‘One of worst rail operators’
Southeastern has once again been dubbed one of the worst rail operators in the country, a Which? survey has revealed.
Just days after a national rail passenger survey revealed just 75% of customers were satisfied overall with their service, a new poll has revealed an even worse figure.
The Which? survey showed just 46% of those polled were happy with the Kent train provider.
That ranked it as joint worst in the country, with Thameslink and Great Northern faring as badly.
Nati o nal l y , c o mmuters claimed they were still suffering a bad service, with operators not informing passengers when they’re due compensation.
The poll questioned nearly 7,000 rail passengers in total, with 733 of those using the Southeastern service.
Southeastern notched up its lowest scores for cleanliness and value for money.
Now Which? is submitting a dossier of passenger case studies to the Office of Rail Regulation detailing the “poor conditions” faced by rail passengers.
Executive director Richard Lloyd said: “Our report shows that commuters are getting a raw deal from their train operator.
“Whether it’s dirty facilities on the train, overcrowding or delayed trains, it is clear operators need to up their game.
“Rail operators need to do much more to treat their customers fairly, providing better information and access to compensation when passengers are delayed.
“Passengers want to see action taken to make rail delay refunds easier and we have asked the regulator to investigate using our super-complaint powers.”
A Southeastern spokesman said: “While the Which? report questioned fewer passengers than the recent National Rail Passenger Survey (NRPS) – which shows our overall customer satisfaction rate at 75 per cent – both clearly indicate we have much more to do.
“We’re part way through a £70 million investment programme, refurbishing our trains and stations, providing more front line employees for passengers, improving customer service training and providing more real time information during journeys.
“The NRPS survey showed passengers have noticed, as satisfaction in these areas has risen, but punctuality is the key driver of satisfaction for most.
“Along with Network Rail who look after railway infrastructure such as track and signalling, we’re working hard to improve punctuality and minimise delays.”
The spokesman said the firm was actively promoting the Delay Repay scheme online, by social media such as Twitter, in media announcements and on station posters.
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A Southeastern commuter train passing through Ashford