Transport Focus is presented as an…
Transport Focus is presented as an independent watchdog for rail passengers, but my experience suggests its role is far more limited than many people would expect.I approached Transport Focus after exhausting all options with a rail retailer. While correspondence was polite and timely, the investigation focused narrowly on technical wording rather than the practical reality of the situation. Once it was determined that the retailer had stayed just within the letter of its own policy, Transport Focus declined to intervene, even though the outcome was clearly unreasonable from a passenger perspective.It became clear that Transport Focus cannot compel refunds, cannot challenge retailer processes, and will not apply judgement beyond strict policy interpretation. If your issue involves nuance, timing, or retailer behaviour rather than a clear rule breach, they are unlikely to help.Transport Focus may be useful for gathering data on systemic issues, but not for passengers looking for meaningful redress or advocacy in individual cases.
Paul
Delays for vouchers
Received a survey invitation in the post on Britain's roads and in return they allege to offer you a £10 gift voucher.During the survey process they confirm that you'll receive the voucher via email 30 minutes later.After 2 complaints, 3 phone calls and acomplete waste of my time and 10 hours later , I'm still waiting.So, this post has now being edited and it's the following day.I received the link to get my voucher at 2am in the morning.They are genuine but please could you not include within your survey that you'll get your voucher 30 minutes after submitting because it took me 17 hours to get mine.
Layla Song
When i had a penalty notice from SWR a…
When i had a penalty notice from SWR a few months ago asking me to pay 127 pds to settle out of court or otherwise in court and have to pay court fees on top of that if that option was chosen. I approached Transport Focus with the idea that initially i was told in some conversations with them that they can assist me challenge SWR unfair decision for just once not being able to show ticket because i threw it away after i got off train, and could get my money back that i paid of having to settle out of court with SWR (time elapsed while the conversations between me and SWR complaints team and later with Transport Focus after having reached the end with SWR, and had to pay the penalty notice of 127 pds to not having to go to court as the HM Revenue protection don't care about nothing but themselves, hence nowadays they hire everyone who is knowing nothing). Transport Focus told me a few days later after I put the evidence of conversation emails between me and SWR, call logs pictures and what i said here as well (the story that happened) that they "I’m sorry to hear that you’ve had to contact us due to your experience with South Western Railways (SWR)." and "I completely understand how frustrating and distressing this may be for you.". Finally the response was at the end of the 'caseworker' email from Transport Focus: "Please be advised, Transport Focus is not a legal entity and we do not offer legal support and from what we are given to understand, there is no opportunity to appeal a prosecution outside of the court, however, we are always happy to review an individual’s circumstances to see if there is anything we can do to help". So initially I'm told to put the evidence on Transport Focus email, discussed with them over phone that it can be challenged to get my money back possibly and now this "caseworker" says that they can't do nothing about it, with the lamentable excuses that they're sorry and they can do anything to 'help' and that they're not a legal entity. There is no point in saying that that's why i settled out of court and that they as an 'entity' would've been able to challenge it, but no, lamentable excuses are much better than complicate their role and job and truly 'help' customers that travel. Poor company, useless and wish they would dissolve and disappear, not fit for purpose that is said on their website or their role. Would deserve ---5 stars.
alexhill
Cold Calling Letter
I Have Just Seen a Bad Attempt at Cold Calling from Transport Focus, The Sent a Letter to an Unnamed Person at an Address I Suspect Was From a Long List They Haf Built!The Letter Insisted The Unnamed Person Had Received a Previous Letter From Them And Could Still Take Part In Their "This Strategic Roads User Survey" I Find It A Bit Strange They Would Use This Tactic, As They Are Part Of The Passengers' Council, I Could Expect This of "Jim and Dave" But Not Of The Passengers' Council!
Daren Hart
Unfit for purpose
As a regulator, Trasnport Focus appears unfit for purpose. I asked them to support me in my claim against Eurostar who not only completely ignored me for several months, but also refused to refund me when the French government closed their borders due to COVID. Their argument was that "the train was still running". Transportwatch effectively repeated the line of Eurostar and didn't argue the point with them. They did no more than I did. A lame duck indeed. The only positive point was that they were generally good at responding. It's no wonder that companies like Eurostar continue to operate and own the monopoly with impunity.
Marcello Leucci
Transport Focus Not Fit For Purpose !
'Passenger focus' Now 'Transport focus' during a lengthy email interaction for assistance on appalling treatment by Virgin East line trains was exasperating to say the least. Back and forth came the continual requests for Yet more and More information....
The person in question wanted an absurd amount of 'evidence' far more than was necessary to take this complaint further we felt showing little to no empathy leaving us re-victimised and feeling not listened to.
The evidence given was we felt 'ample' and clearly enough to base a valid complaint with the (Virgin) train company, but still our efforts to be taking seriously, and indeed feel as if Transport Focus was on (our) customers side was found wanting on every level we felt.
Clearly Transport Focus have a lot to learn from customers needs, requirements, and expectations when things go wrong with train companies in which they are paid to be the go-betweens (Watch dogs) and attempt to find a resolution to what we thought was to stop such abuses ? But clearly Not in our case.
Which begs the valuable question why do 'Transport Focus' exist at all? We found that they are absurdly Incapable and Do Not Fit the Purpose for which they are formed for the Rail Customers Needs is the experience we have Found through this lengthy process and waste of time.
UPDATE :- Transport Focus personnel dealing with our complaint decided to terminate our complaint with them after being informed of our Dissatisfaction and review.
We gave ALL necessary information we had to facilitate this complaint and quite frankly we felt RE-Victimised with the facts Ignored and absolutely no empathy given during the process!
In-light of the increase of Abuses reported recently having Increased on British trains it is very sad that in Our experience 'Transport Focus' (Passenger focus) have treated us this way and abandoned us and further chosen to Wash their hands of our complaint of Homophobia and Unprofessional conduct towards two Full ticket paying customers, Gay Minorities !
Clearly in our View 'Transport Focus' is NOT fit for purpose !
PWE
