The future of rail: Improving the rail passenger experience Contents


Terms of Reference

List of acronyms and glossary


1 Introduction

Our “future of rail” series of inquiries

The challenging context for the passenger railway

Official measures of rail passenger satisfaction

This inquiry

This report

2 Thameslink, Southern and Great Northern franchise: what went wrong?

Size and complexity of the TSGN network

Structuring of the revenue aspects of the franchise

Problems immediately on handover

Early breach of performance benchmarks and the Remedial Plan

Poor industrial relations and strike action

3 TSGN—lessons for transparency and accountability

Could GTR be “stripped of the franchise”?

Temporary revised timetable; “official and unofficial industrial action”; and “force majeure”

Could a different operator run services more effectively?

Compensation for TSGN passengers

4 Passenger satisfaction and TOC performance measures

Measuring satisfaction: The National Rail Passenger Survey

Measuring performance: Public Performance Measure

Insufficient focus on overcrowding

5 Simpler, more transparent and fairer ticketing

Complexity and lack of transparency

“Smart” ticketing

Part-time season tickets

6 Better information for passengers and staff

Train companies’ websites and online apps

National Rail Enquiries

The wider benefits of Wi-Fi

Conclusions and recommendations

Formal Minutes


Published written evidence

List of Reports from the Committee during the current Parliament

© Parliamentary copyright

13 October 2016