The UK Department for Transport (DfT) has announced a rail reform bill to establish a passenger watchdog as part of government’s Plan for Change.
Outlined in a consultation launched today [18 February], the government will begin working with the rail industry to reorganise railway processes which the DfT hopes will improve performance, efficiency and tackle rising fares.
The new independent watchdog will be tasked with ensuring Great British Railway (GBR) addresses the most common passenger complaints.
This includes providing consistent, clear information for travelers – specifically in the case of delays – and arbitrating where passengers are not satisfied about the handling of a complaint.
Chair of shadow GBR Laura Shoaf said: “GBR will fundamentally change our railways, delivering growth, connections and opportunities across the country.
“The plans set out today will mean a better railway for everyone that uses it, allowing industry to work closer together, putting passengers and customers first and providing better value for money for taxpayers.”
Working with the transport secretary and GBR, the passenger watchdog will also be given the powers to set clear standards for passengers on things like journey information and assistance and publish reports on poor service.
Where poor passenger experiences are identified, it will be able to refer this to the railway regulator for enforcement action.
UK secretary of state for transport Heidi Alexander said: “Passengers have put up with broken railways for far too long. This landmark reform will sweep away decades of failure, creating a GBR passengers can rely on.
“We’re giving passengers a powerful voice with a new watchdog dedicated to addressing their biggest concerns, building railways people can trust, improving our services and boosting the economy in the process – the priority in our Plan for Change.”
Achievements and innovations in public transport planning will be recognised and celebrated at the fourth annual CiTTi Awards on 25 November 2025 at De Vere Grand Connaught Rooms in London. Visit www.cittiawards.co.uk to learn more about this unmissable event for the UK’s transportation sector!
