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Rail passenger watchdog finds commuters have given up hope in train operators Rail watchdog finds commuters have given up complaining to train operators
(about 3 hours later)
Commuters have given up hope in their train operators, according to the passenger watchdog, as official figures showed Southern received a fraction of the average complaints despite having the most cancellations and late-running services.Commuters have given up hope in their train operators, according to the passenger watchdog, as official figures showed Southern received a fraction of the average complaints despite having the most cancellations and late-running services.
Virgin received around 24 times more complaints per passenger journey than Southern, as the two operators recorded the least punctual trains. More than one in four of Virgin’s West Coast services ran at least five minutes behind schedule, the worst ratio of any operator. Long-distance services are officially classified as late after a 10-minute delay, meaning the regulator will rank Southern as running the most late services. Virgin received about 24 times more complaints per passenger journey than Southern, as the two operators had the least punctual trains. More than one in four of Virgin’s West Coast services ran at least five minutes behind schedule, the worst ratio of any operator. Long-distance services are officially classified as late after a 10-minute delay, meaning the regulator will rank Southern as running the most late services.
Figures released by the Office of Rail and Road show that the five operators garnering the fewest complaints were all in London, with only London Overground’s operating company LOROL appearing to run a service that ranked accordingly for performance. Figures released by the Office of Rail and Road (ORR) show that the five operators garnering the fewest complaints were all in London, with only London Overground’s operating company LOROL appearing to run a service that ranked accordingly for performance.
Southern, Southeastern, SouthWest and Thameslink all received between 9.5 and 16.5 complaints per 100,000 passengers, compared to 227.9 on Virgin Trains West Coast. Southern, Southeastern, SouthWest and Thameslink all received between 9.5 and 16.5 complaints per 100,000 passengers, compared with 227.9 on Virgin Trains West Coast.
Transport Focus, the official watchdog, said long-distance train customers were more likely to complain but said it was indicative of years of low expectation in their service.Transport Focus, the official watchdog, said long-distance train customers were more likely to complain but said it was indicative of years of low expectation in their service.
David Sidebottom, passenger director of Transport Focus said: “The weary commuter doesn’t complain any more, sadly, because the train is perpetually delayed or you can’t ever get a seat, and has given up on the system.” David Sidebottom, passenger director of Transport Focus, said: “The weary commuter doesn’t complain any more, sadly, because the train is perpetually delayed or you can’t ever get a seat, and has given up on the system.”
One Southern train never ran on time for a year, while the London transport commissioner, Peter Hendy, recently won widespread commuter acclaim by describing London suburban commuter rail services as “shit”. One Southern train never ran on time for a year, while the London transport commissioner, Sir Peter Hendy, recently won widespread commuter acclaim by describing London suburban commuter rail services as “shit”.
Sidebottom said longer-distance operators pick up more complaints because of the nature of the travel: “The impact and value of that particular journey is of a different magnitude. But the long-distance operators encourage people to complain when things go wrong – it’s what a good business does. It builds up trust. They don’t want disgruntled customers. Sidebottom said longer-distance operators picked up more complaints because of the nature of the travel. “The impact and value of that particular journey is of a different magnitude,” he said. “But the long-distance operators encourage people to complain when things go wrong – it’s what a good business does. It builds up trust. They don’t want disgruntled customers.
“With commuter trains, these are harder things to work out and to get sorted, but you end up with the kind of things we’re seeing in the south-east at the moment. We do want commuter train operators to do more.”“With commuter trains, these are harder things to work out and to get sorted, but you end up with the kind of things we’re seeing in the south-east at the moment. We do want commuter train operators to do more.”
Complaints reported monthly by train operators to the ORR include emails, letters and calls to customer relations. The figures do not yet include complaints directed to social media such as Twitter – where many train companies try to resolve issues – nor passing comments to staff. Complaints reported monthly by train operators to the ORR include emails, letters and calls to customer relations. The figures do not yet include complaints directed to social media such as Twitter – where many train companies try to resolve issues – nor by passing comments to staff.
Major works around London Bridge have contributed to the poor performance of commuter trains, while the regulator wrote to Network Rail in June warning it to improve reliability as it missed targets on punctuality. Major works around London Bridge have contributed to the poor performance of commuter trains, while the regulator wrote to Network Rail in June warning it to improve reliability as it had missed targets on punctuality.
A spokesman for Southern said the London Bridge upgrade and “infrastructure and operational issues over the year had led to a sustained period of delays and cancellations across our network”, but said its performance was improving month-by-month. A spokesman for Southern said the London Bridge upgrade and “infrastructure and operational issues over the year had led to a sustained period of delays and cancellations across our network”, but said its performance was improving month by month.
He said: “We are working with Network Rail to deliver a joint improvement plan. We know we still have much to do and are working hard to improve further.”He said: “We are working with Network Rail to deliver a joint improvement plan. We know we still have much to do and are working hard to improve further.”
Phil Whittingham, managing director of Virgin Trains, said the majority of delays were down to Network Rail. “Over the past year we were only responsible for 14% of the delays to our services, which is one of the best results in the industry. We are working hard to ensure that Network Rail improves performance for our customers.”Phil Whittingham, managing director of Virgin Trains, said the majority of delays were down to Network Rail. “Over the past year we were only responsible for 14% of the delays to our services, which is one of the best results in the industry. We are working hard to ensure that Network Rail improves performance for our customers.”
A spokesman for the Rail Delivery Group, representing train operators and Network Rail, said: “We are committed to improving punctuality on a much busier network. We know that we can always do better to deliver the timetable passengers expect.A spokesman for the Rail Delivery Group, representing train operators and Network Rail, said: “We are committed to improving punctuality on a much busier network. We know that we can always do better to deliver the timetable passengers expect.
“Every part of the rail industry is working hard to cut delays, to improve how we communicate with passengers when things go wrong and to deliver the other improvements which the travelling public deserves.”“Every part of the rail industry is working hard to cut delays, to improve how we communicate with passengers when things go wrong and to deliver the other improvements which the travelling public deserves.”