Rail passengers surveyed on journey satisfaction

York Press: Rail passengers surveyed on journey satisfaction Rail passengers surveyed on journey satisfaction

PASSENGERS on East Coast rail services have rated their satisfaction with the service at 59 percent.

Around 7,400 rail commuters across the country were surveyed by consumer group Which? and East Coast ranked fifth out of 19 operators.

Best was Merseyrail, with 70 percent satisfaction, but in the lowest spots were Greater Anglia and Southeastern, which both run services out of London and scored 40 percent satisfaction.

CrossCountry, which runs trains from Scotland and the north through York to the Midlands and south west, scored 52 percent satisfaction, and First TransPennine Express which runs many routes around Yorkshire was ranked at just 48 percent satisfaction among the passengers surveyed.

Which? said is is now encouraging passengers to formally complain to train companies, and share their experience on its website to build a picture of the problems passengers face so the problems can be gathered into a dossier of customer complaints and presented to each of the train companies.

Comments (3)

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10:38am Mon 17 Feb 14

Ignatius Lumpopo says...

And where is Grand Central in this article? Unmentioned... despite it achieving 73% customer satisfaction in the same survey.
And where is Grand Central in this article? Unmentioned... despite it achieving 73% customer satisfaction in the same survey. Ignatius Lumpopo

12:03pm Mon 17 Feb 14

Caecilius says...

I'm surprised Cross Country Trains have achieved even 52%, given their insane policy of allowing seats to be reserved after the train has begun its journey. It's a guaranteed recipe for conflict, as you can take a seat that's NOT reserved only to have someone pitch up at the next stop demanding that you get out of it - and, as the train is generally overcrowded, you may then be standing the rest of the way. Who's most likely to be affected? People who have had to buy a ticket on the day and who are therefore paying the full, undiscounted price, and regular commuters who have a season ticket that, obviously, doesn't come with a seat reservation. And when Cross Country screw up completely and customers who have actually booked a seat have the temerity to complain about having to stand, their staff respond that they're under no obligation to honour reservations and can withdraw them at any time without explanation. I, and other people I know, avoid this company if at all possible.
I'm surprised Cross Country Trains have achieved even 52%, given their insane policy of allowing seats to be reserved after the train has begun its journey. It's a guaranteed recipe for conflict, as you can take a seat that's NOT reserved only to have someone pitch up at the next stop demanding that you get out of it - and, as the train is generally overcrowded, you may then be standing the rest of the way. Who's most likely to be affected? People who have had to buy a ticket on the day and who are therefore paying the full, undiscounted price, and regular commuters who have a season ticket that, obviously, doesn't come with a seat reservation. And when Cross Country screw up completely and customers who have actually booked a seat have the temerity to complain about having to stand, their staff respond that they're under no obligation to honour reservations and can withdraw them at any time without explanation. I, and other people I know, avoid this company if at all possible. Caecilius

3:49am Tue 18 Feb 14

Magicman! says...

Caecilius wrote:
I'm surprised Cross Country Trains have achieved even 52%, given their insane policy of allowing seats to be reserved after the train has begun its journey. It's a guaranteed recipe for conflict, as you can take a seat that's NOT reserved only to have someone pitch up at the next stop demanding that you get out of it - and, as the train is generally overcrowded, you may then be standing the rest of the way. Who's most likely to be affected? People who have had to buy a ticket on the day and who are therefore paying the full, undiscounted price, and regular commuters who have a season ticket that, obviously, doesn't come with a seat reservation. And when Cross Country screw up completely and customers who have actually booked a seat have the temerity to complain about having to stand, their staff respond that they're under no obligation to honour reservations and can withdraw them at any time without explanation. I, and other people I know, avoid this company if at all possible.
Crosscountry is run by the same company who messed up local train services and transpennine services in the 1990's before Northern and First came along.... that company being Arriva. Arriva can run buses quite well, but they shouldn't be allowed anywhere near trains - and likewise First do a decent job running the transpennine trains now, but I still don't rate them highly for the way their buses are run.

Of the franchised long distance intercity train operators, as I recall East Coast came out the top of the pile - the 'nationalised' company beating all the private companies... and yet our corporate a$$-kissing government is now forcing the EC route to be sold off to the highest bidder, screwing over the customers in the process, just before they're booted out of power in mid 2015.
[quote][p][bold]Caecilius[/bold] wrote: I'm surprised Cross Country Trains have achieved even 52%, given their insane policy of allowing seats to be reserved after the train has begun its journey. It's a guaranteed recipe for conflict, as you can take a seat that's NOT reserved only to have someone pitch up at the next stop demanding that you get out of it - and, as the train is generally overcrowded, you may then be standing the rest of the way. Who's most likely to be affected? People who have had to buy a ticket on the day and who are therefore paying the full, undiscounted price, and regular commuters who have a season ticket that, obviously, doesn't come with a seat reservation. And when Cross Country screw up completely and customers who have actually booked a seat have the temerity to complain about having to stand, their staff respond that they're under no obligation to honour reservations and can withdraw them at any time without explanation. I, and other people I know, avoid this company if at all possible.[/p][/quote]Crosscountry is run by the same company who messed up local train services and transpennine services in the 1990's before Northern and First came along.... that company being Arriva. Arriva can run buses quite well, but they shouldn't be allowed anywhere near trains - and likewise First do a decent job running the transpennine trains now, but I still don't rate them highly for the way their buses are run. Of the franchised long distance intercity train operators, as I recall East Coast came out the top of the pile - the 'nationalised' company beating all the private companies... and yet our corporate a$$-kissing government is now forcing the EC route to be sold off to the highest bidder, screwing over the customers in the process, just before they're booted out of power in mid 2015. Magicman!

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