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thetrainline.com satisfaction data

Transport Focus conducts extensive rail passenger satisfaction surveys.

No NPS satisfaction data available for thetrainline.com — the survey only collects data from rail operators.

thetrainline.com complaints data

Transport Focus assists passengers in resolving complaints with train companies through an appeals process.

Transport Focus handled 55 complaint appeals in 2016 about thetrainline.com.

Using this graph you can explore the appeals to thetrainline.com.

Top five reasons for complaint appeals in 2016

We label each complaint appeal based on what it is about. Each can have more than one reason and therefore the number of reasons will normally be more than the number of appeals. We have more reasons available for analysis in complaints data explorer.

2009 2010 2011 2012 2013 2014 2015 2016 2017
Fares, retailing and refunds 111 127 92 57 43 39 35 46 11
Complaints handling 72 111 65 10 21 8 11 23 6
Train service performance 6 8 15 3 5 3 4 7 2
Quality on train 3 2 2 1 0 0 1 2 2
Staff conduct and availability 9 6 2 5 2 1 3 2 2

Complaint appeals relating to:

Fares, retailing and refunds 46 This is up 31% on the previous year
Complaints handling 23 This is up 109% on the previous year
Train service performance 7 This is up 75% on the previous year
Quality on train 2 This is up 100% on the previous year
Staff conduct and availability 2 This is down 33% on the previous year