Research and analysis
Rail passenger ticket purchasing behaviour and preferences
Explores purchasing behaviour and preferences of rail passengers in England with a focus on vulnerable groups.
Applies to England
Documents
Details
The findings from research into the purchasing behaviour and preferences of rail passengers in England from fieldwork conducted during February and March 2023. It focuses on vulnerable groups, including those who:
- need to use cash
- do not have a bank account or internet access
- may have low digital confidence
- are disabled
The report also examines difficulties these groups of rail passengers may face in accessing digital ticketing.
Evidence provided in the report includes:
- rail passengers’ preferred ticket purchasing methods and the ones they use
- the role of station retailing facilities for ticket purchasing
- how internet access and digital confidence may influence passengers’ purchasing behaviour and preferences
- views on possible future use or uptake of different ticket retailing options, including upgraded ticket vending machines, Pay As You Go, online and off-station retailing
- the difficulties that some groups may face in accessing the different ticket retailing options
The methodology aimed to provide a representative sample of rail users in England, covering all regions and train operating companies.