Passengers travelling on c2c services want punctual trains, more frequent services and value for money when a new operator is appointed to take over the region's railway. However, Passenger Focus has found that personal security is also a top priority for improvement for passengers using current rail services.
Passenger Focus has made recommendations to the Government on what should be included in the new Essex Thameside franchise, currently run by train company c2c. The watchdog's submission will be outlined to rail user groups today at Passenger Focus's South East Rail User Group Conference in Stratford, London.
Passenger Focus interviewed over 1000 passengers using c2c services and found that improved personal security at the station was ranked fifth and better security on the train eighth in their list of priorities. As the need for improved security is rated higher than in other parts of Great Britain, Passenger Focus is calling for National Passenger Survey security targets, a requirement for more visible staff, comprehensive CCTV and Secure Stations accreditation to be included in the franchise contract.
Anthony Smith, Passenger Focus chief executive, said: "Our research shows personal security is a higher priority for improvement among passengers using c2c services than those travelling in other parts of Great Britain. The safety and security of passengers should always be of paramount importance and if there are worries about safety, the industry should address this from the outset.
"c2c passengers tell us they also want better value for money from their train company - this means fair prices, on time services, more seats and better handling of disruption. Passengers have outlined their priorities for improvement and we hope the Government will take their views seriously as it reviews the deal for the new franchise operator."
In its submission, the watchdog is calling for the industry to report on the number of trains actually arriving on time - not just those arriving within five minutes. Punctuality should also be measured at intermediate stations along the route as well as at the end destination. Passenger Focus has also called for timetable improvements, including earlier starts to weekend train services, later-evening trains and the trial of Boxing Day services.
Passenger Focus values the views and input of rail user and interest groups and is holding the Greater South East Rail User Group Conference to discuss rail performance, capacity and disruption management issues.