HS2

26.10.18

Rate of complaints hit six-year high for UK railway

The rate of rail complaints for the quarter has hit a six-year high due to frustrations over punctuality and reliability during the May timetable chaos, according to the ORR.

There were 29.9 complaints per 100,000 journeys in 2018-19 Q1, which is an 6.6% increase from Q1 last year, despite a long-term decline in the rate of complaints, with a 76% decrease since 1998-99.

Complaints about timetabling increased to almost 5% of all complaints in this year’s first quarter – timetable complaints typically account for les than 1% of all complaints.

With 46% of train times altering in the May 2018 timetable change, a number of TOC’s experienced a spike in complaints, particularly journeys on Govia Thameslink Railway and Northern.

The worse affected, Northern, generally saw its rates rise 63% to 26 complaints per 100,000, and the number of complaints it answered within 20 working days fell from 92% to 58%.

Northern responded by attributing the January collapse of Carillion to a decline in service.

“We rapidly had to bring all customer service functions in-house.

“The transition resulted in a short-term reduction in our ability to process complaints as quickly as we would have liked,” Northern said.

“We are sorry for the impact this had on our customers.”

An ORR report in September blasted the transport secretary, Network Rail and the DfT’s handling of the timetable debacle, claiming “no one took charge” during the chaos.

Enjoying RTM? Subscribe here to receive our weekly news updates or click here to receive a copy of the magazine!

Image credit - william87

Comments

There are no comments. Why not be the first?

Add your comment

rail technology magazine tv

more videos >

latest rail news

HS2 Ltd: Five tech firms join Innovation Accelerator initiative

11/09/2020HS2 Ltd: Five tech firms join Innovation Accelerator initiative

HS2 Ltd have announced today (11 Sept) the first five revolutionary tech firms that will join HS2 Ltd’s Innovation Accelerator programme. ... more >
Network Rail publish Decarbonisation Plan

11/09/2020Network Rail publish Decarbonisation Plan

Network Rail have released their interim Traction Decarbonisation Network Strategy, illustrating its preliminary recommendations for decarbonisin... more >
Trains kept moving by AWC despite damaged overhead wires

11/09/2020Trains kept moving by AWC despite damaged overhead wires

Avanti West Coast have taken an unlikely option to allow their timetable to run, without delays, despite damaged overhead wires. The operato... more >

last word

Encouraging youngsters to be safe on the railway

Encouraging youngsters to be safe on the railway

This summer, Arriva Group's CrossCountry and the Scout Association joined to launch a new partnership to promote rail safety among young people. Chris Leech MBE, business community manager at the... more > more last word articles >

'the sleepers' daily blog

On the right track, Sulzer is awarded RISAS accreditation for Nottingham Service Centre

29/06/2020On the right track, Sulzer is awarded RISAS accreditation for Nottingham Service Centre

Following an independent audit, Sulzer’s Nottingham Service Centre has been accepted as part of the rail industry supplier approval scheme (RISAS). The accreditation reinforces the high-quality standards that are maintained by Sulzer’s network of independent repair facilities across the UK and further afield in its global network. ... more >
read more blog posts from 'the sleeper' >

comment

The challenge of completing Crossrail

05/07/2019The challenge of completing Crossrail

With a new plan now in place to deliver Crossrail, Hedley Ayres, National Audit Office manager, major projects and programmes, takes a look at ho... more >
Preparing the industry to deliver trains for the future

04/07/2019Preparing the industry to deliver trains for the future

The move to decarbonise the rail network involves shifting to cleaner modes of traction by 2050. David Clarke, technical director at the Railway ... more >
Sunshine future beckons for South Wales Railways, says 10:10 Climate Action’s Leo Murray

02/07/2019Sunshine future beckons for South Wales Railways, says 10:10 Climate Action’s Leo Murray

Smart electrification is the way to boost clean energy resources, argues Leo Murray, director at 10:10 Climate Action. Contractors are clear... more >
Ambition doesn’t have to be expensive, says Midland Connect's Maria Machancoses

02/07/2019Ambition doesn’t have to be expensive, says Midland Connect's Maria Machancoses

The TCR Midlands conference is only days away and tickets are going fast for the sector event of the year at the Vox Conference Centre in Birming... more >

rail industry focus

View all News

interviews

Andrew Haines, CE of Network Rail, tells BBC News his organisation could issue future rail franchises

24/06/2019Andrew Haines, CE of Network Rail, tells BBC News his organisation could issue future rail franchises

Andrew Haines, the Chief Executive of Network Rail, has told the Today programme on Radio 4's BBC’s flagship news programme that he wo... more >