Railways: Overcrowding

Great British Railways will have a duty to promote high standards of performance, and will be relentless in delivering for passengers, freight customers and taxpayers across the country. If passengers encounter any issues, they will be able to raise these with GBR in the first instance. The Passenger Watchdog will ensure all passengers have access to a fair and independent alternative dispute resolution service (the Rail Ombudsman) to resolve disputes with operators where passengers have been let down.

For the first time, we have made station-specific performance information available to passengers. This shows reliability and punctuality at each station, rather than aggregated averages by operator or region. Providing this transparency allows the public to hold us to account and will help rebuild trust as we tackle the root causes of delays and cancellations.