Measuring up Annual Rail Consumer Report 2019 Findings by Train Company

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OFFICE OF RAIL AND ROAD

MEASURING UP ANNUAL RAIL CONSUMER REPORT 2019 FINDINGS BY TRAIN COMPANY

1 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

© Crown copyright 2019 This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3. Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned. This publication is available at orr.gov.uk Any enquiries regarding this publication should be sent to us at orr.gov.uk/contact-us

2 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

CONTENTS

Guidance Notes...... 4-6 c2c ...... 7-9

Caledonian Sleeper...... 10-12

Chiltern Railways...... 13-15

CrossCountry...... 16-18

East Midlands Trains...... 19-21

Govia Thameslink Railway...... 22-24

Grand Central...... 25-27

Great Western Railway...... 28-30

Greater Anglia...... 31-33

Heathrow Express...... 34-36

Hull Trains...... 37-39

London North Eastern Railway (LNER)...... 40-42

London Overground...... 43-45

Merseyrail...... 46-48

Northern...... 49-51

ScotRail...... 52-54

South Western Railway...... 55-57

Southeastern...... 58-60

TfL Rail...... 61-63

TfW Rail (Arriva Trains Wales)...... 64-66

TransPennine Express...... 67-69

Virgin Trains West Coast...... 70-72

West Midlands Trains...... 73-75

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GUIDANCE NOTES ON HOW TO READ THE TRAIN COMPANY REPORTS

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur Owner group: This is the parent company Passenger satisfaction with the usefulness of which owns the train operating company. information provided to passengers when delays Operator: Train operating company. occur, available at both train operating company and Franchise: Name of the franchise the train a national level. operating company operates. Franchise period: Period of time for which the The data is sourced from the Transport Focus twice train operating company has been contracted to yearly National Rail Passenger Survey (NRPS). Data is run the franchise. included from Spring 2014 to Autumn 2018. Spring Employees: Number of employees the train 2019 data was published on 27 June 2019. operating company has. The side arrows indicate the percentage point change Operated stations: Number of stations the train company operates. from Autumn 2017 to Autumn 2018. Sector: Long distance, Regional or London and South East. Passenger journeys per annum: Number of annual passenger journeys on the train operating company. Source: Transport Focus, National Rail Passenger Survey

Passenger satisfaction with how well the train Passenger satisfaction with the provision of company deals with delays information during the journey Passenger satisfaction with how well the train Passenger satisfaction with the provision of company deals with delays, available at both train information during the journey, available at both train operating company and a national level. operating company and a national level. The data is sourced from the Transport Focus twice The data is sourced from the Transport Focus twice yearly National Rail Passenger Survey (NRPS). Data is yearly National Rail Passenger Survey (NRPS). Data is included from Spring 2014 to Autumn 2018. Spring included from Spring 2014 to Autumn 2018. Spring 2019 data was published on 27 June 2019. 2019 data was published on 27 June 2019. The side arrows indicate the percentage point change The side arrows indicate the percentage point change from Autumn 2017 to Autumn 2018. from Autumn 2017 to Autumn 2018. Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey

Transparency and accountability Actions to improve information for passengers, 2018-19 Train operators produce a ‘Local Plan’ setting out how they will provide information to passengers. This can The information in this box outlines the actions the be tailored to how they run their services. train company has informed ORR that it has taken in Train operators need to publish their Local Plan (or a the period 2018-19 to improve the quantity and or public facing version of it), a link to the current Code quality of information it is providing to its passengers. of Practice for the provision of customer information Examples may have been supplied direct by the train and an annual progress report. All operators were operator or taken from its Local Plan compliant with this in October 2015 but in October 2016 the industry changed its Code of Practice. This box records whether the operator has updated its website in accordance with the new Code of Practice. An audit of operator websites was undertaken in May 2017.

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GUIDANCE NOTES ON HOW TO READ THE TRAIN COMPANY REPORTS

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

The number of passenger assists requested. These The number of instances where the train company assists were booked through the National Passenger provided Alternative Accessible Transport (AAT) in Assistance Booking System, known as Passenger 2018-19. Assist, managed by the Rail Delivery Group (RDG). All operators must provide free alternative transport Please note, the data does not include unbooked to take passengers to the nearest or most convenient assistance, often called ‘Turn Up and Go’. accessible station in certain circumstances, for The number of booked assistance requests are example when the station is inaccessible to the shown for each company that manages a station, and passenger or when rail replacement services are therefore not necessarily against the train company inaccessible. which the passenger travels with. For example, if a The volume of AAT may be high because an operator passenger requests an assist at Darlington station has a large number of inaccessible stations (for for a Cross Country train journey, the assist will be example) so it is important to view the figures in recorded against London North Eastern Railway, as context. London North Eastern Railway manage the station. This is why we do not have any data for those train It should be noted that this only relates to AAT companies who do not manage any stations. provided in relation to pre-booked assistance. Source: Train Operating Companies

Passenger experience of booked assistance, 2018-19 Research on passenger experience of booked of staff who provided assistance at the station: experience throughout 2018-19. Based on research Question D17a – how satisfied were you with the by Breaking Blue where approximately 5,000 helpfulness and attitude of staff who provided Passenger Assist users were asked about their assistance at the station? experience. The 2018-19 data is a repeat of the 4). Overall satisfaction with the whole process from research in 2017-18 (2017-18 research published booking assistance to assistance received: here). Question D21 - how satisfied are you with the The graphs are based on the following questions: whole process from booking the assistance to the 1). Passenger outcome for assistance that was assistance received for your last journey. booked: Question D5 - did you actually receive the The sample size is shown due to varying sample sizes following assistance? between operators. Operators with a low sample 2). Satisfaction with assistance at the station: size are not shown due to issues with the robustness Question D7 – how satisfied were you with the of the data. Data not available for those operators overall assistance at the station? who do not operate any stations, a note will indicate where this is the case. 3). Satisfaction with the helpfulness and attitude

Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19 Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 The information in this box outlines the staff training The volume of accessibility complaints per 100,000 in relation to disability and equality awareness issues journeys. This is shown for both the train company the train company reports it has undertaken in 2018- and at a national level. 19 with a view to improving the quality of service it provides to passengers who require additional Accessibility rate is calculated using the complaint support when travelling on its services. categories which train companies submit to ORR.

Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

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GUIDANCE NOTES ON HOW TO READ THE TRAIN COMPANY REPORTS

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter

The volume of complaint correspondence closed The percentage of complaints which are answered per 100,000 journeys. Complaints are normalised by by the train operator within 20 working days. Our passenger journeys to allow effective comparison regulatory requirement is to close 95% of complaints of data between time periods and train operating within 20 working days. companies. Results are provided for the four quarters in 2018-19 Results are provided for the four quarters in 2018-19 which refer to 3-monthly time periods. which refer to 3-monthly time periods.

Source: Train Operating Companies and LENNON (the rail industry’s ticketing Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 The data in this box shows the top five causes of complaints for the train operator in 2018-19. The The information in this box outlines the steps that table also shows what proportion of complaints each each train company reports it has taken in 2018-19 to of the top five complaints issues accounted for and address issues highlighted in passenger complaints. the percentage point change for each complaint This relates to the requirement for each licensee category versus 2017-18. to demonstrate how it is embedding a culture of continuous improvement in its complaint handling. A link to the company’s approved Complaints Handling Procedure is also provided.

PP = percentage point change Source: Train Operating Companies Source: Train Operating Companies Operator full response available here: https://orr.gov.uk/rail/ Data tables: Complaints by NRPS category by TOC - Table 14.5 consumers/annual-rail-consumer-report

Delay compensation claims, 2018-19

The left-hand side of this box displays the volume The top-right hand side of this box displays the of delay compensation claims closed by the train percentage of delay compensation claims closed operator in 2018-19. The graph shows this by ‘rail which have been answered by the train operator period’ where a rail period is normally 28 days, or four within 20 working days since it was received. weeks, for business reporting purposes (Sunday to The bottom-right hand side of this box displays the Saturday) and there are 13 rail periods in a financial percentage of delay compensation claims closed year. which have were approved by the train operator.

Source: Train Operating Companies Data tables: Rail delay compensation claims by TOC - Table 17.01

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C2C

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Owner group: Trenitalia Operator: c2c c2c National Franchise: Essex Thameside 75% Franchise period: 9 November 2014 – 10 November 2029 50% 54% Employees: 690 42% Operated stations: 25 Change on 25% Sector: London and South East last year Passenger journeys per annum: 49.1 million 2.8 PP 0% S A S A S A S A S A -1.7 PP Source: Train Operating Companies and LENNON (the rail industry’s 2014 2015 2016 2017 2018 ticketing and revenue database) PP = percentage point change Data tables: TOC Key statistics Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey 100% 100%

c2c National c2c National 82% 75% 75% 74%

50% 40% 50% 37% Change on 25% Change on 25% last year last year -1.2 PP 0.2 PP 0% 0% S A S A S A S A S A S A S A S A S A S A -7.9 PP -1.3 PP 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 PP = percentage point change PP = percentage point change Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A)

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C2C

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport c2c received 1,057 booked assistance All operators must provide free alternative transport requests in 2018-19. This accounted for Change on last year to take passengers to the nearest or most convenient 0.1% of all booked assists made nationally accessible station in certain circumstances: in 2018-19. -13.1% • When a station is inaccessible to the passenger; 150 • When rail replacement services are running that 100 are not accessible to the passenger (because of planned engineering works for example); or 50 • When there is disruption to services at short 0 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 notice that, for whatever reason, makes services 2017-18 2018-19 inaccessible to disabled passengers.

Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, c2c were not able to report on the number of or four weeks, for business reporting purposes (Sunday to Saturday) and alternative accessible transport that were provided in there are 13 rail periods in a financial year. 2018-19. Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance, 2018-19

No data is available on this company’s performance on the reliability of its booked assistance due to a low sample size, which is a natural effect of having lower than average booking volumes.

Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 700 c2c staff received

Change on Change on disability and equality awareness training. last year last year • All new staff receive disability awareness training -2.6% 14.6% as part of their induction and existing staff are currently planned to receive fresher training at a minimum of every two years. 0.4 • c2c use a combination of training methods 0.1 including classroom training, coaching sessions, c2c National E-learning and on the job training. We therefore recommend reading the full detailed Source: Train Operating Companies description of c2c’s disability training activities here Data tables: Complaints by NRPS category by TOC - Table 14.5 on our website: https://orr.gov.uk/rail/consumers/ annual-rail-consumer-report

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C2C

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 35 100% 99.9% 99.9% 100.0% Complaints 98.8% responded 30 to 28.9 Complaints 80% within 20 25 rate per 26.2 working 100,000 days in 20 22.5 journeys in 60% 2018-19: 20.9 2018-19: 99.6% 15 24.6 40%

10 Change on Change on last year 20% last year 5 17.2% -0.4 PP 0 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type c2c’s Complaints Handling Procedure is available of complaints last year at: https://orr.gov.uk/rail/licensing/licensing-the- 32.6% Smartcards -5.1 PP railway/complaints-handling-procedures/complaints- Punctuality/reliability handling-procedures-decision-letters 15.8% (i.e. the train arriving/ 4.1 PP c2c reports it has taken some of the following actions departing on time) in 2018-19 to address issues highlighted in passenger No response from complaints: 10.4% 5.5 PP TOC • c2c have been engaging directly with customers Ticketing and refunds through social media to respond to Smartcard 7.6% -3.7 PP policy queries. Ticket buying facilities • c2c have introduced new IT systems to improve 4.1% 1.6 PP - other the processing and responding times for queries and complaints. A more detailed list of the actions which have been taken to improve services in response to complaints PP = percentage point change can be viewed here: https://orr.gov.uk/rail/ Source: Train Operating Companies consumers/annual-rail-consumer-report Data tables: Complaints by NRPS category by TOC - Table 14.5

Delay compensation claims, 2018-19 c2c responded to 99.9% of c2c closed 44,213 delay compensation claims in 2018-19. delay compensation claims 10,000 99.9% within 20 working days in 2018-19. 8,000 c2c approved 86.1% of delay 6,000 compensation claims closed in 86.1% 4,000 2018-19.

2,000 Note: A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and 0 there are 13 rail periods in a financial year. P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Data tables: Rail delay compensation claims by TOC - Table 17.01

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CALEDONIAN SLEEPER

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur Owner group: Serco Note: Caledonian Sleeper does not participate in the Operator: Caledonian Sleeper National Rail Passenger Survey. Instead, Transport Franchise: Caledonian Sleeper Focus carry out an individual survey for Caledonian Franchise period: 31 March 2015 – Sleeper. The latest data will be published on the 31 March 2030 Transport Focus website, see here for the latest Employees: 174 results published June 2017. Operated stations: 0 Sector: Scotland Passenger journeys per annum: 0.3 million

Source: Train Operating Companies and LENNON (the rail industry’s ticketing and revenue database) Data tables: TOC Key statistics

Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey Note: Caledonian Sleeper does not participate in the Note: Caledonian Sleeper does not participate in the National Rail Passenger Survey. Instead, Transport National Rail Passenger Survey. Instead, Transport Focus carry out an individual survey for Caledonian Focus carry out an individual survey for Caledonian Sleeper. The latest data will be published on the Sleeper. The latest data will be published on the Transport Focus website, see here for the latest Transport Focus website, see here for the latest results published June 2017. results published June 2017.

Transparency and accountability Actions to improve information for passengers, 2018-19 All train operators should publish the actions they are taking to improve passenger information in a Caledonian Sleeper reports it has taken some of Local Plan together with a link to the current industry the following actions to improve its provision of Code of Practice (Oct 2016) and an Annual Progress information to passengers: Report (required to meet industry action PIDD-41). • It has introduced a dedicated social media lead • Code of Practice – None to drive forward our strategy and engagement on • Local Plan – None the various social media channels. Currently non-compliant. • It has completed the installation of 37 information points at stations across our network. • It has recently launched a new website, giving a more enhanced level of detail and insight into the product it offers.

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CALEDONIAN SLEEPER

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

Data on the volume of booked assistance requests All operators must provide free alternative transport received in each rail period is available for each to take passengers to the nearest or most convenient train operator that manages a station. This data accessible station in certain circumstances: is therefore not available for Caledonian Sleeper because they do not manage any stations. • When a station is inaccessible to the passenger; • When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or • When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers. In 2018-19 alternative accessible transport was provided 4 times by Caledonian Sleeper.

Passenger experience of booked assistance, 2018-19

Data on passenger satisfaction with booked assistance is not available for Caledonian Sleeper as they do not manage any stations.

Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 131 Caledonian Sleeper staff received disability and equality awareness 2.0 training. • All new staff receive disability awareness training as part of their induction and all existing staff Change on receive refresher training on an annual basis. last year A full description of Caledonian Sleeper’s disability 0.4 14.6% training activities in 2018-19 can be viewed here Caledonian National on our website: https://orr.gov.uk/rail/consumers/ Sleeper annual-rail-consumer-report Note: Caledonian Sleeper received a low number of accessibility complaints (3 in 2017-18, and 6 in 2018-19). Due to the low number, a percentage change for Caledonian Sleeper has not been provided. Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 11 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

CALEDONIAN SLEEPER

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter

300 100% Complaints responded 270.4 95.8% 250 92.0% 90.2% to Complaints 80% within 20 rate per 78.0% working 200 100,000 days in journeys in 60% 2018-19: 150 2018-19: 88.9% 152.0 40% 123.2 122.8 100 114.9 Change on Change on last year 20% last year 50 -11.1 PP 11.0% 0 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type Caledonian Sleeper’s Complaints Handling of complaints last year Procedure is available at: https://orr.gov.uk/rail/ Upkeep and repair of licensing/licensing-the-railway/complaints-handling- 12.4% 0.6 PP the train procedures/complaints-handling-procedures- decision-letters 12.2% Facilities on board 1.2 PP Caledonian Sleeper reports it has taken some of the following actions in 2018-19 to address issues Punctuality/reliability highlighted in passenger complaints: 8.6% (i.e. the train arriving/ 3.5 PP • A new website was introduced to improve the departing on time) passenger booking process. Other complaints • Current trains have seen the addition of new 7.6% 2.2 PP handling soft furnishings such as new mattresses and improved catering facilities to address the 5.8% Other – miscellaneous -23.3 PP provision of facilities on board. A more detailed list of the actions which have been PP = percentage point change taken to improve services in response to complaints Source: Train Operating Companies can be viewed here: https://orr.gov.uk/rail/ Data tables: Complaints by NRPS category by TOC - Table 14.5 consumers/annual-rail-consumer-report Delay compensation claims, 2018-19 Caledonian Sleeper responded to 100.0% of delay Caledonian Sleeper closed 5,610 delay compensation claims in 2018-19. 100.0% compensation claims within 1,000 20 working days in 2018-19.

800 Caledonian Sleeper approved 600 94.2% of delay compensation 94.2% claims closed in 2018-19. 400 Note: A ‘rail period’ is normally 28 days, or four weeks, for 200 business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. 0 Data tables: Rail delay compensation claims by TOC - Table P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 17.01

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CHILTERN RAILWAYS

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Owner group: Arriva UK Trains Operator: Chiltern Railways Chiltern Railways National Franchise: Chiltern Railways 75% Franchise period: 21 July 1996 – 63% 11 December 2021 50% Employees: 852 42% Operated stations: 35 Change on 25% Sector: London and South East last year Passenger journeys per annum: 29.3 million 1.8 PP 0% S A S A S A S A S A -1.7 PP Source: Train Operating Companies and LENNON (the rail industry’s 2014 2015 2016 2017 2018 ticketing and revenue database) PP = percentage point change Data tables: TOC Key statistics Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey 100% 100% Chiltern Railways National Chiltern Railways National 79% 75% 75% 74%

50% 53% 50% 37% Change on Change on 25% last year 25% last year

6.1 PP 0.2 PP 0% 0% S A S A S A S A S A S A S A S A S A S A -1.2 PP -0.6 PP 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 PP = percentage point change PP = percentage point change Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Transparency and accountability Actions to improve information for All train operators should publish the actions they passengers, 2018-19 are taking to improve passenger information in Chiltern reports it has made the following changes to a Local Plan together with a link to the current improve information to its passengers: industry Code of Practice (Oct 2016) and an • Prototype departure summary screens are being Annual Progress Report (required to meet trialled at four busy stations, allowing better industry action PIDD-41). information to be provided including London • Code of Practice – October 2016 Underground line statuses. • Local Plan – Oct 2016 • Multi-lingual staff have been recruited at three stations to provide improved customer information The Local Plan was written for the old Code of and assistance. Imminent launch of GPS train Practice and needs to be updated. We have been in location feeds which will improve the quality of live contact with Chiltern recently and await a draft of train running information during disruption. its updated plan. • Trains between Harrow-on-the-Hill & Amersham will have live train running information for the first time. 13 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

CHILTERN RAILWAYS

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

Chiltern received 17,068 booked assistance All operators must provide free alternative transport requests in 2018-19. This accounted for Change on last year to take passengers to the nearest or most convenient 1.3% of all booked assists made nationally accessible station in certain circumstances: in 2018-19. 11.0% • When a station is inaccessible to the passenger; 2,000

1,500 • When rail replacement services are running that are not accessible to the passenger (because of 1,000 planned engineering works for example); or 500 • When there is disruption to services at short 0 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 notice that, for whatever reason, makes services 2017-18 2018-19 inaccessible to disabled passengers. Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and In 2018-19 alternative accessible transport was there are 13 rail periods in a financial year. provided 122 times by Chiltern. Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance, 2018-19 Passenger outcome for assistance that was booked Satisfaction with the helpfulness and attitude of (all passengers) staff who provided assistance at the station (for 11% 11% All assistance those passengers met by staff) 7% 10% received 80% 76% Some assistance 89% 91% received None assistance Chiltern Railways National received Chiltern Railways National Note: may not add up to 100% as ‘unsure/don’t know’ are not shown. Satisfaction with assistance at the station (for those Overall satisfaction with the whole process from passengers met by staff) booking assistance to assistance received (all passengers) 85% 88% 79% 85% Chiltern Railways National Chiltern Railways National Sample size: 100 Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 122 Chiltern staff received

Change on Change on disability and equality awareness training. last year last year • All new staff receive disability awareness training as 30.2% 14.6% part of their induction and all existing staff receive refresher training every two years. • The disability and equality awareness element of 0.4 0.4 Chiltern’s induction course is delivered by Hear First. The refresher training is delivered by in-house trainers.

