Bundesnetzagentur publishes results of 2024 passenger survey
Year of issue 2025
Date of issue 2025.05.12
The Bundesnetzagentur has published the results of its Germany-wide survey of rail customers in 2024. The aim was to find out how passengers rate the rail services on offer and where they see room for improvement. A total of more than 2,000 passengers took part in a telephone survey between September and November 2024.
The survey reveals deficits in the current rail services, especially with regard to the reliability of the timetable as well as the availability and cleanliness of toilets.
Timetable stability rather than more services
Punctuality was the key criticism. A majority of over 80% of passengers surveyed would prefer reliable connections over more frequent trains. The focus of transport planning should not be on increasing the frequency of services but rather on improving the stability of the timetable.
Action needed on toilet facilities
The availability and cleanliness of toilets, both in stations and on trains, is a weakness, with over half of those surveyed expressing dissatisfaction in this area. The Bundesnetzagentur sees this result as a clear call to action for railway undertakings and infrastructure managers.
Room for improvement on rail information systems
The results of the 2024 passenger survey also show differences in the perception of rail information systems. Passengers rate travel information apps as far better than announcements or displays in stations and on trains (only about 12% were dissatisfied with the apps compared to about 30% with announcements/displays). This highlights the trend towards mobile use and the weaknesses of stationary information systems. It is evident that there is room for improvement in real-time communications in stations and on trains.
Passenger survey as basis for future regulation
The survey is part of the Bundesnetzagentur’s mandate to involve rail users in its work regularly. It provides the Bundesnetzagentur with findings about passengers’ needs. The results are included in the assessment of market conditions and in future measures to improve rail regulation.