Thameslink bottom of the pile in rail survey

Govia Thameslink Train

‘Which’ published their annual rail survey today, with Thameslink featuring in the bottom three out of 30 rail operators.

Thameslink scored a customer satisfaction score of just 36% and the survey found that nearly half of commuters find travelling stressful, with some people even reporting that they have had to move house to escape a nightmare train journey.

Mohammad Yasin MP for Bedford said: “Passengers who faced months of severe disruption following the timetable changes last May still faced a hike in rail fares at the start of the year.

“In the many discussions that I have had with ministers and officials on rail issues since my election, it has always been clear that the Government are powerless to act against the train operating companies, who continue to put profit before customer experience. This passenger misery will only end when we bring the rail system back into public ownership.”

The latest figures from Which?’s consumer insight tracker also reveal a growing level of distrust of the rail industry. It now stands at 32%, five percentage points higher than a year ago.Thameslink

You can read the full Which? report here.

In response, a Govia Thameslink Railway spokesman said: “Passengers are benefiting from improved services on what are the UK’s busiest rail routes.

“Punctuality and reliability are back on track on Thameslink and Great Northern after last May’s timetable change. We are now running 400 more services every day than we were a year ago with space for 50,000 more commuters to and from London.

“This May we’ll be adding still more services into the timetable. Passengers affected by the May timetable have been paid £17 million in compensation and we have set aside a £15 million fund dedicated to making improvements customers tell us they want.”

Which? Managing Director of Public Markets Alex Hayman said: ‘It is shocking that a modern transport system is allowed to have such a negative impact on the people who rely on it every day.

“Its failures are affecting people’s health and employment, and some are even forced to move home as a result of the disruption. The industry must start putting the interests of passengers first to address the chronic issues identified in our survey.

“Delays and disruption have a real impact on people’s lives, and their work and families are being affected. The rail system needs to work for passengers not just the rail industry.

You can join almost 117,000 other commuters and join the Which? campaign for a better train service here.