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. If you have received a response from the train company and remain unhappy, you may also contact the Rail Ombudsman to raise your complaint with them.

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.

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.

We understand that crowding on the railway network (whether on trains or in stations) can be unpleasant and does not always meet passenger expectations of the service. The rail industry has commissioned new research into the health, safety and wellbeing effects of crowding on trains and in stations which is currently underway. We welcome this and we will take the findings of this independent research into account when it is completed in spring 2019 before we further update our crowding position statement.

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.