Transport: Plan for rail league tables flawed

The rail regulator's plan to introduce league tables which would rate operators on the accuracy and impartiality of their customer information has floundered because of "flaws" in the investigation.

Earlier this year John Swift QC, the rail regulator sent hundreds of researchers out to pose as passengers and identify the apparent failure of train operators to furnish travellers with "correct" train information.

More than 5,000 inquiries at booking offices and via passengers' phone lines were made by investigators to check how far sales staff provided information about alternative routes and ticket prices. By June, Mr Swift was confidently predicting that the results would be released in "a few weeks".

Three months later and there is little sign of his office producing any tables. In fact, officials cannot promise the results will be out by November adding that "it takes time to validate the methodology".

The problem for Mr Swift is that his investigators have unwittingly asked the wrong questions. Train operators, who feared that the study may uncover serious irregularities, have had a field day overturning the regulator's results.

First, there was the use of English. Train firms pointed out that when a "customer" asked for the "fastest train to London", booking clerks were entitled to offer the next available ride to London - which would arrive before the quickest service. Mr Swift backed down.

Another problem arose when researchers asked for the cheapest fare - they marked down companies who did not offer Apex tickets. But operators pointed out that when these advance fares are sold out clerks have no option but to offer Supersaver tickets.

Mr Swift has also been forced to concede that many of the investigators were inadequately informed and were unaware that on certain days where because of high demand there are restrictions placed on tickets by operators. With the results now likely to be released more than 10 months after the first investigation, train companies will argue that Mr Swift's study does not reflect today's privatised network.