1 November 2022, London Marriott Hotel County Hall
21 November 2022, Hilton London Metropole
November 2022, Virtual
UK rail passengers have become more dissatisfied with their train services over the last year – particularly in south-east England and Scotland.
Overall satisfaction rates fell from 83 per cent to 81 per cent, according to independent watchdog Transport Focus’ annual National Rail Passenger Survey.
The largest year-on-year falls in satisfaction levels have been for Southern, which has been affected by a long-running industrial dispute, as well as Scotrail and Great Northern.
The satisfaction of passengers in London and the south-east fell from 82 per cent to 80 per cent across all of the region’s train operators, with results significantly worse for those travelling in peak hours. Satisfaction rates in Scotland also fell by six points year-on-year.
Among airport rail services, Gatwick Express recorded a satisfaction score of 82 per cent but only 33 per cent of those surveyed thought it was good value for money – the lowest level among all UK train companies.
While Heathrow Express had the second highest overall satisfaction score of 96 per cent but only 53 per cent thought it was value for money. Hull Trains had the highest overall score at 97 per cent.
Transport Focus chief executive Anthony Smith said: “The results around the country are disappointing. Scottish passengers and those travelling in peak hours in London and the south east are bearing the brunt of poor performance.
“The timetable on parts of the London and south east’s railway can be a work of fiction which passengers cannot rely on. As passenger numbers rise, parts of the rail network will remain brittle until welcome improvements are in place and working.
“Southern, Thameslink, Gatwick Express and Network Rail must continue to collaborate to produce a more robust timetable. Passengers need a better balance between peak and off-peak services, reliability and capacity.”