Press releases - Rail, bus, coach and tram

Watchdog calls for East Coast rail deal to deliver higher punctuality and better value

06.07.2010

Passenger Focus is calling for the new East Coast rail contract to tackle passengers’ top priorities – punctuality and value for money – when the government looks for a new operator.

The independent passenger watchdog has responded to government consultation on what should be included in the franchise when it looks for a new operator to take over the East Coast services. Passengers also highlighted the importance of getting a seat, with it being their third priority for improvement.
 
Based on research with over 6000 passengers, the independent passenger watchdog has recommended that the new train company report on the number of trains actually arriving on time – not just those arriving within five or 10 minutes (depending on journey length). Punctuality should also be measured at intermediate stations along the route as well as at the end destination.

Passenger Focus has also called for measures to improve passenger satisfaction with value for money, including introducing a logical, transparent and fair ticketing system which allows passengers more flexibility at an affordable price.

Anthony Smith, Passenger Focus chief executive, said: “Passengers using East Coast trains have told us that they’re generally happy with rail services but there are areas that they want to see improved, specifically punctuality and value for money.  The next franchise must build on the relatively high levels of passenger satisfaction achieved to date to achieve even higher passenger satisfaction – passengers certainly won’t want quality and standards to slip.”
 
Passenger Focus is also calling for timetable changes which include more evening and weekend trains; capped car-parking charges; and a commitment that replacement buses during engineering works are used only as a last resort. 

Notes to the editor

1. Passenger Focus’s submission can be downloaded from Response to Department for Transport Intercity East Coast rail franchise

2. Media enquiries regarding this release should be addressed to:
Krista Hamblin
0300 123 0821
krista.hamblin@passengerfocus.org.uk