16 December 2025
We are very proud of all we have achieved in 2025 at London TravelWatch. From major campaigns and extensive media coverage, through to the launch of our new podcast, we continue to do all we can – within our small team – to speak out for London’s travelling public.
We published two major reports this year. Logged Out looked at the negative affect that digital exclusion can have on people who are planning journeys and travelling on public transport. We were particularly concerned to find that paper tickets can cost substantially more than using contactless payment methods, and that there are inconsistencies with the support given to passengers by different transport modes and operators. We have been working with transport operators since the publication of the report – look out for a blog in the new year with the latest updates.
Making Space was an in-depth piece of research which examined the importance to Londoners to be able to walk and use a wheelchair with ease on the capital’s streets. We found that, while walking is the most common way Londoners get around, older people, parents and those with physical conditions are more likely to be dissatisfied with their overall walking or wheeling experience. Poor pavement conditions were the main cause of dissatisfaction for those we spoke to, along with crowding and safety concerns. Two in five people feel unsafe walking or wheeling after dark – particularly women and those with physical or mental health conditions.
We also found that many people were required to change their travelling routes due to various issues, and almost three quarters of the people we spoke to said that issues such as objects on the pavement (such as signage or e-bikes), uneven surfaces and lack of toilet facilities have prevented them from walking or wheeling more frequently.
Talking Transport
As part of our 25th year anniversary celebrations, we launched a brand new podcast. Talking Transport has featured interviews with our chair Tricia Hayes and CEO Michael Roberts, as well as talks with Bus Users UK and Transport for London (TfL). Catch up on any episodes you might have missed.
Other achievements
Through our close working relationship with TfL, we have made progress on a range of issues. In May, following major disruption to Tube and Overground services after a power failure, we publicly called on TfL to provide better information to passengers during service disruption. TfL subsequently reviewed its use of social media and the resilience of its website, as part of ongoing work to strengthen its approach.
We have spoken out around our concerns about the operational resilience of the Bakerloo line (read our blog post), and have been given assurances by TfL that improvements are being made. We will of course hold them to these assurances.
We also encouraged TfL to show more ambition in its efforts to drive Londoners’ perception that it is an organisation that cares for its customers, and this has been reflected in a target to achieve a customer care survey score of 66 percent by 2030 – higher than the 2025/26 target of 60 percent.
We were also extremely pleased to be invited to join the Mayoral Transport Hate Crime and Violence Against Women and Girls (VAWG) Taskforce, which held its first meeting in October. The Task Force acknowledged our work over recent years on personal security and will develop recommendations for transport operators and policing bodies to tackle hate crime and VAWG.
Euston station
Following our call last year for action to improve the customer experience at Euston station and the response from the rail industry, there has been further progress during 2025/26 (read our blog post). This includes continued focus on longer boarding times, use of the main concourse screen solely to provide customer information, clearer signage around the station, and refurbished toilets, with more improvements to come.
Casework
Our casework team deals with hundreds of appeals every year. In 2025, the team:
- reviewed almost 800 cases
- took forward and appealed over 600 of these
- secured an improved or partially improved outcome in almost 500 cases
- achieved over £42,000 in financial awards and refunds.
Consultations
We also responded to over well over 100 consultations on a wide range of issues including the Transport Select Committee’s inquiry on the Railways Bill, Oxford Street pedestrianisation plans, the DLR extension and the congestion charge. View our consultation updates
