Rail passengers feeling the strain - CILT(UK)
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LATEST NEWS

Rail passengers feeling the strain

06 July 2016/Categories: Industry News, Active Travel & Travel Planning, Rail, Transport Planning


Latest rail passenger satisfaction figures from independent watchdog Transport Focus.

Anthony Smith, chief executive, says: “Many passengers are feeling the strain. As passenger numbers rise and welcome investment is put in place some passengers are having a difficult time with delays and cancellations making journeys stressful. Simply getting on a train has become a struggle for some.

“Passengers’ main need is for a reliable railway. Our latest NRPS results, in London and the south east in particular, clearly show that for many this is not happening right now. Passengers want their reliable railway back.”

The headline National Rail Passenger Survey results were:

  • Overall satisfaction:
    • commuters – 72 per cent
    • national total – 80 per cent
    • London and the south east area – 78 per cent
  • Punctuality:
    • commuters – 61 per cent
    • national total – 73 per cent
    • London and the south east area – 70 per cent.

Passengers using Southern have had a particularly difficult time more recently as industrial relations problems have aggravated the knock-on effects of record passenger numbers, the impact of major improvement works and existing problems with trains and track. ScotRail passengers have also been hit by industrial disputes.

Transport Focus calls on the industry to better manage planned and unplanned disruption – getting services back to normal as soon as possible and keeping passengers informed. Plus, boosting compensation to help ease the pain – make some offer that shows passengers they haven’t been forgotten and that acknowledges problems experienced. This could include implementing the welcome promise to cut the threshold for Delay Repay to 15 minutes from the current 30.

There were positive results as well – both Great Western Railway and Virgin Trains achieved a higher overall score this year. Northern Rail and South West Trains both scored higher on the value for money rating.

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