Rail passengers' complaints data shows focus on train punctuality

28 March 2013

New statistics published today on the regulator's data portal show that passengers' complaints continue to focus on train punctuality

Updated rail complaints data highlights that, between 1 October 2012 and 31 December 2012, rail passengers' complaints concentrated on train punctuality (42%), followed by complaints about the quality of facilities on-board the train (14%), and fares (14%).

Data also shows that the overall number of complaints has been steadily decreasing over the past decade – dropping from a high of 128 complaints per 100,000 journeys recorded at the end of 2002-03, to latest levels which stand at 33 complaints per 100,000 journeys in the last 12 months.

To view these statistics, visit ORR's National Rail Trends (NRT) Data Portal at: http://dataportal.orr.gov.uk

The NRT Data Portal gives everyone access to a wide range of rail statistics throughout the year. The NRT Data Portal holds information in one place and is easy to navigate. New data is uploaded onto the Portal each month.