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Transport Focus conducts extensive rail passenger satisfaction surveys.
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.
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.
|Fares, retailing and refunds||111||127||92||57||43||39||35||46||11|
|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|