Transport Market Research Finds Commuters Annoyed Over London Train Delays

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19th June 2013 15:53 - Transport and Distribution

A poll by Passenger Focus has demonstrated a drop in London commuter satisfaction levels due to late-running trains.

While the national average of public satisfaction levels for train services lies at 82%, the passengers polled reported increasing frustration with London lines.

The most unpopular service in the UK was revealed to be the Bedford-Brighton line run by First Capital Connect, which has a customer satisfaction rating of just 76%.

Other operators rated far lower in overall satisfaction than the national average are Greater Anglia at 77% and Southeastern plus Southern which jointly scored 78%.

London train services showed particular commuter discontent for punctuality with a 76% rating. This follows recent news concerning Network Rail which caused a scandal by paying £1 million in bonuses to five executives while being threatened by the regulator with a £75 million fine for missing its punctuality targets.

Chief Executive at Passenger Focus, Anthony Smith, commented: “The punctuality figures for the London commuter market are disappointing and dragging down the average for the whole country.”

He added: “Until passengers get the basic service they want, satisfaction levels will not rise. People will be unhappy with the industry in terms of value for money and the bonuses paid to executives.”

Meanwhile, train lines which did score well on satisfaction ratings were the Heathrow Express (94%) and the C2C London-Southend service as well as Overground (both at 92%).

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