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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 43 complaint appeals in 2015 about thetrainline.com.

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

Top five reasons for complaint appeals in 2015

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
Fares, retailing and refunds 111 127 92 57 43 39 35 9
Complaints handling 72 111 65 10 21 8 11 4
Train service performance 6 8 15 3 5 3 4 2
Information 2 1 2 1 0 0 3 0
Staff conduct and availability 9 6 2 5 2 1 3 1

Complaint appeals relating to:

Fares, retailing and refunds 35 This is down 10% on the previous year
Complaints handling 11 This is up 38% on the previous year
Train service performance 4 This is up 33% on the previous year
Information 3 This is up 100% on the previous year
Staff conduct and availability 3 This is up 200% on the previous year