Getting a seat tops passengers’ list of priorities

More than a quarter of those who responded to the Department for Transport’s consultation into longdistance West Coast services said getting a seat was their top priority.

DfT ran the consultation almost two years ago in summer 2016 and netted 1,283 responses, of which 730 came from individuals. DfT said 16% said their top priority was better information during delays.

As well as wanting seats, respondents wanted to see more room for luggage, prams, wheelchairs and bicycles.

Other priorities included better WiFi, improved mobile phone reception, waiting rooms, and free parking at stations for blue badge holders.

Asked about services, most respondents recognised that current services met expectations, according to DfT. There were calls from 22% for better connections to other services, and 20% called for services to be adjusted to better match demand in evenings and at weekends.

DfT said that most comments about fares related to their complex structure. Respondents asked for fewer types of ticket with fewer restrictions, and wanted it to be easier to find the cheapest tickets on websites and ticket machines. Over 400 respondents called for part-time season tickets.

Transport Focus Chief Executive Anthony Smith said: “With a franchise of this size, it is crucial that passenger needs are baked right into the contract and that satisfaction targets are set. Current satisfaction levels of 91% must be maintained or improved.

“Passengers will want to know that current issues - especially around value for money, getting a seat, customer service and how their complaints are dealt with - will be tackled.”