12.05.17
Passengers report overcrowded, late and dirty trains in survey
Over half of passengers (53%) could not get a seat on a train due to overcrowding at least once during the last six months, a Which? survey has today stated.
The survey asked passengers about their experiences with train delays and overcrowding over the past six months.
It found that overcrowding was a major problem for many people, as 53% reported not being able to find a seat at least once and 15% said it was a regular problem.
And many also stated that delays were common, as 51% said at least one train had been more than 15 minutes late in the last six month while 12% said this happened regularly.
TOCs were also criticised for not keeping carriages in a suitably tidy state, as half of respondents said at least one train they had travelled on had not been cleaned while just under one in five (18%) claimed they had been unable to access any toilet facilities on a long train journey at least once.
Other problems raised by the survey were that passengers did not trust companies to put things right, as only 43% thought their claim for compensation was handled fairly.
And many passengers stated they were unsure of how to go about making a claim, as 67% said they would go to the rail ombudsman – despite this being a position that does not currently exist.
Specific comments from passengers also showed that operators had not been responding to passenger complaints, as a man called Phillip told Which?: “My wife and I have written to complain on a number of occasions. In some instances, we have had a response but on other occasions, nothing.”
The results of the survey have led the consumer watchdog to call on the next government to make passenger satisfaction a top priority.
Alex Hayman, Which? managing director of Public Markets, said: “The rail sector is failing passengers on too frequent a basis.
“People believe that improving rail services should be one of the top priorities for the next government, which isn’t surprising given the numerous stories we have heard about constant delays and overcrowding that many people face on a daily basis.”
Hyman also stated that the next government will need to quickly step up and ensure that passengers are getting a much better standard of service.
“Trust can only begin to be restored by introducing an independent, statutory ombudsman, and a stronger regulator that stands up for passengers,” he concluded.
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