Rail passengers’ complaints data published

22 March 2012

New statistics published today on the regulator’s data portal show that passengers’ complaints continue to focus on train performance.

Updated rail complaints data highlights that, between 1 October 2011 and 31 December 2011, rail passengers’ complaints concentrated on train performance (38%), followed by complaints about the quality of facilities on-board the train, (16%), and fares (15%).

Data also shows that the overall number of complaints has been steadily decreasing over the past decade - dropping from a high of 148 complaints per 100,000 journeys recorded in 2002-03 to latest levels which stand at 39 complaints per 100,000 journeys, up slightly from the record low in 2010-11 when 35 complaints per 100,000 journeys were recorded.

To view these statistics, visit ORR's National Rail Trends (NRT) Portal at: http://dataportal.orr.gov.uk

The NRT Portal – which now has over 1,000 subscribers - gives everyone access to a wide range of rail statistics throughout the year. The NRT Portal holds information in one place and is easy to navigate. New data is uploaded onto the Portal each month.