Chiltern Railways National A full description of Chiltern’s disability training activities in 2018-19 can be viewed here on our website https://orr.gov. uk/rail/consumers/annual-rail-consumer-report Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

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CHILTERN RAILWAYS

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 30 100% 100.0% 100.0% 99.9% 99.9% Complaints responded 25 Complaints to 80% within 20 24.2 23.9 rate per 22.2 100,000 working 20 21.3 days in journeys in 60% 2018-19: 2018-19: 15 22.9 99.9% 40% 10 Change on Change on last year 20% last year 5 -1.5% -0.1 PP 0 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type Chiltern’s Complaints Handling Procedure is available of complaints last year at: https://orr.gov.uk/rail/licensing/licensing-the- Ticket buying facilities railway/complaints-handling-procedures/complaints- 14.2% 4.4 PP - other handling-procedures-decision-letters Punctuality/reliability Chiltern reports it has taken some of the following 9.8% (i.e. the train arriving/ -1.7 PP actions in 2018-19 to address issues highlighted in departing on time) passenger complaints: • Advertise price guarantees on TVM’s to inform 9.0% Ticket buying facilities 1.0 PP customers of their rights to claim refunds where Sufficient room for appropriate. 8.4% all passengers to sit/ -1.0 PP • Amended the timetable to increase the number stand of seats available to address complaints about Ticketing and refunds standing/overcrowding. 5.7% -0.1 PP policy A more detailed list of the actions which have been taken to improve services in response to complaints PP = percentage point change can be viewed here: https://orr.gov.uk/rail/ Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 consumers/annual-rail-consumer-report

Delay compensation claims, 2018-19 Chiltern responded to 96.1% Chiltern closed 20,998 delay compensation claims in 2018-19. of delay compensation claims 96.1% within 20 working days in 4,500 2018-19. 4,000 3,500 Chiltern approved 72.1% of 3,000 delay compensation claims 2,500 72.1% closed in 2018-19. 2,000 1,500 Note: A ‘rail period’ is normally 28 days, or four weeks, for 1,000 business reporting purposes (Sunday to Saturday) and 500 there are 13 rail periods in a financial year. 0 Data tables: Rail delay compensation claims by TOC - Table P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 17.01

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CROSSCOUNTRY

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Owner group: Arriva UK Trains Operator: CrossCountry CrossCountry National Franchise: New CrossCountry 75% 16 October 2016 – Franchise period: 56% 13 October 2019 50% Employees: 1,915 42% Operated stations: 0 Change on 25% last year Sector: Long distance Passenger journeys per annum: 40.7 million 3.6 PP 0% S A S A S A S A S A -1.7 PP Source: Train Operating Companies and LENNON (the rail industry’s 2014 2015 2016 2017 2018 ticketing and revenue database) PP = percentage point change Data tables: TOC Key statistics Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey 100% 100% CrossCountry National CrossCountry National 78% 75% 75% 74%

50% 48% 50% 37% Change on Change on 25% last year 25% last year -1.2 PP 0.2 PP 0% 0% S A S A S A S A S A S A S A S A S A S A -3.2 PP -1.3 PP 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 PP = percentage point change PP = percentage point change Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A) Transparency and accountability Actions to improve information for All train operators should publish the actions they passengers, 2018-19 are taking to improve passenger information in CrossCountry reports it has made the following a Local Plan together with a link to the current changes to improve information to its passengers industry Code of Practice (Oct 2016) and an It recently introduced a modular structure to improve Annual Progress Report (required to meet the content of its PA announcements. industry action PIDD-41). It is working closely with its Training School, • Code of Practice – Oct 2016 introducing a section based on customer wants/ • Local Plan – March 2019 needs to help new entrants understand what it is the We conducted a review of the new local plan in customer wishes to hear about and when. February 2019 and provided our feedback to The Arrakis Application has been placed on all CrossCountry. We were satisfied with its contents smartphones for customer service grades. This will and happy for this to be published online. provide them with targeted information in the form of a push notification.

16 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

CROSSCOUNTRY

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

Data on the volume of booked assistance requests All operators must provide free alternative transport received is available for each train operator that to take passengers to the nearest or most convenient manages a station. This data is therefore not available accessible station in certain circumstances: for CrossCountry because they do not manage any • When a station is inaccessible to the passenger; stations. • When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or • When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers. In 2018-19 alternative accessible transport was provided 115 times by CrossCountry.

Passenger experience of booked assistance, 2018-19

Data on passenger satisfaction with booked assistance is not available for CrossCountry as they do not manage any stations.

Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 229 CrossCountry staff received disability and equality awareness Change on Change on training. last year last year • All of these were new staff who received disability 20.0% 14.6% awareness and equality training as part of their induction programme. • CrossCountry’s disability awareness and equality 0.4 0.4 training is delivered by their in house training team and includes a mix of practical and theory CrossCountry National based learning. A full description of CrossCountry’s disability training Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 activities in 2018-19 can be viewed here on our website: https://orr.gov.uk/rail/consumers/annual- rail-consumer-report 17 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

CROSSCOUNTRY

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 70 100% 100.0% 100.0% 100.0% 100.0% Complaints responded 60 64.6 to 63.4 Complaints 80% 58.7 within 20 rate per working 50 100,000 days in 48.6 journeys in 60% 2018-19: 2018-19: 40 100% 58.8 40% 30 Change on Change on last year 20% last year 20 -10.5% 0.0 PP 10 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type of complaints last year CrossCountry’s Complaints Handling Procedure is available at: https://orr.gov.uk/rail/licensing/licensing- Punctuality/reliability the-railway/complaints-handling-procedures/ 36.5% (i.e. the train arriving/ -10.0 PP complaints-handling-procedures-decision-letters departing on time) CrossCountry reports it has taken some of the following actions in 2018-19 to address issues 25.5% Facilities on board 1.8 PP highlighted in passenger complaints: • Additional catering staff were recruited and all Sufficient room for boilers on Voyager trains were replaced to ensure 15.3% all passengers to sit/ 4.4 PP adequate on-board catering provisions. stand • CrossCountry introduced a free advance ticket The helpfulness and amendment service to allow passengers to travel 6.0% attitude of staff on -0.2 PP on alternative trains to avoid crowding. train A more detailed list of the actions which have been 3.5% Other policy 2.6 PP taken to improve services in response to complaints

PP = percentage point change can be viewed here: https://orr.gov.uk/rail/ Source: Train Operating Companies consumers/annual-rail-consumer-report Data tables: Complaints by NRPS category by TOC - Table 14.5

Delay compensation claims, 2018-19 CrossCountry responded to CrossCountry closed 139,176 delay compensation claims in 2018-19. 93.2% of delay compensation 14,000 93.2% claims within 20 working days in 2018-19. 12,000 10,000 CrossCountry approved 96.7% 8,000 of delay compensation claims 6,000 96.7% closed in 2018-19. 4,000 Note: A ‘rail period’ is normally 28 days, or four weeks, for 2,000 business reporting purposes (Sunday to Saturday) and 0 there are 13 rail periods in a financial year. P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Data tables: Rail delay compensation claims by TOC - Table 17.01

18 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

EAST MIDLANDS TRAINS

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Owner group: Stagecoach Operator: East Midlands Trains East Midlands Trains National Franchise: East Midlands 75% 11 November 2007 – Franchise period: 56% 17 August 2019 50% Employees: 2,460 42% Operated stations: 90 Change on 25% last year Sector: Long distance / Regional Passenger journeys per annum: 26.7 million 1.9 PP 0% S A S A S A S A S A Source: Train Operating Companies and LENNON (the rail industry’s -1.7 PP 2014 2015 2016 2017 2018 ticketing and revenue database) PP = percentage point change Data tables: TOC Key statistics Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey 100% 100% East Midlands Trains National East Midlands Trains National

75% 75% 74% 72%

50% 47% 50% 37% Change on Change on 25% last year 25% last year

-1.2 PP 0.2 PP 0% 0% S A S A S A S A S A S A S A S A S A S A -6.6 PP 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 -1.6 PP PP = percentage point change PP = percentage point change Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A) Transparency and accountability Actions to improve information for All train operators should publish the actions they passengers, 2018-19 are taking to improve passenger information in East Midlands Trains reports it has made the a Local Plan together with a link to the current following changes to improve information to its industry Code of Practice (Oct 2016) and an passengers Annual Progress Report. This is required to meet • Introduced system enhancements to station CIS industry action PIDD-41. displays and announcements • Code of Practice – October 2016 • Introduced a microsite to keep customers • Local Plan – January 2019 informed about future planned engineering work on London routes A revised Local Plan has been reviewed by ORR. • Continued to roll out passenger information systems on board the local fleet.

19 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

EAST MIDLANDS TRAINS

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

East Midlands Trains received 63,312 All operators must provide free alternative transport booked assistance requests in 2018-19. Change on last year to take passengers to the nearest or most convenient This accounted for 4.9% of all booked accessible station in certain circumstances: assists made nationally in 2018-19. 5.8% 2,000 • When a station is inaccessible to the passenger; 1,500 • When rail replacement services are running that 1,000 are not accessible to the passenger (because of planned engineering works for example); or 500

0 • When there is disruption to services at short P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 notice that, for whatever reason, makes services 2017-18 2018-19 inaccessible to disabled passengers. Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and In 2018-19 alternative accessible transport was there are 13 rail periods in a financial year. Data tables: Rail passenger assists by station operator - Table 16.03 provided 233 times by East Midlands Trains. Passenger experience of booked assistance, 2018-19 Passenger outcome for assistance that was booked Satisfaction with the helpfulness and attitude of (all passengers) staff who provided assistance at the station (for 9% 11% All assistance those passengers met by staff) 9% 10% received 78% 76% Some assistance received 88% 91% None assistance East Midlands Trains National received East Midlands Trains National Note: may not add up to 100% as ‘unsure/don’t know’ are not shown. Satisfaction with assistance at the station (for those Overall satisfaction with the whole process from passengers met by staff) booking assistance to assistance received (all passengers) 84% 88% 81% 85% East Midlands Trains National East Midlands Trains National Sample size: 171 Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 115 East Midlands Trains staff received disability and equality awareness training. Change on Change on last year 1.4 last year • East Midlands Trains have a dedicated disability awareness and equality training programme for new 41.9% 14.6% staff. • All managers complete a e-learning programme. A total of 39 managers completed the course in 2018-19. 0.4 A full description of East Midlands Trains’ disability training activities in 2018-19 can be viewed here on our website: East Midlands Trains National https://orr.gov.uk/rail/consumers/annual-rail-consumer- report Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

