PassengerIndependent national passenger watchdog Voice Rail Summer 2010

In this issue: • Improving station accessibility • Passengers share safety concerns

cancelledcancelled cancelled Passengers talk disruption

The way train operating companies (TOCs) practice at stations on First Great Western handle disruption consistently falls short of pas- (FGW), where performance generally has sengers’ expectations. improved to the point where there have been fewer disruption reports. Trains Wales is In the Spring 2010 National Passenger Survey improving its current train-running information only 35% of passengers in Great Britain said they on its website and will be issuing on-train staff were happy with this aspect of train services. To with better phones to improve their knowledge provide constructive feedback from passengers of delays and response to them. to TOCs, Passenger Focus has set up a nation- wide disruption panel to collate responses with Passenger manager Robert Samson has spo- around 1000 passengers acting as reporters. ken to ’ communications director to discuss the good and the bad in the reports, The specific nature of reports has helped which will be used in training sessions for staff. provide focused comments on good and poor Value for money increases in Wales has scored its focus must continue on passengers’ highest value-for-money passenger bugbear – how the industry handles Spring 2010 satisfaction score in nearly seven disruption, a priority for passengers Improvement years – up six points to 66%. The but with only 40% satisfied.” in % satisfied Decline in % result follows many fares being frozen Passenger Focus will be using the Train Overall or good since satisfied since last January as a result of following on NPS results, in which over 56,000 Company satisfaction Spring 2009 Spring 2009 from the low-inflation rate in mid-2009. passengers take part each year, to Great Britain 83% Value for money Cleanliness of Passenger Focus’s National Pas- work with industry in the review and result (up 2%) (8%) the outside of the train (2%) senger Survey (NPS) found 88% of planning of improvements to their Arriva Trains 88% Facilities for car Cleanliness Arriva Trains Wales (ATW) passengers services. This research builds into Wales parking (8%) of the were satisfied overall with their last a powerful picture of how services Value for outside of the train journey train companies running vary around Britain. Armed with this money (6%) train (9%) cross-border services also received research Passenger Focus, work- Cross 85% Value for Train toilet good overall passenger satisfaction ing with the train companies and Country money (6%) facilities (7%) scores – Wrexham and Shropshire Rail, plan how to boost First Great 83% How well the Cleanliness of 99%, Virgin Trains 90%, CrossCountry satisfaction. Western train company the outside of 85% and First Great Western 83%. Mr Pickering concluded: “Improved deals with the train delays (9%) (5%) Simon Pickering, Passenger Focus scores for Virgin Trains demonstrate Wales manager, said: “Rail services the power of investment. We hope Virgin Trains 90% Punctuality/ - reliability (10%) in Wales continue to score well further promised investment in trains against the Great Britain average of for passengers travelling in Wales is Wrexham and 99% First time - Shropshire included in the 83% overall satisfaction. However, forthcoming sooner rather than later.” Spring survey News roundup Improving station accessibility Disability Wales Passenger Focus has recently Passenger Focus has proposed a number of In its response, Passenger Focus has also drawn shared its research and experi- improvements to railway stations in Wales. attention to the results of the National Passenger ences with Disability Wales to Survey (Autumn 2009) results, which showed The watchdog made the suggestions in its passenger satisfaction with stations in Wales is identify potential areas for future evidence to the National Assembly for Wales’ cooperation. Simon Pickering, generally lower than the average for Britain, and Equality of Opportunity Committee’s inquiry into that rail travellers with disabilities are even more Passenger Focus Wales man- making stations more accessible. ager, will speak at a Disability likely to be frustrated with their experiences. Wales conference in North The main recommendations are: Wales in October. • To establish minimum standards for the provi- Why don’t people use sion of facilities at different types of railway rail more? stations, including information, security, waiting rooms and shelters, disabled access and toilets Passenger Focus has looked into why people who make lim- • To provide real-time computerised information ited use of rail services do not displays at every station use the train more. The survey • To establish a robust management process to was run in partnership with the ensure stations are maintained to a high standard Association of Train Operating Companies and undertaken • To ensure there are ramps for stations with low at nine stations across Britain, platform heights to assist wheelchair users, Stella Mair Thomas, Passenger Focus Wales including Shotton in North passengers with reduced mobility, and people board member in Wales, welcomed the National Wales. The main reasons given travelling with children and/or luggage Assembly for Wales’ review, adding: “Stations were inconvenience (34%), cost • To maintain and/or increase staffing levels are the gateway to the rail network and it is very (31%) and door-to-door journey at stations. important that they provide a welcoming and ac- time (18%). The results have cessible start and end to a journey.” been shared with staff working on the Shotton Station Travel Plan initiative. Wales v Scheme Passengers share Passenger Focus has launched match prompts its Welsh Language Scheme safety concerns following approval from the rail concerns Welsh Language Board. It Passenger Focus research threatening behaviour (59%), There could be serious travel outlines how it meets the needs shows that passengers in theft of belongings (35%) and difficulties for passengers after of people who wish to commu- Wales are generally satisfied those under the influence of the Six Nations game be- nicate with the independent rail with their personal secu- alcohol and/or drugs (33%). tween Wales and England at consumer watchdog in Welsh. rity on trains. However, of Simon Pickering, Passenger ’s those passengers who are Passenger Focus has also Focus Wales manager, said: on 4 February 2011, warns not satisfied, the anti-social responded to a consultation “Passengers generally feel safe Passenger Focus. behaviour of others was their from the National Assembly for on the railway in Wales but primary concern. The scheduling of the Friday Wales about proposals for new having staff available definitely night match, which kicks off Welsh language legislation. Respondents on Arriva Trains makes a difference―- 37% of at 7.45pm, has been criti- Wales (ATW) said the most ir- passengers called for more cised by both the independ- ritating passengers were those staff on the train and 38% ent passenger watchdog and who played music or DVDs said they wanted more visible train operators due to con- loudly (58%), fare evaders police on board. More than cern that regular rail services Unstaffed stations (53%) and vandals (53%). half―(58%)―said they would feel will not be able to cope with safer if rowdy or drunk people the extra demand. A Passenger Focus project aimed were prevented from boarding at improving the experience of rail the train.” Passenger Focus is talking travellers using unstaffed stations to the train companies about in Wales is nearing completion. Passenger Focus has dis- providing additional re- cussed the results of the The results of surveys on the sources, but even if sufficient research with stakeholders extra capacity can be found, Cambrian Coast Line and the in Wales, including ATW and Line in the Cardiff there may still be disruption British Transport Police (BTP) to services the next day as Valleys, carried out as part of to help them plan their security the Autumn 2009 wave of the trains finish the night in the activities. It is pleasing to note ‘wrong’ place. National Passenger Survey, identi- In answer to what types of that crime on the rail network fied a number of areas of concern anti-social behaviour they in Wales has fallen over the Passenger Focus is calling on for passengers using unstaffed felt threatened their personal past year with BTP reporting all parties, not just the train stations, including ticket buying, safety, passengers said they that robberies were down 40%, companies but also the Welsh facilities and personal security. were most worried by passen- fraud offence 70% lower, and Assembly, Stadium and rugby These findings are being followed gers who were abusive or used sex offences falling 39%. officials, to work together to up in a series of focus groups. find effective solutions.

For further information go to www.passengerfocus.org.uk