Safe and satisfied passengers

2025-26 Commitments

A journey to passenger satisfaction

To ensure safe and satisfied passengers, we're working on areas such as trespass, station risks, and over-speeding. Through standardised signage, risk-based frameworks, new standards, and decision support tools, we'll help the industry. We will also develop guidance about tackling emissions at stations. View the roadmap and scroll to explore our detailed plan.

The problem and our approach

The impact of disruption on passenger satisfaction is well-recognised.

Good performance is essential for passenger satisfaction. We will address the root causes of poor performance, such as trespassing, over-speeding incidents, and runaway vehicles.

Passengers also prefer a pleasant travel environment. We will concentrate on guidance to improve air quality at stations and reducing risks to customers and staff at these locations.

2025-26 Commitments

We will:

improve trespass prevention by developing, testing, and recommending standardised signage. Clear, consistent, and well-placed signage can help to reduce trespass incidents. Guidance will include advice on optimal placement to effectively deter trespassing.
help protect the health of both passengers and staff and inform policy development. We will give clear guidance so that industry can improve air quality at stations. The Air Quality Monitoring Network and our research give valuable insights into the sources of emissions as well as how to lower them. We will use these to produce Consolidated Air Quality Plans for stations.
lessen risks to customers and staff. A gap analysis found inconsistencies in current mandatory practices for inspection of workplaces at stations. We will establish a framework that is suitable and sufficient. Duty holders will be able to use this to take a risk-based and proportionate approach. Our work will include formal guidance, an example template, and criteria to help duty holders demonstrate they meet their legal duties.
address the important safety issue of recent over-speeding incidents, which risk the derailment of passenger trains. We will publish a new standard for speed restriction management. This will have a consistent process and will cut the costs of incident recovery and investigation. Our research will focus on sharing safety-related information and best practices.
address the serious safety risk from runaway vehicles in worksites. We will enable the introduction of new technology by delivering a new decision support tool to help lessen this safety risk.