Ten-year low

Transport Focus National Rail Passenger Survey reveals that passenger satisfaction has plummeted.

PASSENGER satisfaction has fallen to a ten-year low, according to the latest Transport Focus National Rail Passenger Survey published on January 29.

Overall satisfaction with rail services was at 79% - the lowest level since 2008, with more than one in five passengers (21%) not satisfied.

The passenger watchdog says that worsening punctuality, last summer’s timetable disruption and strikes have contributed to the decline in passenger satisfaction.

“Our latest survey confirms passenger satisfaction has fallen to a ten-year low,” said TF Chief Executive Anthony Smith.

“Government and the industry must continue to focus on performance. In the longer term, the Government’s Rail Review must bring about fundamental change.

“Passenger irritation at poor performance erodes their most basic trust in the industry. Passenger frustration at continual fare increases saps confidence in the system to reform itself. Passenger anger during the summer timetable crisis was palpable. A better value for money and a more reliable railway must arrive soon for passengers.”

Just two out of the 25 train companies involved recorded a significant increase in the