Industry response
Responding to Williams’ address, Transport Focus Chief Executive Anthony Smith said: “At the halfway point of his root and branch review, Keith Williams is right to acknowledge that the rail industry has lost sight of its passengers and must put their needs and experience at the heart of what it delivers.
“The focus on improving the passenger experience, improved access to compensation, and driving better value for money outcomes from the substantial passenger and taxpayer investment is a step in the right direction.”
Rail Delivery Group Chief Executive Paul Plummer said: “As we’ve long argued, maintaining the status quo on the railway is not an option.
“This review is absolutely critical to delivering the lasting change that customers, communities and the whole country expects. This is why we are meeting groups around the country, and working together as an industry, to develop our proposals for big lasting change to feed into the review.”
Darren Shirley, chief executive of Campaign for Better Transport, said:
“We welcome the recognition that passengers need to be at the heart of railway, and agree that the current ‘one size fits all’ approach to franchising isn’t working.
“Rail can’t exist in a bubble. Passengers, communities, local government and businesses need to be included in shaping the railways, and the network needs to be more adaptable to local circumstances.”
Tom Thackray, Confederation of British Industry Infrastructure and Energy Director, said: “Since privatisation, the UK rail industry has improved its performance on investment, jobs and contribution to the economy.
“However, the current system is not without its flaws, and could perform better on punctuality and fares. Improved accountability is also needed to improve the passenger experience.
“Business seeks ambitious recommendations from the Williams Review for the private sector. These must ensure that the UK rail industry works in the best interests of passenger and freight customers, and delivers prosperity for the whole of the UK.”