Tuesday 29 January 2019 / 11:46 AM Andy McDonald / Transport

Andy McDonald responds to the National Rail Passenger Survey

Andy McDonald MP, Labour’s Shadow Transport Secretary, commenting on figures released today by Transport Focus showing plummeting passenger satisfaction with private train operating companies, said:

“For an industry which claims to put the passenger at the centre of everything it does, these figures show the dreadful reality of customer satisfaction with train companies.

“The survey emphasises the short-sighted greed of train operators which hiked fares by 3.2% while punctuality and reliability on their services are in decline.

“It demonstrates the gulf between the government’s empty rhetoric and the real world experience of rail passengers and highlights the folly of Chris Grayling’s policy to reduce railway staff.

“Labour’s plans for public ownership of rail can restore public faith and trust in the industry.”

Ends

Notes to editors

The ‘National Rail Passenger Survey: Autumn 2018’ published today by Transport Focus (http://d3cez36w5wymxj.cloudfront.net/wp-content/uploads/2019/01/29091843/National-Rail-Passenger-Survey-Autumn-2018-Main-report.pdf) shows that:

  • The satisfaction overall for seven train companies declined significantly: Great Northern (-9 per cent), Northern (-9 per cent), TransPennine Express (-8 per cent), Greater Anglia (-8 per cent), Thameslink (-6 per cent), ScotRail (-6 per cent), and London North Eastern Railway (-5 per cent).
  • The lowest ratings for overall satisfaction were given to Great Northern (68 per cent), Northern (72 per cent), South Western Railway (73 per cent), TransPennine Express (73 per cent), and Greater Anglia (73 per cent).
  • Nationally the percentage of journeys rated as satisfactory overall was 79 per cent. This was significantly down compared to autumn 2017 (when 81 per cent of journeys were satisfactory).
  • At a National level, the proportion of journeys rated as satisfactory by passengers regarding punctuality/reliability was 71 per cent. This was significantly down compared to autumn 2017 when 74 per cent were satisfactory.
  • There was a 3 per cent decline in satisfaction with availability of staff on the train, compared with Autumn 2017, with only 42 per cent of passengers satisfied.