RDG: “At the moment, we are not getting it right”

The Rail Delivery Group has acknowledged failings, following publication of the National Rail Passenger Survey on January 29.

“Punctuality is the bedrock of satisfaction for our customers and at the moment, in too many places, we are not getting it right,” admitted Managing Director of Customer Experience Jacqueline Starr.

“Working together, we are investing billions of pounds in a long-term plan to rebuild key parts of the network to improve punctuality, while putting thousands of new and refurbished carriages on track to make journeys more comfortable.”

She said the RDG is “pushing for more fundamental reform to fix the railway for the future”.

Shadow Transport Secretary Andy McDonald criticised the railway’s performance, saying: “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.”

Drivers’ union ASLEF said the survey results show that privatisation has “failed to deliver”. General Secretary Mick Whelan said: “Fares have soared, rolling stock got older, and our trains are ever more crowded. No wonder passengers aren’t satisfied! The train companies want people to pay more for less - which is not a good offer.

“Private companies like to talk about investment and risk. But there is no private investment - the money for investment comes from the taxpayer, and there is no risk because the companies hand back the keys when they can’t make the profits they want.”