20 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

EAST MIDLANDS TRAINS

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 80 100% Complaints 99.3% 99.1% 99.1% 98.7% responded 70 71.6 to Complaints 80% 60 within 20 rate per working 59.5 100,000 50 54.1 days in journeys in 60% 2018-19: 2018-19: 40 43.9 99.0% 57.3 30 40% Change on Change on 20 last year 20% last year 10 10.7% 3.5 PP 0 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2 Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type of complaints last year East Midlands Trains’ Complaints Handling Procedure is available at: https://orr.gov.uk/rail/ Sufficient room for licensing/licensing-the-railway/complaints-handling- 24.7% all passengers to sit/ 3.8 PP procedures/complaints-handling-procedures- stand decision-letters Punctuality/reliability East Midlands Trains reports it has taken some of 18.8% (i.e. the train arriving/ 1.1 PP the following actions in 2018-19 to address issues departing on time) highlighted in passenger complaints:

14.7% Facilities on board -0.1 PP • Staff allocations are reviewed to ensure that there are adequate staffing levels to address The helpfulness and complaints about facilities on board and the 6.1% attitude of staff on 0.6 PP helpfulness and attitude of staff on the train. train • Train and station staff have been trained on The attitudes and how to resolve reservation issues to address 5.6% helpfulness of the 1.0 PP complaints about overcrowding. staff at station A more detailed list of the actions which have been taken to improve services in response to complaints PP = percentage point change Source: Train Operating Companies can be viewed here: https://orr.gov.uk/rail/ Data tables: Complaints by NRPS category by TOC - Table 14.5 consumers/annual-rail-consumer-report Delay compensation claims, 2018-19 East Midlands Trains responded East Midlands Trains closed 68,781 delay compensation to 87.2% of delay compensation claims in 2018-19. 87.2% claims within 20 working days in 9,000 2018-19. 8,000 7,000 East Midlands Trains approved 6,000 80.2% of delay compensation 5,000 80.2% 4,000 claims closed in 2018-19. 3,000 2,000 Note: A ‘rail period’ is normally 28 days, or four weeks, for 1,000 business reporting purposes (Sunday to Saturday) and there are 0 13 rail periods in a financial year. P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Data tables: Rail delay compensation claims by TOC - Table 17.01

21 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

GOVIA THAMESLINK RAILWAY

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Gatwick Express Great Northern Change on Owner group: Govia Southern Thameslink last year Operator: Govia Thameslink Railway (GTR) National -5.8 PP Franchise: Southern / Thameslink / Great 75% Northern / Gatwick Express 42% -1.7 PP Franchise period: 14 September 2014 – 50% 42% 01 September 2021 3.4 PP Employees: 7,276 37% 25% 35% Operated stations: 235 33% -3.7 PP Sector: London and South East 0% -20.4 PP Passenger journeys per annum: 341.5 million S A S A S A S A S A Source: Train Operating Companies and LENNON (the rail industry’s 2014 2015 2016 2017 2018 ticketing and revenue database) PP = percentage point change Data tables: TOC Key statistics Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey 100% Gatwick Express Great Northern Change on 100% Gatwick Express Great Northern Change on last year last year Southern Thameslink Southern Thameslink 82% National National 78% 75% 0.2 PP 75% 74% -1.5 PP 71% -1.2 PP 56% 0.3 PP 50% 50% 38% -3.7 PP 37% 0.2 PP 32% 25% 25% 29% 4.7 PP 0.0 PP 29%

0% -9.0 PP 0% -5.5 PP S A S A S A S A S A S A S A S A S A S A 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 PP = percentage point change PP = percentage point change Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A) Transparency and accountability Actions to improve information for All train operators should publish the actions they passengers, 2018-19 are taking to improve passenger information in Govia Thameslink Railway reports it has made the a Local Plan together with a link to the current following changes to improve information to its industry Code of Practice (Oct 2016) and an passengers: Annual Progress Report (required to meet • It has replaced 742 information screens on industry action PIDD-41). Southern and Gatwick Express. • Code of Practice – Oct 2016 • In addition, it is focusing on communicating information regarding its upcoming engineering • Local Plan – April 2019 work. The information is up to date. The Local Plan should • It has rolled out 3000+ data enabled phones to its be reviewed annually. customer facing staff • It has introduced software upgrades to the Customer information systems to include “warning of future delays” and “location of train”

22 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

GOVIA THAMESLINK RAILWAY

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

Govia Thameslink Railway received 57,060 All operators must provide free alternative transport booked assistance requests in 2018-19. Change on last year to take passengers to the nearest or most convenient This accounted for 4.4% of all booked accessible station in certain circumstances: assists made nationally in 2018-19. 11.6% 6,000 • When a station is inaccessible to the passenger;

4,000 • When rail replacement services are running that are not accessible to the passenger (because of 2,000 planned engineering works for example); or

0 • When there is disruption to services at short P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 notice that, for whatever reason, makes services 2017-18 2018-19 inaccessible to disabled passengers. Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and In 2018-19 alternative accessible transport was there are 13 rail periods in a financial year. Data tables: Rail passenger assists by station operator - Table 16.03 provided 1,201 times by Govia Thameslink Railway. Passenger experience of booked assistance, 2018-19 Passenger outcome for assistance that was booked Satisfaction with the helpfulness and attitude of (all passengers) staff who provided assistance at the station (for 16% 11% All assistance those passengers met by staff) 12% 10% received 76% 70% Some assistance received 90% 91% None assistance Govia Thameslink Railway National received Govia Thameslink Railway National Note: may not add up to 100% as ‘unsure/don’t know’ are not shown. Satisfaction with assistance at the station (for those Overall satisfaction with the whole process from passengers met by staff) booking assistance to assistance received (all passengers) 83% 88% 79% 85% Govia Thameslink Railway National Govia Thameslink Railway National Sample size: 153 Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 1,349 Govia Thameslink Railway staff received disability and equality awareness Change on Change on training. last year last year • All new staff attended disability and equality awareness -7.3% 14.6% training as part of GTR’s induction programme. A total of 557 completed this training as part of their induction. • GTR use a mix of practical and theoretical training to 0.3 0.4 deliver their disability and equality awareness training. A full description of Govia Thameslink Railway’s disability Govia Thameslink Railway National training activities in 2018-19 can be viewed here on our website: https://orr.gov.uk/rail/consumers/annual-rail- consumer-report Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

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GOVIA THAMESLINK RAILWAY

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 25 100% 99.8% 100.0% 100.0% 100.0% Complaints responded to 20 80% 20.0 20.2 Complaints within 20 rate per working 100,000 days in 15 journeys in 60% 2018-19: 2018-19: 12.8 99.9% 10 11.8 16.1 40%

Change on Change on 5 last year 20% last year -0.3% 0.2 PP 0 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2 Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type of complaints last year Govia Thameslink Railway’s Complaints Handling Procedure is available at: https://orr.gov.uk/rail/ Punctuality/reliability licensing/licensing-the-railway/complaints-handling- 20.1% (i.e. the train arriving/ 5.8 PP procedures/complaints-handling-procedures- departing on time) decision-letters Govia Thameslink Railway reports it has taken some 13.1% Timetabling 12.6 PP of the following actions in 2018-19 to address issues highlighted in passenger complaints: 8.4% Smartcards 0.0 PP • Proactively helping customers to rectify Delay Repay claim submissions. 6.1% Ticket buying facilities -3.1 PP • Launched upgrades to Smartcard facilities to improve the experiences of Smartcard users. 5.4% Level of compensation -2.4 PP A more detailed list of the actions which have been taken to improve services in response to complaints can be viewed here: https://orr.gov.uk/rail/ PP = percentage point change Source: Train Operating Companies consumers/annual-rail-consumer-report Data tables: Complaints by NRPS category by TOC - Table 14.5

Delay compensation claims, 2018-19 Govia Thameslink Railway closed 1,552,957 delay Govia Thameslink Railway compensation claims in 2018-19. responded to 100.0% of delay 100.0% 350,000 compensation claims within 20 working days in 2018-19. 300,000 250,000 Govia Thameslink Railway 200,000 approved 86.1% of delay 86.1% 150,000 compensation claims closed in 2018-19. 100,000 Note: A ‘rail period’ is normally 28 days, or four weeks, for 50,000 business reporting purposes (Sunday to Saturday) and there are 0 13 rail periods in a financial year. P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Data tables: Rail delay compensation claims by TOC - Table 17.01

24 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

GRAND CENTRAL

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Owner group: Arriva UK Trains Open access operator: Grand Central Grand Central National Track access agreement: 18 December 2007 – 75% 01 December 2026 193 Employees: 50% 70% Operated stations: 0 42% Sector: Long distance 25% Change on Passenger journeys per annum: 1.5 million last year 0.6 PP Source: Train Operating Companies and LENNON (the rail industry’s 0% ticketing and revenue database) S A S A S A S A S A -1.7 PP Data tables: TOC Key statistics 2014 2015 2016 2017 2018 PP = percentage point change; Data not available for all waves due to low response rates. Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey 100% 100% Grand Central National Grand Central National 83% 75% 75% 74%

50% 77% 50% 37% Change on Change on 25% last year 25% last year

0.9 PP 0.2 PP 0% 0% S A S A S A S A S A S A S A S A S A S A -1.2 PP -1.2 PP 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 PP = percentage point change; Data not available for all waves due to low PP = percentage point change response rates. Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A)

25 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

GRAND CENTRAL

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

All operators must provide free alternative transport Data on the volume of booked assistance requests to take passengers to the nearest or most convenient received in each rail period is available for each accessible station in certain circumstances: train operator that manages a station. This data is therefore not available for Grand Central because • When a station is inaccessible to the passenger; they do not manage any stations. • When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or • When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers. In 2018-19 no alternative accessible transport was provided by Grand Central.

Passenger experience of booked assistance, 2018-19

Data on passenger satisfaction with booked assistance is not available for Grand Central as they do not manage any stations.

Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 36 Grand Central staff Change on Change on received disability and equality awareness last year last year 2.1 training. 120% 14.6% • All passenger facing staff are required to undertake Grand Central’s dedicated disability awareness and equality training. Grand Central 0.4 are currently designing refresher training. • Grand Central’s operational and safety teams Grand Central National have received disability awareness and equality training. Note: Grand Central received 31 accessibility complaints during 2018-19. This may partly explain the percentage increase compared to the previous year A full description of Grand Central’s disability training Source: Train Operating Companies activities in 2018-19 can be viewed here on our Data tables: Complaints by NRPS category by TOC - Table 14.5 website: https://orr.gov.uk/rail/consumers/annual- rail-consumer-report 26 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

GRAND CENTRAL

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 400 100% 99.8% 99.7% 100.0% 350 364.5 91.9% Complaints 80% 300 Complaints rate per responded 100,000 to within 20 250 journeys in 60% 239.5 working days 200 226.8 2018-19: in 2018-19: 243.9 150 40% 96.7% 138.7 Change on 100 Change on last year 20% last year 50 28.4% -2.4 PP 0 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to Percentage Change on complaints, 2018-19 Complaint type of complaints last year Grand Central’s Complaints Handling Procedure is available at: https://orr.gov.uk/rail/licensing/licensing- Upkeep and repair of 23.1% 14.5 PP the-railway/complaints-handling-procedures/ the train complaints-handling-procedures-decision-letters Punctuality/reliability Grand Central reports it has taken some of the 19.0% (i.e. the train arriving/ 8.9 PP following actions in 2018-19 to address issues departing on time) highlighted in passenger complaints: Sufficient room for • To address issues of punctuality/reliability and 17.0% all passengers to sit/ 6.5 PP upkeep and repair of the train, Grand Central stand have increased the number of suppliers assisting with air conditioner unit repair and on-board 10.7% Facilities on board -3.2 PP maintenance staff to ensure trains are back in service as soon as possible. Unhappy at type/level 4.6% -1.6 PP A more detailed list of the actions which have been of compensation taken to improve services in response to complaints PP = percentage point change can be viewed here: https://orr.gov.uk/rail/ Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 consumers/annual-rail-consumer-report

Delay compensation claims, 2018-19 Grand Central responded to Grand Central closed 10,706 delay compensation claims in 2018-19. 96.2% of delay compensation 96.2% claims within 20 working days 1,600 in 2018-19. 1,400 Grand Central approved 1,200 60.0% of delay compensation 1,000 claims closed in 2018-19. 800 60.0% 600 400 Note: A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) 200 and there are 13 rail periods in a financial year. 0 Data tables: Rail delay compensation claims by TOC - P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Table 17.01

27 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

GREAT WESTERN RAILWAY

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Owner group: FirstGroup Operator: Great Western Railway Great Western National Railway Franchise: Greater Western 75% Franchise period: 26 September 2015 – April 2020 6,343 Employees: 50% 43% Operated stations: 196 42% Sector: Long distance / London and South East / Change on 25% Regional last year Passenger journeys per annum: 100.1 million -1.0 PP 0% S A S A S A S A S A Source: Train Operating Companies and LENNON (the rail industry’s -1.7 PP ticketing and revenue database) 2014 2015 2016 2017 2018 Data tables: TOC Key statistics PP = percentage point change Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey 100% 100% Great Western National Great Western National Railway Railway 76% 75% 75% 74%

50% 50% 40% 37% Change on Change on 25% last year 25% last year

-1.1 PP 4.5 PP 0% 0% S A S A S A S A S A S A S A S A S A S A -1.2 PP 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 0.2 PP PP = percentage point change PP = percentage point change Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A)

28 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

GREAT WESTERN RAILWAY

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

Great Western Railway received 162,199 All operators must provide free alternative transport booked assistance requests in 2018-19. Change on last year to take passengers to the nearest or most convenient This accounted for 12.6% of all booked accessible station in certain circumstances: assists made nationally in 2018-19. -2.1% • When a station is inaccessible to the passenger; 20,000 • When rail replacement services are running that are not accessible to the passenger (because of 10,000 planned engineering works for example); or • When there is disruption to services at short 0 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 notice that, for whatever reason, makes services 2017-18 2018-19 inaccessible to disabled passengers. Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and In 2018-19 alternative accessible transport was there are 13 rail periods in a financial year. provided 649 times by Great Western Railway. Data tables: Rail passenger assists by station operator - Table 16.03 Passenger experience of booked assistance, 2018-19 Passenger outcome for assistance that was booked Satisfaction with the helpfulness and attitude of (all passengers) staff who provided assistance at the station (for 12% 11% All assistance those passengers met by staff) 9% 10% received 76% 76% Some assistance received 89% 91% None assistance Great Western Railway National received Note: may not add up to 100% as ‘unsure/don’t Great Western Railway National know’ are not shown. Satisfaction with assistance at the station (for those Overall satisfaction with the whole process from passengers met by staff) booking assistance to assistance received (all passengers) 91% 88% 89% 85% Great Western Railway National Great Western Railway National Sample size: 570 Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 830 Great Western Railway staff

Change on Change on received disability and equality awareness training. last year last year • All new staff receive disability awareness training as 28.3% 0.9 14.6% part of their induction. • GWR continue to work with charities such as Parkinson’s UK, Purple Angels and Autism West Midlands to advise on in-house disability training 0.4 programmes. A full description of Great Western Railway’s disability Great Western Railway National training activities in 2018-19 can be viewed here on our website: https://orr.gov.uk/rail/consumers/annual-rail- Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 consumer-report

29 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

GREAT WESTERN RAILWAY

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 90 100% 98.7% 99.3% 99.6% 80 78.7 90.5% 70 Complaints 80% Complaints rate per responded 60 61.2 63.3 100,000 to within 20 journeys in 60% working days 50 51.1 2018-19: in 2018-19: 40 63.6 40% 97.0% 30 Change on Change on 20 last year 20% last year 10 30.5% 0.4 PP 0 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2 Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type of complaints last year Great Western Railway’s Complaints Handling Procedure is available at: https://orr.gov.uk/rail/ Sufficient room for licensing/licensing-the-railway/complaints-handling- 13.3% all passengers to sit/ 1.4 PP procedures/complaints-handling-procedures- stand decision-letters 10.2% Facilities on board 3.5 PP Great Western Railway reports it has taken some of the following actions in 2018-19 to address issues Ticket buying facilities highlighted in passenger complaints: 10.1% 0.9 PP - other • To address crowding issues, new trains with Punctuality/reliability increased capacity have been introduced across 9.5% (i.e. the train arriving/ 1.8 PP the network. departing on time) • Improvements to Great Western Railway’s website have been made to improve the ticket buying Ticketing and refunds 9.3% 9.3 PP experience for customers. policy A more detailed list of the actions which have been PP = percentage point change taken to improve services in response to complaints Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 can be viewed here: https://orr.gov.uk/rail/ consumers/annual-rail-consumer-report Delay compensation claims, 2018-19 Great Western Railway Great Western Railway closed 162,022 delay responded to 71.5% of delay compensation claims in 2018-19. 71.5% compensation claims within 25,000 20 working days in 2018-19.

20,000 Great Western Railway approved 78.0% of delay 15,000 78.0% compensation claims closed 10,000 in 2018-19. Note: A ‘rail period’ is normally 28 days, or four weeks, 5,000 for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. 0 Data tables: Rail delay compensation claims by TOC - P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Table 17.01

30 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

GREATER ANGLIA

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Owner group: Abellio / Mitsui Greater National Abellio Anglia Operator: 75% Franchise: East Anglia Franchise period: 16 October 2016 – 11 October 50% 49% 2025 42% Employees: 3,103 Change on Operated stations: 133 25% last year Sector: London and South East 4.7 PP 84.9 million Passenger journeys per annum: 0% S A S A S A S A S A -1.7 PP 2014 2015 2016 2017 2018 Source: Train Operating Companies and LENNON (the rail industry’s ticketing and revenue database) PP = percentage point change Source: Transport Focus, National Rail Passenger Survey Data tables: TOC Key statistics The NRPS takes places twice a year, in Spring (S) and Autumn (A) Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey 100% 100% Greater National Greater National Anglia Anglia 75% 75% 74% 66%

50% 50% 42% 37% Change on Change on 25% last year 25% last year

5.8 PP 3.1 PP 0% 0% S A S A S A S A S A S A S A S A S A S A -1.2 PP 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 0.2 PP PP = percentage point change PP = percentage point change Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A)

31 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

GREATER ANGLIA

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

Greater Anglia received 38,657 booked All operators must provide free alternative transport assistance requests in 2018-19. This Change on last year to take passengers to the nearest or most convenient accounted for 3.0% of all booked assists accessible station in certain circumstances: made nationally in 2018-19. 7.3% • When a station is inaccessible to the passenger; 4,000

3,000 • When rail replacement services are running that are not accessible to the passenger (because of 2,000 planned engineering works for example); or 1,000 • When there is disruption to services at short 0 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 notice that, for whatever reason, makes services 2017-18 2018-19 inaccessible to disabled passengers. Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and In 2018-19 alternative accessible transport was there are 13 rail periods in a financial year. provided 470 times by Greater Anglia. Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance, 2018-19 Passenger outcome for assistance that was booked Satisfaction with the helpfulness and attitude of (all passengers) staff who provided assistance at the station (for 11% 11% All assistance those passengers met by staff) 10% 10% received 75% 76% Some assistance 93% 91% received None assistance Greater Anglia National received Greater Anglia National Note: may not add up to 100% as ‘unsure/don’t know’ are not shown. Satisfaction with assistance at the station (for those Overall satisfaction with the whole process from passengers met by staff) booking assistance to assistance received (all passengers) 87% 88% 83% 85% Greater Anglia National Greater Anglia National Sample size: 155 Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 601 Greater Anglia staff received disability and equality awareness training.

Change on Change on • All staff receive dedicated disability awareness training last year last year as part of Greater Anglia’s induction programme or as part of specific departmental training. 43.6% 14.6% • An external training provider has developed a bespoke training package for Greater Anglia. Greater Anglia has also developed their own programme using a number 0.4 0.4 of resources. A full description of Greater Anglia’s disability training Greater Anglia National activities in 2018-19 can be viewed here on our website: https://orr.gov.uk/rail/consumers/annual-rail-consumer- Source: Train Operating Companies report Data tables: Complaints by NRPS category by TOC - Table 14.5 32 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

GREATER ANGLIA

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 45 100% 40 99.2% 92.3% 98.9% 35 38.5 Complaints 80% 85.8% Complaints 36.3 rate per responded 30 34.0 100,000 to within 20 30.9 journeys in 60% working days 25 2018-19: in 2018-19: 20 35.0 40% 94.3% 15 Change on Change on 10 last year 20% last year 5 -35.7% 6.4 PP 0 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type of complaints last year Greater Anglia’s Complaints Handling Procedure is available at: https://orr.gov.uk/rail/licensing/licensing- Punctuality/reliability the-railway/complaints-handling-procedures/ 32.1% (i.e. the train arriving/ -12.0 PP complaints-handling-procedures-decision-letters departing on time) Greater Anglia reports it has taken some of the Ticketing and refunds following actions in 2018-19 to address issues 9.3% 3.3 PP policy highlighted in passenger complaints: • In response to customer feedback, Greater Anglia 7.2% Ticket buying facilities -7.1 PP reversed the decision to only sell advance tickets online. 6.6% Facilities on board 4.7 PP • Updated TVM software to improve the reliability Sufficient room for of machines at rural stations. 5.4% all passengers to sit/ 3.8 PP A more detailed list of the actions which have been stand taken to improve services in response to complaints PP = percentage point change can be viewed here: https://orr.gov.uk/rail/ Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 consumers/annual-rail-consumer-report

Delay compensation claims, 2018-19 Greater Anglia responded to Greater Anglia closed 426,758 delay compensation claims in 2018-19. 99.6% of delay compensation 99.6% claims within 20 working days 60,000 in 2018-19. 50,000 Greater Anglia approved 40,000 82.5% of delay compensation 30,000 82.5% claims closed in 2018-19.

