Customers savage rail firms

PASSENGERS on many private train companies say they are suffering from a poor service, according to a government report released yesterday.

The study is a collection of surveys of customer attitudes conducted by the train companies since they were privatised. The results present a mixed picture. It shows that even the most highly-regarded train companies such as Chiltern Railways and Gatwick Express are failing to meet passenger satisfaction targets.

Cleanliness of trains, seat availability and station information are among the biggest complaints that passengers have, according to the statistics from the Office of Passenger Rail Franchising (Opraf) - the body which sold off the railways.

On the Chiltern line, which runs between London Marylebone and Birmingham, passenger surveys showed the service had got worse in 14 out of 15 categories. Another surprise was the Gatwick Express service, which carries thousands of package holidaymakers each day. Despite being one of the few lines that makes money without subsidy, passengers were unhappy about speed of ticket purchases, seat availability, cleanliness and refreshments.

South West Trains, which runs trains from London through Surrey and is owned by the transport company Stagecoach, was also criticised by its users for poor time-keeping and overcrowded carriages.

Commuters on a large London network, the French-owned Connex South Central, also berated the service for being overcrowded.

The Opraf figures, published for the first time, showed details of whether 19 of the 25 train operating companies had met their agreed benchmark figure for passenger satisfaction in a number of different areas of service.

Each company has different benchmarks and different survey times and no comparison with previous British Rail figures are possible.

This approach was criticised by rail campaigners. "We were hoping for league tables but the way the figures are collected allows for no meaningful comparison," said Jonathan Bray of Save Our Railways.

The passenger survey figures showed that 79 benchmark figures have improved and 58 have got worse. Of the 19 companies, 10 have generally improved, seven have got worse and two are roughly the same.

"This first publication of figures shows a mixed picture and it is too early to draw any firm conclusions," said John O'Brien, the franchising director. "However, it is encouraging to note that there are more results which are better than benchmark than are worse."

PROMOTED VIDEO
Have you tried new the Independent Digital Edition apps?
News
ebooksNow available in paperback
Arts and Entertainment
Babysitter Katie and Paul have terse words in the park
tvReview: The strength of the writing keeps viewers glued to their seats even when they are confronted with the hard-hitting scenes
News
i100
Arts and Entertainment
American singer, acclaimed actor of stage and screen, political activist and civil rights campaigner Paul Robeson (1898 - 1976), rehearses in relaxed mood at the piano.
filmSinger, actor, activist, athlete: Paul Robeson was a cultural giant. But prejudice and intolerance drove him to a miserable death. Now his story is to be told in film...
Sport
England’s opening goalscorer Alex Oxlade-Chamberlain battles with Scotland’s Charlie Mulgrew
FootballEngland must learn to keep possession and dictate games before they are exposed by the likes of Germany and Brazil
Life and Style
Make-up artists prepare contestants for last year’s Miss World, held in Budapest
fashion
Sport
Wigan Athletic’s back-of-the shirt sponsor Premier Range has pulled out due to Malky Mackay’s arrival
Football
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

iJobs Job Widget
iJobs General

Argyll Scott International: FP&A Manager Supply Chain

Benefits: Argyll Scott International: Argyll Scott is recruiting for a Permane...

Austen Lloyd: Commercial Property NQ+

£30000 - £50000 per annum + EXCELLENT: Austen Lloyd: COMMERCIAL PROPERTY SOLI...

Argyll Scott International: Retail Commercial Finance Analyst

Benefits: Argyll Scott International: Due to further expansion, a leading inte...

Langley James : Senior Technician; Promotion & Training Opp; Borough; upto £32k

£27000 - £32000 per annum + training: Langley James : Senior Technician; Promo...

Day In a Page

US immigration: President Obama ready to press ahead with long-promised plan to overhaul 'broken system' - but will it get past a Republican-controlled Congress?

Immigration: Obama's final frontier

The President is ready to press ahead with the long-promised plan to overhaul America's 'broken system' - but will it get past a Republican-controlled Congress?
Bill Cosby rape allegations explained: Why are these allegations coming out now? Why didn’t these women come forward earlier? And why has nobody taken legal action?

Bill Cosby rape allegations explained

Why are these allegations coming out now? Why has nobody taken legal action? And what happens next for the man once thought of as 'America's Dad'
Four years of excruciating seizures caused by the 1cm tapeworm found burrowing through a man's brain

You know that headache you’ve got?

Four years of excruciating seizures caused by the 1cm tapeworm found burrowing through a man's brain
Travelling to work by scooter is faster than walking and less sweaty than cycling, so why aren’t we all doing it?

Scoot commute

Travelling to work by scooter is faster than walking and less sweaty than cycling, so why aren’t we all doing it?
Paul Robeson: The story of how an American icon was driven to death to be told in film

The Paul Robeson story

How an American icon was driven to death to be told in film
10 best satellite navigation systems

Never get lost again: 10 best satellite navigation systems

Keep your vehicle going in the right direction with a clever device
Paul Scholes column: England must learn to keep possession and dictate games before they are exposed by the likes of Germany and Brazil

Paul Scholes column

England must learn to keep possession and dictate games before they are exposed by the likes of Germany and Brazil
Michael Dawson: I’ll thank Spurs after we win says defender as he prepares to return with Hull

Michael Dawson: I’ll thank Spurs after we win

Hull defender faces his struggling former club on Sunday ready to show what they are missing. But he says he will always be grateful to Tottenham
Frank Warren column: Dr Wu has big plans for the professionals yet he should stick to the amateur game

Frank Warren column

Dr Wu has big plans for the professionals yet he should stick to the amateur game
Synagogue attack: Fear unites both sides of Jerusalem as minister warns restoring quiet could take 'months'

Terror unites Jerusalem after synagogue attack

Rising violence and increased police patrols have left residents of all faiths looking over their shoulders
Medecins sans Frontieres: The Ebola crisis has them in the headlines, but their work goes far beyond West Africa

'How do you carry on? You have to...'

The Ebola crisis has Medecins sans Frontieres in the headlines, but their work goes far beyond West Africa
Isis extends its deadly reach with suicide bombing in Kurdish capital

Isis extends its deadly reach with suicide bombing in Kurdish capital

Residents in what was Iraq’s safest city fear an increase in jihadist attacks, reports Patrick Cockburn
Underwater photography competition winners 2014 - in pictures

'Mysterious and inviting' shot of diver wins photography competition

Stunning image of cenote in Mexico takes top prize
Sir John Major: Negative West End portrayals of politicians put people off voting

Sir John Major hits out at theatres

Negative West End portrayals of politicians put people off voting
Kicking Barbie's butt: How the growth of 3D printing enabled me to make an army of custom-made figurines

Kicking Barbie's butt

How the growth of 3D printing enabled toy-designer to make an army of custom-made figurines