Complaints and suggestions about crowding on trains

Complaints about crowding on trains should first be addressed to the train operating company concerned. The train operator has a duty to respond to your concerns, explaining what went wrong and what they are doing to improve matters. If you remain dissatisfied you should contact Transport Focus (for transport outside the London area) or London TravelWatch (for transport inside the London area) as appropriate.

DfT monitors the levels of crowding at key stations and on the top 10 most crowded train services. They encourage train operating companies to plan their timetables to accommodate the passengers expected throughout the morning and evening peak periods. Separate regimes penalise operators for operating late trains or for services that do not meet the agreed timetable.

However, there are some specific situations, such as emergency evacuations, where we take a close interest in ensuring railway operators have plans to adequately manage the risks – see our main crowding on trains section.

Despite being uncomfortable, and at times making passengers feel unsafe, there is no conclusive evidence linking crowding on trains with anything other than low level health and safety risks to individual passengers. However, we continue to review the available evidence of links between overcrowded train and ill-health effects on passengers.  If, however, you feel that we should be aware of a particular crowding issue, please contact our Customer Correspondence Team with details. Your correspondence will be passed to our relevant safety team.

For further information see our section on crowding on trains or read our health and safety policy position on on-train crowding pdf icon PDF, 161 Kb.