Authored on
Animation transcript
Britain’s Railway in Numbers
Passenger rail service complaints
There were 133,003 complaints closed by train operators in the year ending March 2021
Letters now make up only 3.5% of all complaints sent compared with 77.6% via email or webform
Top three complaints categories Great Britain, 2020-21
Ticketing and refunds policy - 17.4%
Punctuality/reliability - 14.1%
Other ticket buying facilities - online / telesales