Press releases - Rail, bus, coach and tram

Frozen New Year fares please South East commuters

22.06.2010

Passenger satisfaction scores for value for money on rail services travelling into London and around the South East railway are up a whopping eight points (43%). This follows many fare prices being frozen last January following on from the low-inflation rate in mid-2009.

Passengers in London and the South East have rated the region’s railway as part of the independent watchdog’s National Passenger Survey (NPS).

Passenger Focus’s NPS, in which over 56,000 passengers participate each year, gives a clear indication of how satisfied passengers are with train companies travelling into the capital and around the South East.

c2c (91%) and Chiltern (91%) continue to be strong performers in the survey and passenger satisfaction with value for money increased for most of the region’s operators thanks to many fares either dropping or being fixed last New Year. Disappointingly, First Capital Connect’s (FCC) score for managing disruption plummeted 10 points to only 24%, despite it being among passengers’ top priorities for improvement. FCC’s overall score remained static at 76%, while the overall London and South East score rose two points to 82%.

Ashwin Kumar, Passenger Focus rail director, said: “These results show a pretty good picture of the region’s railway. As more trains arrive on time, Britain’s rail passengers are becoming more satisfied. However, the gulf between the likes of c2c (91%) and Chiltern (91%) compared with other operators which didn’t score as well, is wide.

“The National Passenger Survey is one of the most cost effective ways of driving improvements for passengers. The results allow valuable comparisons between routes and train companies
For example, Southeastern’s new high speed services are loved by those who can afford them – 95% overall satisfaction, with a good rating for value for money. Similarly, passengers on FCC’s Great Northern route are most satisfied (81%) compared with those using Thameslink South services, starting from stations between London Bridge and Brighton, with 66% satisfied.”

Passenger Focus is now working with train companies to improve those areas passengers have identified as being problematic.

The full National Passenger Survey Spring 2010 results are available to view at Spring 2010

Train company summary results can be reviewed at Passenger satisfaction revealed