Many passengers still experience ‘dire performance’ and remain unable to rely on their train service, according to the official passenger watchdog.
Transport Focus has released its latest National Rail Passenger Survey of almost 28,000 passengers, which reports that some areas have 'started to improve', as services became more reliable and new trains were introduced.
However, Northern (now nationalised), West Midlands Trains, South Western Railway (SWR) and TransPennine Express passengers ‘face unacceptable continued disruption and uncomfortable journeys’.
SWR scored low for value for money, reliability and overall satisfaction
Chief executive, Anthony Smith, said: ‘Passengers tell us that their biggest priority is rail services they can rely on to actually get them to work or home on time. Until train companies and Network Rail can consistently deliver on their promises across the country satisfaction will continue to vary.’
Transport Focus said value for money results ‘remained disappointing’ with less than half of passengers satisfied with the value of their ticket nationally – a figure that drops to one in three for commuters.
Satisfaction over value for money from SWR was lowest at 34%, while the highest rating on this issue, for Grand Central, was only 75%.
Mr Smith added: ‘Passengers have suffered years of above-inflation fare rises, exceeding average wage rises, and calculated using the discredited Retail Price Index measure. This does nothing to restore passenger trust in the industry.’
Transport Focus said that having been at its lowest level in a decade in autumn 2018 (79%), overall satisfaction with rail journeys has now gone up (to 82%) as passengers in some areas, particularly in London and the South East, felt the benefit of more stable performance and new trains.
Govia Thameslink Railway (GTR) said satisfaction with its Southern Rail services is at its highest level for seven years, having risen eight points year-on-year to 82% in the autumn 2019 survey, while Gatwick Express is also at a seven-year high, at 89%, and satisfaction with Thameslink has risen 4 points, to 82%.
Managing director Angie Doll said: ‘Our passengers are telling us through this independent survey that we have really turned a corner.
‘However, I know we have much more to do, especially with our partners at Network Rail, to further improve punctuality.’
Transport Focus said it will use the evidence from the survey as it continues to push for wide-scale reform of the industry, and immediate improvement in reliability for the worst-affected areas.
The best and worst performers were:
Overall satisfaction
‘Best in class’ – Heathrow Express (96%), Grand Central (94%), Hull Trains (92%), Merseyrail (91%), and Chiltern Railways (90%).
‘Must do better’ – Northern (72%), West Midlands Trains (73%), South Western Railway (74%), TransPennine Express (79%), and Transport for Wales (79%).
Punctuality/reliability
Best rated – Heathrow Express (95%), Grand Central (90%), and Merseyrail (91%).
Lowest rated – West Midlands Trains (60% - a drop of 15 percentage points), South Western Railway (63%), and Northern (65%).
Value for money
Best rated – Grand Central (75%), Merseyrail (67%), Hull Trains (65%) and Virgin Trains (64%).
Worst rated – South Western Railway (34%), Southeastern (39%), Thameslink (42), Great Northern (42 per cent), and Greater Anglia (43%).
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