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| Value of rail travel 'at new low' | Value of rail travel 'at new low' |
| (about 1 hour later) | |
| Only 40% of rail passengers feel they get good value for money from their train operator, according to a survey. | Only 40% of rail passengers feel they get good value for money from their train operator, according to a survey. |
| The figure is an all-time low, says watchdog Passenger Focus who questioned more than 25,000 train customers. | The figure is an all-time low, says watchdog Passenger Focus who questioned more than 25,000 train customers. |
| Of those asked, 79% were satisfied with their journey - down 2% from last year - and a quarter were unhappy about overcrowding and shortage of seats. | Of those asked, 79% were satisfied with their journey - down 2% from last year - and a quarter were unhappy about overcrowding and shortage of seats. |
| The director general of the Association of Train Operating Companies said the survey contained "serious warnings". | The director general of the Association of Train Operating Companies said the survey contained "serious warnings". |
| Speaking on BBC Breakfast, George Muir said: "We try to do everything we can to make their journey satisfactory and attractive. | Speaking on BBC Breakfast, George Muir said: "We try to do everything we can to make their journey satisfactory and attractive. |
| "On the whole we have quite high levels of satisfaction, but the warning is in the detail." | "On the whole we have quite high levels of satisfaction, but the warning is in the detail." |
| Commuter routes | Commuter routes |
| Rail value for money was felt to be at its lowest since the survey began in 1999. | Rail value for money was felt to be at its lowest since the survey began in 1999. |
| Rail survey results | Rail survey results |
| Other major gripes were with the standard of toilet facilities on trains and the way in which operators handled delays. | Other major gripes were with the standard of toilet facilities on trains and the way in which operators handled delays. |
| PASSENGER FOCUS SURVEY SEE THE FULL REPORT National Passenger Survey Spring 2007 [973KB] Most computers will open this document automatically, but you may need Adobe Reader Download the reader here | PASSENGER FOCUS SURVEY SEE THE FULL REPORT National Passenger Survey Spring 2007 [973KB] Most computers will open this document automatically, but you may need Adobe Reader Download the reader here |
| The worst results were on major commuter lines like First Great Western and First Capital Connect where satisfaction dropped by 6% and 5% respectively. | The worst results were on major commuter lines like First Great Western and First Capital Connect where satisfaction dropped by 6% and 5% respectively. |
| One Railway, which serves East Anglia, and Northern Rail were also criticised in the survey, carried out between January and March this year. | One Railway, which serves East Anglia, and Northern Rail were also criticised in the survey, carried out between January and March this year. |
| Anthony Smith, chief executive of Passenger Focus, said he hoped the slump in satisfaction was a "dip" and not the beginning of a trend. | Anthony Smith, chief executive of Passenger Focus, said he hoped the slump in satisfaction was a "dip" and not the beginning of a trend. |
| "What's worrying is some of the very big train companies who are carrying millions of customers every day are said to be struggling," Mr Smith said. | "What's worrying is some of the very big train companies who are carrying millions of customers every day are said to be struggling," Mr Smith said. |
| "They're not really delivering the basics of what passengers want." | "They're not really delivering the basics of what passengers want." |
| 'Scary' predictions | 'Scary' predictions |
| The most successful were long distance services with 87% of passengers rating them as satisfactory. | The most successful were long distance services with 87% of passengers rating them as satisfactory. |
| Midland Mainline and TransPennine Express both saw improvements of 3%, and Arriva Trains Wales, Chiltern Railways and Central Trains were also praised. | Midland Mainline and TransPennine Express both saw improvements of 3%, and Arriva Trains Wales, Chiltern Railways and Central Trains were also praised. |
| But Mr Smith warned that all operators - and ministers - would have to do more, especially in London and the South East, to cope with "quite scary" passenger forecasts for the future. | But Mr Smith warned that all operators - and ministers - would have to do more, especially in London and the South East, to cope with "quite scary" passenger forecasts for the future. |
| Network Rail estimate that in 2004, 70,000 commuters (15% of the total) had to stand on their way into London during morning rush-hours. About 29,000 had to stand on the way home in the evening. | Network Rail estimate that in 2004, 70,000 commuters (15% of the total) had to stand on their way into London during morning rush-hours. About 29,000 had to stand on the way home in the evening. |
| They predict those figures could rocket to 130,000 and 67,000 respectively by 2014. | They predict those figures could rocket to 130,000 and 67,000 respectively by 2014. |
| They're not really delivering the basics of what passengers want Anthony SmithPassenger Focus class="" href="http://newsforums.bbc.co.uk/nol/thread.jspa?threadID=6522&&edition=1&ttl=20070605132628">Send us your comments | |
| "It's going to get crowded out there and it needs some pretty dramatic government action to correct it," Mr Smith added. | "It's going to get crowded out there and it needs some pretty dramatic government action to correct it," Mr Smith added. |
| Mr Muir insisted there had already been "new trains, more services, improved punctuality, better information and refurbished stations". | Mr Muir insisted there had already been "new trains, more services, improved punctuality, better information and refurbished stations". |
| But he promised that operators would listen to passengers' concerns and take steps to improve their experience. | But he promised that operators would listen to passengers' concerns and take steps to improve their experience. |
| "There are some quite serious warnings within this report," Mr Muir said. | "There are some quite serious warnings within this report," Mr Muir said. |
| "We have to get the investment into the railway. | "We have to get the investment into the railway. |
| "The government has promised another thousand carriages. This is a very welcome promise, but we've got to get them on the railway quickly." | "The government has promised another thousand carriages. This is a very welcome promise, but we've got to get them on the railway quickly." |
RAIL SATISFACTIONAspects of rail travel that passengers say have got worse/betterIssue Satisfied/ good (%) Change (%) How well company dealt with delays 32 -3 Toilet facilities on trains 36 -3 Value for money for the price of ticket 38 -1 Space for luggage 40 -2 Sufficient room for all passengers to sit/stand 47 -2 Helpfulness and attitude of train staff 62 -2 Frequency of trains on route 75 -1 Ease of getting on and off 75 -2 Punctuality/reliability (arriving/departing on time) 77 -2 Overall satisfaction 79 -2 Length of time journey was scheduled to take (speed) 81 -1 Aspects passengers say have got better Ticket buying facilities 67 2 Source: Passenger Focus | RAIL SATISFACTIONAspects of rail travel that passengers say have got worse/betterIssue Satisfied/ good (%) Change (%) How well company dealt with delays 32 -3 Toilet facilities on trains 36 -3 Value for money for the price of ticket 38 -1 Space for luggage 40 -2 Sufficient room for all passengers to sit/stand 47 -2 Helpfulness and attitude of train staff 62 -2 Frequency of trains on route 75 -1 Ease of getting on and off 75 -2 Punctuality/reliability (arriving/departing on time) 77 -2 Overall satisfaction 79 -2 Length of time journey was scheduled to take (speed) 81 -1 Aspects passengers say have got better Ticket buying facilities 67 2 Source: Passenger Focus |
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