Train passenger satisfaction at 10-year low - report

Train passenger satisfaction at 10-year low - report

Passenger satisfaction with rail services has fallen to a 10-year low, according to a study by Transport Focus.

In the latest survey, overall satisfaction with rail services was 79 per cent, the lowest level since 2008, with more than one in five passengers (21 per cent) not satisfied.


Transport Focus’s latest National Rail Passenger Survey, which captures satisfaction of more than 25,000 passengers with their latest journey, is published today. 


With worsening punctuality, the timetable chaos last summer, and lamentable strikes, passengers are less happy than at any time since 2008, said the rail passenger watchdog today.


Anthony Smith, chief executive of the independent watchdog Transport Focus, said:


“Our latest survey confirms passenger satisfaction has fallen to a 10-year low. Government and the industry must continue to focus on performance. In the longer term the Government’s Rail Review must bring about fundamental change.


“Passenger irritation at poor performance erodes their most basic trust in the industry. Passenger frustration at continual fare increases saps confidence in the system to reform itself. Passenger anger during the summer timetable crisis was palpable.


“A better value for money and more reliable railway must arrive soon for passengers.”

Published: by Radio NewsHub
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