May 2026 – A new UK Department for Transport review shows that people’s decisions about rail travel are shaped by far more than fares or timetables. The report, Understanding the factors that influence people’s use of rail infrastructure, which reviewed 30 pieces of research, found that confidence, convenience, reliability and overall journey experience are just as important as infrastructure itself.
One key finding is that passengers experience rail as a complete door-to-door journey – not just time spent on a train. Planning the trip, changing services, understanding tickets and dealing with delays all influence whether people choose rail at all. If the process feels stressful or confusing, many opt for other modes of transport.
The report also found that reliability matters more than low fares. Passengers consistently prioritise punctuality, comfort and confidence that they will reach their destination without disruption. Cheaper tickets alone are unlikely to increase ridership if services remain unreliable.
Emotional factors play a major role too. Feelings of safety, familiarity, control and comfort strongly influence travel choices. Some people enjoy rail because it reduces driving stress, while others avoid it due to crowded spaces or anxiety about navigating stations.
Different groups also face different barriers. Lapsed rail users are often affected by changing work patterns or declining mobility, while non-users are more likely to prefer the privacy and control of cars or feel uncertain about rail travel altogether.
The review argues that the rail industry focuses too heavily on fares and not enough on behavioural factors such as confidence, communication, accessibility and ease of travel.
Its overall message is simple: people are more likely to choose rail when it feels easy, reliable, safe and predictable. Increasing ridership is not just about building infrastructure – it is about creating journeys people feel comfortable taking.
Read the full report on the DfT website: Understanding the factors that influence people’s use of rail infrastructure
