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Ten Year Low in Rail Passenger Satisfaction Shows "Desperate State of Privatised Rail"

29 January 2019

The latest Transport Focus survey of more than 25,000 passengers has highlighted a severe slump showing passenger satisfaction at its lowest for a decade.

The report, which has just been published, shows overall satisfaction has dropped to 79 per cent, in contrast to 83 per cent in 2008, with more than one in five passengers not satisfied.

Passenger satisfaction with how train operators dealt with delays scored just 37 per cent, and for one company (Southern and Thameslink) stood at a mere 29 per cent.

In the main Transport Focus blamed worsening punctuality and the timetable chaos of last summer for causing passengers to be frustrated with the railways.

Commenting, TSSA General Secretary – Manuel Cortes said: “This is an utterly scathing report which pulls no punches about the desperate state of our privatised railways.

“Privatisation has failed and Failing Chris Grayling and his crew can now be in no doubt about the levels of anger among the travelling public who rely on our railways each and every day.

“Transport Focus is right to call for ‘a better value for money and more reliable railway’ and is also correct to say the Williams Rail Review must bring about ‘fundamental change’.

Real change, value for money, and a reliable railway are all possible but only if we have a government prepared to run our railways in the national interest and not for profit.

“The question now must be – is this Tory Government able to listen or simply bunkered in its own ideology and blindsided by Brexit? What we have seen with this report is serious deterioration over ten years leading to real anger over the performance of our railways.

“We could be so much better; Britain deserves so much better.”

The National Rail Passenger Survey was conducted between September 1 and November 16 last year and is one of the largest published passenger satisfaction surveys of rail passengers in the world.

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