Complaints and suggestions about crowding on trains

ORR has a responsibility to ensure railway companies protect passengers from crowding health and safety risks. We also oversee a number of obligations that train and station operators have to their customers, including making sure the railway is accessible for all. As such, ORR takes passenger concerns about crowding seriously. However, where the safety risks from crowding are being well-managed and operators are meeting their obligations to customers, we do not have the powers to require further action.

DfT monitors the levels of crowding 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.

Complaints about crowding on trains or stations should first be addressed to the train or station operating company concerned. The 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. If you have received a response from the company and remain unhappy, you may also contact the Rail Ombudsman to raise your complaint with them.

If, however, you feel that we should be aware of a particular crowding issue, please contact our Customer Correspondence Team with details.

For further information see our section on station and train crowding