20,000 Note: A ‘rail period’ is normally 28 days, or four weeks, for 10,000 business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. 0 Data tables: Rail delay compensation claims by TOC - Table P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 17.01

33 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

HEATHROW EXPRESS

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur

100% Change on Owner group: Heathrow Airport Holdings last year Operator: Heathrow Express Heathrow National Express Operation start date: 28 June 1998 75% -1.7 PP Employees: 160 Operated stations: 3 50% Sector: Provides an airport rail link between 42% London Heathrow Airport and Paddington 25% Passenger journeys per annum: 6.2 million

Source: Train Operating Companies and LENNON (the rail 0% industry’s ticketing and revenue database) S A S A S A S A S A Data tables: TOC Key statistics 2014 2015 2016 2017 2018 PP = percentage point change; Data not available for all waves due to low response rates. Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey

100% Change on 100% Heathrow National Heathrow National last year Express Express 90% -1.2 PP 75% 75% 74% Change on last year 50% 50% 37% 1.7 PP 25% 25% 0.2 PP

0% 0% S A S A S A S A S A S A S A S A S A S A 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 PP = percentage point change; Data not available for all waves due to low PP = percentage point change response rates. Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Transparency and accountability Actions to improve information for passengers, 2018-19 All train operators should publish the actions they are taking to improve passenger information in a Heathrow Express reports it has made the following Local Plan together with a link to the current industry changes to improve information to its passengers: Code of Practice (Oct 2016) and an Annual Progress • Hot lessons learnt reviews following every Report (required to meet industry action PIDD-41. contingency incident to ensure improvements are • Code of Practice – October 2016. made and customer feedback considered • Local Plan – May 2018. • Developed a step by step guide for our duty We are aware that Heathrow Express are working on managers to follow to ensure passengers are an update to its local plan and we have met with it to being updated in a timely manner through all discuss the development of this draft. available channels (web, app, social media) • Working with GWR and HAL Rail to improve on- board and platform announcements.

34 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

HEATHROW EXPRESS

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

Heathrow Express received 459 booked All operators must provide free alternative transport assistance requests in 2018-19. This Change on last year to take passengers to the nearest or most convenient accounted for less than 0.1% of all booked accessible station in certain circumstances: assists made nationally in 2018-19. -1.5% • When a station is inaccessible to the passenger; 100 • When rail replacement services are running that are not accessible to the passenger (because of 50 planned engineering works for example); or • When there is disruption to services at short 0 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 notice that, for whatever reason, makes services 2017-18 2018-19 inaccessible to disabled passengers.

Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, In 2018-19 no alternative accessible transport was or four weeks, for business reporting purposes (Sunday to Saturday) and provided by Heathrow Express, principally due to all there are 13 rail periods in a financial year. its station being fully accessible. Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance, 2018-19

No data is available on this Heathrow Express’ performance on the reliability of its booked assistance due to a low sample size, which is a natural effect of having lower than average booking volumes.

Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 66 Heathrow Express staff received disability and equality awareness Accessibility complaint data is not available for training. Heathrow Express in 2018-19. • Heathrow Express frontline staff receive disability and equality awareness training as part of their induction which is then refreshed annually. • Training is delivered by an in-house training team. A full description of Heathrow Express’s disability training activities in 2018-19 can be viewed here on our website: https://orr.gov.uk/rail/consumers/ Source: Train Operating Companies annual-rail-consumer-report Data tables: Complaints by NRPS category by TOC - Table 14.5

35 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

HEATHROW EXPRESS

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 60 100% 100.0% 100.0% 100.0% 100.0% 50 50.1 Complaints 80% Complaints rate per responded 40 100,000 to within 20 journeys in 60% working days 2018-19: 30 in 2018-19: 26.6 40% 100% 20 22.5 21.4 Change on Change on last year 20% last year 10 10.3 -7.7% 0.0 PP 0 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type of complaints last year Heathrow Express’ Complaints Handling Procedure is available at: https://orr.gov.uk/rail/licensing/licensing- Punctuality/reliability the-railway/complaints-handling-procedures/ 31.8% (i.e. the train arriving/ -3.8 PP complaints-handling-procedures-decision-letters departing on time) Heathrow Express reports it has taken some of 28.6% Ticket buying facilities -3.9 PP the following actions in 2018-19 to address issues highlighted in passenger complaints: 9.5% Environmental 4.1 PP • Heathrow Express investigated a number of Provision of complaints relating to ticket buying facilities. A information on 9.1% 2.0 PP new website and mobile app will be launched in website or mobile June 2019 to improve the overall ticket buying apps experience for customers. The attitudes and A more detailed list of the actions which have been 7.4% helpfulness of the 1.4 PP taken to improve services in response to complaints staff at station can be viewed here: https://orr.gov.uk/rail/

PP = percentage point change consumers/annual-rail-consumer-report Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

Delay compensation claims, 2018-19 Heathrow Express responded to 100.0% of delay Heathrow Express closed 9,226 delay 100% compensation claims in 2018-19. compensation claims within 20 3,000 working days in 2018-19. 2,500 Heathrow Express approved 2,000 47.4% 47.4% of delay compensation claims closed in 2018-19. 1,500

1,000 Note: A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and 500 there are 13 rail periods in a financial year. 0 Data tables: Rail delay compensation claims by TOC - P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Table 17.01

36 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

HULL TRAINS

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur

100% Change on Owner group: FirstGroup last year Open access operator: Hull Trains Hull Trains National Track access agreement end date: December 75% -13.9 PP 2029 -1.7 PP Employees: 122 50% 55% Operated stations: 0 42% Sector: Long distance 25% Passenger journeys per annum: 1.0 million

0% Source: Train Operating Companies and LENNON (the rail industry’s S A S A S A S A S A ticketing and revenue database) 2014 2015 2016 2017 2018 Data tables: TOC Key statistics PP = percentage point change; Data not available for all waves due to low response rates. Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey 100% Change on 100% Hull Trains National Change on last year last year Hull Trains National 75% -13.1 PP 75% -4.3 PP

-1.2 PP 0.2 PP 50% 50% 59% 90% 37% 74% 25% 25%

37 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

HULL TRAINS

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

All operators must provide free alternative transport Data on the volume of booked assistance requests to take passengers to the nearest or most convenient received in each rail period is available for each accessible station in certain circumstances: train operator that manages a station. This data is therefore not available for Hull Trains because they • When a station is inaccessible to the passenger; do not manage any stations. • When rail replacement services are running that are not accessible to the passenger (because of planned engineering works for example); or • When there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers. In 2018-19 alternative accessible transport was provided 7 times by Hull Trains.

Passenger experience of booked assistance, 2018-19

Data on passenger satisfaction with booked assistance is not available for Hull Trains as they do not manage any stations.

Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 23 Hull Trains staff received

Change on disability and equality awareness training. last year • Hull Train’s training was predominantly delivered 14.6% to staff new to the organisation as part of their 0.7 induction programme. 0.4 • Hull Train’s disability awareness and equality training continues to be provided by their sister Hull Trains National operator TransPennine Express. Note: Hull Trains received a low number of accessibility complaints (6 in A full description of Hull Trains’ disability training 2017-18, and 7 in 2018-19). Due to the low numbers a percentage change for Hull Trains has not been provided activities in 2018-19 can be viewed here on our website: https://orr.gov.uk/rail/consumers/annual- Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 rail-consumer-report 38 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

HULL TRAINS

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 300 100%

250 Complaints 260.7 80% Complaints rate per responded 100,000 200 72.1% to within 20 journeys in 71.3% 60% working days 2018-19: 150 in 2018-19: 151.8 50.0% 128.4 40% 60.6% 100 109.8 Change on 101.0 Change on last year 29.5% 20% last year 50 -27.2% -34.8 PP 0 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type of complaints last year Hull Trains’ Complaints Handling Procedure is available at: https://orr.gov.uk/rail/licensing/licensing- Punctuality/reliability the-railway/complaints-handling-procedures/ 36.4% (i.e. the train arriving/ 5.3 PP complaints-handling-procedures-decision-letters departing on time) Hull Trains reports it has taken some of the following Upkeep and repair of 18.8% 6.7 PP actions in 2018-19 to address issues highlighted in the train passenger complaints:

7.0% Facilities on board -7.5 PP • Employed additional staff to improve delay repay processing times. Sufficient room for • Hull Trains revised their pricing on tickets for less 6.4% all passengers to sit/ -3.0 PP populated services to encourage passengers to stand travel at alternative times to address crowding The helpfulness and complaints. 4.1% attitude of staff on -1.5 PP A more detailed list of the actions which have been train taken to improve services in response to complaints PP = percentage point change can be viewed here: https://orr.gov.uk/rail/ Source: Train Operating Companies consumers/annual-rail-consumer-report Data tables: Complaints by NRPS category by TOC - Table 14.5

Delay compensation claims, 2018-19 Hull Trains responded to Hull Trains closed 18,540 delay compensation claims in 2018-19. 41.5% 41.5% of delay compensation 5,000 claims within 20 working days in 2018-19. 4,000 Hull Trains approved 93.0% 3,000 of delay compensation claims 93.0% 2,000 closed in 2018-19. P1 to P3 data not reported by 1,000 Note: A ‘rail period’ is normally 28 days, or four weeks, for Hull Trains business reporting purposes (Sunday to Saturday) and 0 there are 13 rail periods in a financial year. P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Data tables: Rail delay compensation claims by TOC - Table 17.01

