the NPS results are a valuable tool which allows decision makers to pinpoint where there are problems, what services are working well and where funding needs to be directed.