Union Leaders "Disbelief" At Rail Satisfaction Figures
Rail union leaders have expressed “disbelief” at an official report on passenger satisfaction levels, saying their members were having to cope with overcrowding, unhappiness with delays and complaints about fare prices on a daily basis.
Rail union leaders have expressed “disbelief” at an official report on passenger satisfaction levels, saying their members were having to cope with overcrowding, unhappiness with delays and complaints about fare prices on a daily basis.
A survey of more than 28,000 passengers by the Transport Focus watchdog found a slight increase in overall satisfaction to 83% in autumn 2015 - up from 81% year-on-year.
But unions pointed to other information in the report showing that over half of Britain's train companies showed a fall in passengers' satisfaction with enough room to sit or stand.
A total of 15 out of 26 operating companies saw their score drop, while satisfaction with punctuality fell for nine of the 26 operating companies.
There was a big drop for satisfaction with toilet facilities on trains. Fifteen of the 26 companies saw their score fall.
Unhappiness with luggage facilities was most widespread of all. Here, 16 of the 26 companies showed a fall in passenger satisfaction.
The report was published after another week of delays and disruption to services because of signal failures, broken down trains - and strong sunlight.
Manuel Cortes, general secretary of the TSSA union, said the official statistics “buried bad news” about passenger dissatisfaction with rail travel.
“Commuters are enduring among the most overcrowded conditions in Europe, with the highest prices and the most confusing ticket tariffs, with rolling stock so old, especially in the north, where passengers say it should be called a laughing stock.
“Privatisation isn't working, and passengers are fed up.”
Mick Cash, leader of the Rail, Maritime and Transport union, said:
“People were stunned by claims of satisfaction with train companies' performance.
“The reality is being crammed on clapped out, overcrowded and unreliable services on a daily basis, with the private operators laughing all the way to the bank.
“There should be a proper, scientific survey of passenger satisfaction based on what is happening in the real world.”
Jacqueline Starr, managing director of customer experience at the Rail Delivery Group, which represents train operators and Network Rail, said: “Our railway is benefiting from one of the biggest investment programmes in its history, major improvement work that is producing better stations, better trains and better journeys.
“We are sorry when people do not get the service they deserve. We never want people to suffer delays or disruption. Train operators and Network Rail work hard together every day to deliver a better, more punctual railway and to give people better information when things do go wrong.”
Rail Minister Claire Perry said the overall satisfaction - which is at its highest level since autumn 2012 - was “a welcome sign that our record investment is starting to deliver results”.
“There is clearly much more to be done which is why we are continuing to invest to reduce crowding, cut journey times, and improve the passenger experience.”