39 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

LONDON NORTH EASTERN RAILWAY

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Owner group: DfT OLR Holdings Limited London North Eastern Railway Operator: London North Eastern Railway RailwayNational Franchise: InterCity East Coast 75% 24 June 2018- * Franchise period: 54% Employees: 3,012 50% Operated stations: 11 42% Sector: Long distance Change on 25% last year Passenger journeys per annum: 22.3 million -1.7 PP 0% S A S A S A S A S A Source: Train Operating Companies and LENNON (the rail industry’s -9.4 PP 2014 2015 2016 2017 2018 ticketing and revenue database) PP = percentage point change Data tables: TOC Key statistics Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey 100% London North Eastern Railway 100% London North Eastern Railway RailwayNational RailwayNational 78% 75% 75% 74%

50% 52% 50% 37% Change on Change on 25% last year 25% last year -1.2 PP 0.2 PP 0% 0% S A S A S A S A S A S A S A S A S A S A -14.4 PP -4.3 PP 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 PP = percentage point change PP = percentage point change Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A) Transparency and accountability Actions to improve information for All train operators should publish the actions they passengers, 2018-19 are taking to improve passenger information in London North Eastern Railway reports it has made a Local Plan together with a link to the current the following changes to improve information to its industry Code of Practice (Oct 2016) and an passengers: Annual Progress Report (required to meet • It is working on a personal communications industry action PIDD-41). tool. It expects to launch this at the end of May • Code of Practice – Oct 2016 to advise of changes to platforms/delays and cancellations. • Local Plan – June 2018 LNER is currently reviewing its local plan and has provided a draft version of this. For now, the date of the published version remains as above although we have provided feedback on the draft copy and await this being published in the near future.

40 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

LONDON NORTH EASTERN RAILWAY

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

London North Eastern Railway received All operators must provide free alternative transport 107,820 booked assistance requests in Change on last year to take passengers to the nearest or most convenient 2018-19. This accounted for 8.4% of all accessible station in certain circumstances: booked assists made nationally in 2018-19. -0.4% • When a station is inaccessible to the passenger; 15,000 • When rail replacement services are running that 10,000 are not accessible to the passenger (because of

5,000 planned engineering works for example); or • When there is disruption to services at short 0 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 notice that, for whatever reason, makes services 2017-18 2018-19 inaccessible to disabled passengers. Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and In 2018-19 alternative accessible transport was there are 13 rail periods in a financial year. Data tables: Rail passenger assists by station operator - Table 16.03 provided 52 times by London North Eastern Railway.

Passenger experience of booked assistance, 2018-19 Passenger outcome for assistance that was booked Satisfaction with the helpfulness and attitude of (all passengers) staff who provided assistance at the station (for 9% 11% All assistance those passengers met by staff) 10% 10% received 79% 76% Some assistance 93% 91% received None assistance London North Eastern Railway National received London North Eastern Railway National Note: may not add up to 100% as ‘unsure/don’t know’ are not shown. Satisfaction with assistance at the station (for those Overall satisfaction with the whole process from passengers met by staff) booking assistance to assistance received (all passengers) 91% 88% 89% 85% London North Eastern Railway National London North Eastern Railway National Sample size: 495 Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 372 London North Eastern Railway Change on Change on staff received disability and equality awareness last year last year training. 1.9 -35.4% 14.6% • All new LNER staff receive disability awareness training as part of their induction. In 2018-19, a total of 372 staff attended LNER’s induction programme and 213 front line staff undertook the full disability awareness training course. • The content of LNER’s training programmes are based 0.4 on the training guides developed by the Rail Delivery Group. London North National A full description of London North Eastern Railway’s Eastern Railway disability training activities in 2018-19 can be viewed here Source: Train Operating Companies on our website: https://orr.gov.uk/rail/consumers/annual- Data tables: Complaints by NRPS category by TOC - Table 14.5 rail-consumer-report 41 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

LONDON NORTH EASTERN RAILWAY

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 140 100% 95.8% 97.8% 95.0% 120 130.3 92.7% 117.2 80% 100 Complaints 102.7 102.7 Complaints rate per 60% responded 80 100,000 to within 20 journeys in working days 60 2018-19: 40% in 2018-19: 113.1 40 95.3% Change on 20% Change on 20 last year last year 0 -3.6% 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 0.3 PP Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type of complaints last year London North Eastern Railway’s Complaints Handling Procedure can be viewed from here: https://orr.gov. 34.3% Facilities on board 8.5 PP uk/rail/licensing/licensing-the-railway/complaints- handling-procedures/complaints-handling- Ticket buying facilities 11.9% -9.7 PP procedures-decision-letters - other London North Eastern Railway reports it has taken Sufficient room for some of the following actions in 2018-19 to address 8.1% all passengers to sit/ -0.6 PP issues highlighted in passenger complaints: stand • To address complaints about ticket buying The helpfulness and facilities, London North Eastern Railway’s have 7.5% attitude of staff on 1.6 PP made improvements to their website. train • The introduction of new trains will address issues of crowding and on board facilities complaints. Ticketing and refunds 5.6% 0.3 PP A more detailed list of the actions which have been policy taken to improve services in response to complaints PP = percentage point change can be viewed here: https://orr.gov.uk/rail/ Source: Train Operating Companies consumers/annual-rail-consumer-report Data tables: Complaints by NRPS category by TOC - Table 14.5

Delay compensation claims, 2018-19 London North Eastern Railway London North Eastern Railway closed 415,165 delay responded to 96.4% of delay compensation claims in 2018-19. 96.4% compensation claims within 20 working days in 2018-19. 60,000 50,000 London North Eastern Railway approved 86.2% of delay 40,000 86.2% compensation claims closed in 30,000 2018-19. 20,000 Note: A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and 10,000 there are 13 rail periods in a financial year. 0 Data tables: Rail delay compensation claims by TOC - Table P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 17.01

42 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

LONDON OVERGROUND

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Owner group: Arriva UK Trains Operator: Arriva Rail London (ARL) London National Overground TfL concession: London Overground 75% Concession period: 13 November 2016 – 01 May 2024 50% Employees: 1,451 42% 40% Operated stations: 81 25% Change on Sector: London and South East last year Passenger journeys per annum: 188.1 million -1.7 PP 0% S A S A S A S A S A Source: Train Operating Companies and LENNON (the rail industry’s -4.5 PP 2014 2015 2016 2017 2018 ticketing and revenue database) PP = percentage point change Data tables: TOC Key statistics Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey 100% 100% London National London National Overground Overground 80% 75% 75% 74%

50% 50% 37% 34% Change on 25% Change on 25% last year last year

1.0 PP 0.3 PP 0% 0% S A S A S A S A S A S A S A S A S A S A -1.2 PP 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 0.2 PP PP = percentage point change PP = percentage point change Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Transparency and accountability Actions to improve information for passengers, 2018-19 All train operators should publish the actions they are taking to improve passenger information in a London Overground reports it has taken some of Local Plan together with a link to the current industry the following actions to improve its provision of Code of Practice (Oct 2016) and an Annual Progress information to passengers: Report (required to meet industry action PIDD-41). • It is working with enhanced technology alongside • Code of Practice – Oct 2016 staff training and behaviours to improve its provision of imparting timely and accurate • Local Plan – Nov 2016 information to its customers. A Local Plan review is required. • At the Customer Experience Strategy level, it is undertaking an in depth review of how information is disseminated by its frontline teams, especially in times of disruption. It is examining whether the tools it uses are the most efficient and effective. 43 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

LONDON OVERGROUND

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

London Overground received 1,272 booked All operators must provide free alternative transport assistance requests in 2018-19. This Change on last year to take passengers to the nearest or most convenient accounted for 0.1% of all booked assists accessible station in certain circumstances: made nationally in 2018-19. 0.5% • When a station is inaccessible to the passenger; 200

150 • When rail replacement services are running that are not accessible to the passenger (because of 100 planned engineering works for example); or 50 • When there is disruption to services at short 0 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 notice that, for whatever reason, makes services 2017-18 2018-19 inaccessible to disabled passengers. Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and In 2018-19 alternative accessible transport was there are 13 rail periods in a financial year. provided 68 times by London Overground. Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance, 2018-19

No data is available on this company’s performance on the reliability of its booked assistance due to a low sample size, which is a natural effect of having lower than average booking volumes.

Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 763 London Overground

Change on Change on staff received disability and equality awareness last year last year training.

-30.3% 14.6% • All new staff receive disability awareness training as part of their induction and all existing and non- frontline staff receive a refresher course annually. 0.4 A full description of London Overground’s disability training activities in 2018-19 can be viewed here 0.0 on our website: https://orr.gov.uk/rail/consumers/ London Overground National annual-rail-consumer-report

Note: London Overground received 31 accessibility complaints during 2018-19. This may partly explain the low accessibility complaints rate.

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

44 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

LONDON OVERGROUND

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 1.2 100% 98.0% 94.3% 96.8% 1.0 88.0% 1.0 Complaints 80% Complaints rate per responded 0.8 100,000 to within 20 journeys in 60% working days 0.7 0.6 2018-19: in 2018-19: 0.6 0.7 40% 94.6% 0.4 0.5 Change on Change on last year 20% last year 0.2 -60.5% -2.2 PP 0.0 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type of complaints last year London Overground’s Complaints Handling Punctuality/reliability Procedure is available at: https://orr.gov.uk/rail/ 45.6% (i.e. the train arriving/ 6.4 PP licensing/licensing-the-railway/complaints-handling- departing on time) procedures/complaints-handling-procedures- decision-letters The attitudes and 15.4% helpfulness of the 0.0 PP London Overground reports it has taken some of staff at station the following actions in 2018-19 to address issues highlighted in passenger complaints: 4.8% Timetabling 4.6 PP • Developed targeted training programmes to improve staff conduct. Your personal 4.7% 2.5 PP security on board • Trialled predictive carriage occupancy technology to reduce crowding and improve the safety and Provision of security of passengers. 4.5% information on website 3.0 PP or mobile apps A more detailed list of the actions which have been taken to improve services in response to complaints PP = percentage point change can be viewed here: https://orr.gov.uk/rail/ Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 consumers/annual-rail-consumer-report

Delay compensation claims, 2018-19 London Overground London Overground closed 9,931 delay compensation claims in 2018-19. responded to 100.0% of delay 100.0% 1,200 compensation claims within 20 working days in 2018-19. 1,000

800 London Overground approved 74.8% of delay compensation 600 74.8% claims closed in 2018-19. 400 Note: A ‘rail period’ is normally 28 days, or four weeks, for 200 business reporting purposes (Sunday to Saturday) and 0 there are 13 rail periods in a financial year. P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Data tables: Rail delay compensation claims by TOC - Table 17.01

