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New rail survey shows improved passenger satisfaction but some rail operators are still failing passengers, warn campaigners

27 January 2016

Campaign for Better Transport has responded to the publication of the National Rail Passenger Survey for Autumn 2015.

Martin Abrams, Public Transport Campaigner, said: “We welcome the slight increase in overall passenger satisfaction however there is clearly a lot of work to be done by the train operators that are still regularly failing passengers.

"Services into London have again scored particularly poor overall satisfaction levels with Thameslink (73 per cent), Southeastern (75 per cent) and Southern (78 per cent) the worst performing operators. Passengers who use these services day in day out are paying through the nose for what is often a substandard service and regularly face a shameful cocktail of high fares, overcrowding, delays and disruption. They will want to know exactly when promised improvements will happen.

"Other operators can get it right though with the devolved and locally run London Overground achieving 88 per cent satisfaction and Merseyrail 93 per cent. The Government must set out a timeline for south London's poorly performing suburban services to come under the control of Transport for London as quickly as possible, so that passengers will not have to endure years more unnecessary delays, overcrowding and poor service.”


For further information please contact:

Richard Watkins, Press Officer, at Campaign for Better Transport on 020 7566 6494 / 07984 773468 or richard.watkins@bettertransport.org.uk

Notes to editors

-       83% of overall passengers said they were satisfied overall with their journey – up 3% compared to Spring 2015

-       48% satisfied with value for money – up 2% compared to Autumn 2015

-       78% of passengers said they were satisfied with punctuality/reliability – up from 77% in spring 2015

  • The highest ratings for overall satisfaction were achieved by: First Hull Trains (97 per cent), Heathrow Express (95 per cent), Grand Central (93 per cent), Merseyrail (93 per cent).
  • The lowest ratings for overall satisfaction were given to Thameslink (73 per cent), Southeastern (75 per cent) and Southern (78 per cent).
  • Read Campaign for Better Transport’s recent response to Transport for London’s and the Department for Transport’s proposals for the Mayor and TfL to take responsibility for London’s suburban rail network when existing rail franchises end.
  • Campaign for Better Transport is the UK's leading authority on sustainable transport. We champion transport solutions that improve people's lives and reduce environmental damage. Our campaigns push innovative, practical policies at local and national levels. Campaign for Better Transport Charitable Trust is a registered charity (1101929)




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