Fewer than half of train commuters in Great Britain believe their fares represent good value, according to a recent survey by the passenger watchdog Transport Focus. The research, which surveyed over 100,000 passengers following their journeys, revealed a notable disparity in satisfaction levels across different train operators.

CrossCountry, which operates long-distance services connecting southern England with the north and Scotland via Birmingham, received the lowest overall satisfaction ratings. Only 79% of CrossCountry passengers were content with their overall experience, with many expressing dissatisfaction over how delays were managed. In contrast, Hull Trains and LNER garnered the highest satisfaction rates, at 94% and 93% respectively. Hull Trains’ customers also reported high value for money, alongside Lumo, which was rated the best in that category.

While 87% of all passengers surveyed were satisfied with their rail experience, only 49% of commuters felt their fares offered value for money, a figure considerably lower than the 67% satisfaction rate among leisure travelers. Alex Robertson, chief executive of Transport Focus, emphasized the importance of consistent service standards across operators, noting the “striking gap” between the best and worst performers. He also highlighted that disabled passengers tended to receive poorer service than other travelers, pointing to ongoing issues in accessibility and customer care.

The survey findings coincide with new data from the Office of Rail and Road (ORR), which reported that passenger journeys reached a record 1.83 billion in the 12 months ending March 2026, the highest annual figure since 1920. This marks an increase of 6% compared to the previous year and surpasses pre-pandemic levels. However, the ORR cautioned that a significant portion of these journeys—about one in seven—were made on London’s Elizabeth line. Additionally, the practice of split ticketing, where longer trips are divided into multiple legs to reduce fare costs, has contributed to inflated passenger numbers.

Despite the rise in usage, rail revenues totaled £12.3 billion during this period, which remains approximately £1 billion below pre-pandemic levels. This gap underscores the ongoing financial challenges faced by the rail industry amid evolving travel patterns and passenger expectations.