Delays are greatest cause of rail complaints

DELAYS are by far the biggest source of frustration for rail passengers, official figures show.

A report from the Office of Rail and Road (ORR) show ‘punctuality’ and ‘reliability’ of services generate almost a quarter (23 per cent) of complaints.

This is almost three times more than the next most common grievance – ticket machines and kiosks – which caused 8 per cent of disputes.

The figures, covering July to August 2017, also showed the number of complaints per 100,000 journeys dipped 2.2 per cent from the same period the previous year to 28.7 per cent.

Grand Central, which runs between Yorkshire and Lon- don, had the highest rate of complaints, with 158 per 100,000 journeys. It was followed by the Caledonian sleeper with 154.

A number of operators saw an increase in disputes, including Great Western, Northern and the Virgin Trains. Complaints against Virgin’s East Coast service rose 114 per cent. It received 142 complaints per 100,000 journeys. The ORR stressed this was partly down to the low rate in the same period in 2016.

Alex Hayman of consumer group Which? said: ‘Train companies still aren’t adequately dealing with the vast majority of ... passengers’ complaints.’

A Virgin spokesman said: ‘In the most recent independent survey by the industry watchdog ... over 91 per cent of Virgin Trains customers rated us as providing a good service.’

‘Still not adequate’