‘Operators not on our side’

Southeastern is one of Britain’s least trusted train companies, a new report reveals.

Passenger Focus research suggests commuters do not trust the company to provide a good day-to-day service, be truthful, fair or communicate well.

The watchdog’s survey of 4,000 people found frustrated passengers do not feel train operators are “on their side”.

Trust in the service involved delivery of the day-to-day service including five factors – punctuality/reliability, value for money, problem resolution, helpful staff on trains and helpful staff at stations.

Passengers agreeing on at least four of these measures were deemed to be showing a positive attitude, while those disagreeing on four or more measures were counted as holding negative views

Only three companies - Grand Central, Merseyrail and ScotRail - got positive marks, with Southeastern, Southern and First Great Western the furthest into negative territory.

Southeastern also got among the most negative marks for “trust in relationship”, which involved five factors - being truthful, acting with honesty and integrity, building longterm relationships, treating customers fairly and communicating well with them.