Annual rail consumer report 2021


Our annual report focusing on the performance of train companies and Network Rail in the consumer areas we regulate.

6 July 2021

Our annual rail consumer report highlights the work that we have undertaken throughout 2020/21 to protect the interests of rail passengers and secure improvements across the consumer areas that we regulate:

  • ticket retailing and passenger rights
  • passenger information
  • accessibility
  • complaints handling and redress

The report highlights where progress has been made by train companies and Network Rail, and compares performance across train companies. We include examples of specific interventions that we have had with companies over the past year and set out our work plans for 2021/22.

Accessibility and inclusion

This graph shows a range of accessibility data for each operator. It includes data on booked assistance volumes, and satisfaction with booked assistance. It also shows accessibility complaints per 100,000 journeys and volume of alternative accessible transport booked. Alternative data tables are available.