Passenger Group

Background Information

Railfuture's Passenger Group deals with issues on the passenger rail network. It aims to build strong links with Train Operating Companies (TOCs), Department for Transport (DfT), Rail Delivery Group (formerly ATOC), Office of Rail and Road (ORR), Transport Focus (TF), London TravelWatch (LTW), Rolling Stock Leasing Companies (RoSCos), local authorities and other rail industry partners.

The aim is to identify and publicise good practice in the rail industry and identify the top issues which affect the full range of rail passengers. Encouraging more support for rail, and the retention, improvement and growth of services for users and to encourage non-users to switch to rail.

Passengers - What We Do For Passengers

Passengers' issues:
  • Punctuality/reliability
  • Fares and ticketing
  • Disruption management
  • Service Quality
There is a range of responsibilities within the group:
Allison Cosgrove - Head - allison.cosgrove at railfuturescotland.org.uk
Nick Lewis - Secretary - nick.lewis at railfuture.org.uk
Don Peacock - Treasurer - don.peacock at railfuture.org.uk

European Passenger Group - Ian Brown CBE FCILT - ian.brown at railfuture.org.uk
Access issues - Graham Collett - graham.collet at railfuture.org.uk
Station Facilities - Nick Lewis / Ann Hindley
Consultations - Steve Wright - steve.wright at railfuture.org.uk

Railfuture representative at European Passengers' Federation - Dennis Fancett - chair at senrug.co.uk

You can also follow the Passenger Group on Twitter @RailfuturePsngr

See National and Regional Passenger Bodies as at June 2023.

TOC Liaisons

Train Operating Company             Name                    Branch             Email
West Coast Partnership (Avanti WC)  Trevor Bishop           North West         trevor.bishop at railfuture.org.uk
Chiltern Railways                   Nigel Phillips          Thames Valley      appletrees at btinternet.com
Cross Country                       Steve Wright            West Midlands      steve.wright at railfuture.org.uk
East Coast (LNER)                   Allison Cosgrove        Scotland           scotland at railfuturescotland.org.uk
East Midlands (E. Midlands Railway) David Harby             East Midlands      david.harby at railfuture.org.uk
Elizabeth line (formerly TfL Rail)  vacancy                 London & SE        londonandsoutheast at railfuture.org.uk
Essex Thameside (c2c)               vacancy                 London & SE        londonandsoutheast at railfuture.org.uk
Greater Anglia                      Chris Burton            East Anglia        chris.burton at railfuture.org.uk
Greater Western (GWR)               vacancy
Heathrow Express                    vacancy                 London & SE        londonandsoutheast at railfuture.org.uk
Integrated Kent (Southeastern)      Chris Fribbins          London & SE        chris.fribbins at railfuture.org.uk
London Overground (ARL)             Roger Blake             London & SE        roger.blake at railfuture.org.uk
London Underground                  vacancy                 London & SE        londonandsoutheast at railfuture.org.uk
Merseyrail                          Trevor Bishop           North West         trevor.bishop at railfuture.org.uk
Northern Trains                     Nina Smith              Yorkshire          nina.smith at railfuture.org.uk
Scotland (ScotRail)                 vacancy                 Scotland           scotland at railfuturescotland.org.uk
South West (South Western Railway)  Bruce Duncan            Wessex             bruce.duncan at railfuture.org.uk
Thameslink/Southern/Great Northern  Neil Middleton          London & SE        neil.middleton at railfuture.org.uk
(Govia Thameslink Railway)
TransPennine Trains                 Andrew Dyson            Yorkshire          andrew.dyson at railfuture.org.uk
Transport for Wales Rail Services   Richard Wilcock         Wales              sowerby01 at yahoo.co.uk
West Midlands Trains                Colin Major             West Midlands      colin.major at railfuture.org.uk

Eurostar                            Jerry Alderson          East Anglia        jerry.alderson at railfuture.org.uk

Open Access Operators

Grand Central (Arriva)
Grand Union Trains
Hull Trains (First Group)
Lumo (First Group)

Disruption Study

The Passenger Group carried out a review of disruption handling, seeking input from passengers as well as the rail industry and our own membership. How disruption is handled, both planned and unplanned, remains one of the top concerns for passengers in complaints, stakeholder engagement and national surveys. There is often a focus on the negative side of disruption but equally there are examples of good practice that should be shared across the rail industry, and pioneering work among the train operating companies and Network Rail.

Across the UK there are Railfuture TOC liaisons and together with branches, there was a ‘call for evidence’ to rail passengers and the rail industry with an online survey on the Railfuture web site. A final report has been produced based on the responses, and issues raised during the Christmas 2014 planned works, looking at the reasons for disruption and how it is handled. This raises a number of questions for the rail industry and has been widely distributed.

View or download a PDF version of the final Disruption Report.