45 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

MERSEYRAIL

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Owner group: Serco / Abellio Operator: Merseyrail Merseyrail National Franchise: Merseyrail 75% Franchise period: 20 July 2003 – 22 July 2028 Employees: 1,206 50% 53% Operated stations: 66 42% Sector: Regional Change on 25% last year Passenger journeys per annum: 42.1 million -1.7 PP Source: Train Operating Companies and LENNON (the rail industry’s 0% S A S A S A S A S A ticketing and revenue database) -9.4 PP 2014 2015 2016 2017 2018 Data tables: TOC Key statistics PP = percentage point change; Data not available for all waves due to low response rates. Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey

100% 100% Merseyrail National Merseyrail National 84% 75% 75% 74%

50% 50% 44% 37% 25% Change on 25% Change on last year last year

-1.2 PP 0.4 PP 0% 0% S A S A S A S A S A S A S A S A S A S A -5.1 PP 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 0.2 PP PP = percentage point change; Data not available for all waves due to low PP = percentage point change response rates. Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Transparency and accountability Actions to improve information for passengers, 2018-19 All train operators should publish the actions they are taking to improve passenger information in a Merseyrail reports it has taken some of the following Local Plan together with a link to the current industry actions to improve its provision of information to Code of Practice (Oct 2016) and an Annual Progress passengers: Report (required to meet industry action PIDD-41) • Introduced new digital channels to link its control • Code of Practice – October 2016 room, managers and stations together during • Local Plan – June 2018. disruption ORR has reviewed and provided feedback on the • Launched a new approach to managing current version of the local plan. We also have information disruption including more PA arranged a meeting to discuss this face to face. announcements and greater visibility of colleagues to help • Continued to offer support to customers in real time through its dedicated social media service.

46 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

MERSEYRAIL

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

Merseyrail received 8,677 booked All operators must provide free alternative transport assistance requests in 2018-19. This Change on last year to take passengers to the nearest or most convenient accounted for 0.7% of all booked assists accessible station in certain circumstances: made nationally in 2018-19. 52.9% • When a station is inaccessible to the passenger; 2,000

1,500 • When rail replacement services are running that are not accessible to the passenger (because of 1,000 planned engineering works for example); or 500 • When there is disruption to services at short 0 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 notice that, for whatever reason, makes services 2017-18 2018-19 inaccessible to disabled passengers. Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and In 2018-19 alternative accessible transport was there are 13 rail periods in a financial year. provided 345 times by Merseyrail. Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance, 2018-19

No data is available on Merseyrail’s performance on the reliability of its booked assistance due to a low sample size, which is a natural effect of having lower than average booking volumes.

Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 1,140 Merseyrail staff received disability and equality awareness Change on Change on training. last year last year • Merseyrail have a dedicated disability awareness 56.2% 14.6% training package. • Staff training needs are appraised through risk 0.3 0.4 assessments and Merseyrail staff undertake the training level which is most appropriate for their needs. Merseyrail National A full description of Merseyrail’s disability training

Source: Train Operating Companies activities in 2018-19 can be viewed here on our Data tables: Complaints by NRPS category by TOC - Table 14.5 website: https://orr.gov.uk/rail/consumers/annual- rail-consumer-report

47 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

MERSEYRAIL

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 12 100% 100.0% 99.8% 99.8% 99.9% 10 10.8 10.1 80% 9.5 Complaints Complaints rate per responded 8 100,000 60% to within 20 journeys in working days 6 2018-19: in 2018-19: 5.8 9.0 40% 99.9% 4 Change on Change on last year 20% 2 last year -1.1% 0.0 PP 0 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type Merseyrail’s Complaints Handling Procedure is of complaints last year available at: https://orr.gov.uk/rail/licensing/licensing- Punctuality/reliability the-railway/complaints-handling-procedures/ 37.6% (i.e. the train arriving/ -0.5 PP complaints-handling-procedures-decision-letters departing on time) Merseyrail reports it has taken some of the following The attitudes and actions in 2018-19 to address issues highlighted in 6.4% helpfulness of the 0.0 PP passenger complaints: staff at station • Increased the number of TVM’s in response to increased demand. 5.6% Ticket buying facilities -1.6 PP • In response to complaints about staff helpfulness, Merseyrail have introduced targeted staff training Your personal security 5.6% 1.5 PP focusing on responding to customers and conflict on board resolution. 3.9% Other policy 0.5 PP A more detailed list of the actions which have been taken to improve services in response to complaints PP = percentage point change can be viewed here: https://orr.gov.uk/rail/ Source: Train Operating Companies consumers/annual-rail-consumer-report Data tables: Complaints by NRPS category by TOC - Table 14.5

Delay compensation claims, 2018-19 Merseyrail responded Merseyrail closed 1,362 delay compensation claims in 2018-19. 100.0% to 100.0% of delay 300 compensation claims within 20 working days in 2018-19. 250

200 Merseyrail approved 99.9% of delay compensation claims 150 99.9% closed in 2018-19. 100 Note: A ‘rail period’ is normally 28 days, or four weeks, 50 for business reporting purposes (Sunday to Saturday) 0 and there are 13 rail periods in a financial year. P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Data tables: Rail delay compensation claims by TOC - Table 17.01

48 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

NORTHERN

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Owner group: Arriva UK Trains Operator: Northern Northern National Franchise: Northern 75% Franchise period: 01 April 2016 – 31 March 2025 Employees: 6,183 50% Operated stations: 478 42% 34% Sector: Regional 25% Change on Passenger journeys per annum: 101.3 million last year -1.7 PP Source: Train Operating Companies and LENNON (the rail industry’s 0% ticketing and revenue database) S A S A S A S A S A -15.2 PP Data tables: TOC Key statistics 2014 2015 2016 2017 2018 PP = percentage point change Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey 100% 100% Northern National Northern National

75% 75% 74% 60% 50% 50% 37% 31% Change on 25% Change on 25% last year last year

-1.2 PP 0.2 PP 0% 0% S A S A S A S A S A S A S A S A S A S A -16.2 PP -6.7 PP 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 PP = percentage point change PP = percentage point change Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Transparency and accountability Actions to improve information for passengers, 2018-19 All train operators should publish the actions they are taking to improve passenger information in a Northern reports it has made the following changes Local Plan together with a link to the current industry to improve information to its passengers: Code of Practice (Oct 2016) and an Annual Progress • It has re-written its process for disseminating Report (required to meet industry action PIDD-41). information to ensure accuracy and timeliness of • Code of Practice – none information. • Local Plan – Apr 2016 • It has also taken steps to improve the consistency We have reviewed and provided feedback on the of delay information and advice across web published local plan. However, a link to the Code of pages, posters and announcements. Practice needs to be published on the same page as • It has invested in 56 new information screens the local plan. at stations on its network, providing clear and comprehensive information

49 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

NORTHERN

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

Northern received 47,209 booked All operators must provide free alternative transport assistance requests in 2018-19. This Change on last year to take passengers to the nearest or most convenient accounted for 3.7% of all booked assists accessible station in certain circumstances: made nationally in 2018-19. 4.5% • When a station is inaccessible to the passenger; 6,000 • When rail replacement services are running that 4,000 are not accessible to the passenger (because of

2,000 planned engineering works for example); or • When there is disruption to services at short 0 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 notice that, for whatever reason, makes services 2017-18 2018-19 inaccessible to disabled passengers. Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and In 2018-19 alternative accessible transport was there are 13 rail periods in a financial year. provided 360 times by Northern. Data tables: Rail passenger assists by station operator - Table 16.03 Passenger experience of booked assistance, 2018-19 Passenger outcome for assistance that was booked Satisfaction with the helpfulness and attitude of (all passengers) staff who provided assistance at the station (for 18% 11% All assistance those passengers met by staff) 14% 10% received 76% 64% Some assistance 91% received 80% None assistance Northern National received Northern National Note: may not add up to 100% as ‘unsure/don’t know’ are not shown. Satisfaction with assistance at the station (for those Overall satisfaction with the whole process from passengers met by staff) booking assistance to assistance received (all passengers) 76% 88% 75% 85% Northern National Northern National Sample size: 291 Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 315 Northern staff received disability and equality awareness training. Change on Change on • Trainee conductors and retail staff undertake dedicated last year last year mental health awareness training as part of their 142.6% 14.6% induction programme. Train ramp, wheelchair training, hidden disabilities and basic communication training is embedded within the course. • Northern use a combination of classroom based and 0.4 0.4 practical training. We therefore recommend reading the full detailed Northern National description of Northern’s disability training activities in 2018-19 can be viewed here on our website: https://orr. Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 gov.uk/rail/consumers/annual-rail-consumer-report

50 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

NORTHERN

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 60 100% 96.6% 56.5 50 51.6 Complaints 80% Complaints rate per responded 40 100,000 73.1% to within 20 40.5 journeys in 60% working days 30 2018-19: 58.0% in 2018-19: 49.9% 43.7 40% 68.9% 20 25.9 Change on Change on last year 20% last year 10 186.0% -22.3 PP 0 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type Northern’s Complaints Handling Procedure is of complaints last year available at: https://orr.gov.uk/rail/licensing/licensing- Punctuality/reliability the-railway/complaints-handling-procedures/ 38.3% (i.e. the train arriving/ 8.6 PP complaints-handling-procedures-decision-letters departing on time) Northern reports it has taken some of the following The helpfulness and actions in 2018-19 to address issues highlighted in 5.5% attitude of staff on -0.8 PP passenger complaints: train • Northern amended and improved the way Delay Sufficient room for all Repay is administered in response to passenger 5.4% -4.3 PP complaints. passengers to sit/stand • To address complaints about the helpfulness The attitudes and and attitude of staff, on-train staff have received 5.0% helpfulness of the -2.1 PP additional training to improve communication staff at station and resolve customer issues. 4.4% Other – miscellaneous -7.7 PP A more detailed list of the actions which have been taken to improve services in response to complaints PP = percentage point change can be viewed here: https://orr.gov.uk/rail/ Source: Train Operating Companies consumers/annual-rail-consumer-report Data tables: Complaints by NRPS category by TOC - Table 14.5

Delay compensation claims, 2018-19 Northern responded to 93.3% Northern closed 246,484 delay compensation claims in 2018-19. 93.3% of delay compensation claims 40,000 within 20 working days in 35,000 2018-19. 30,000 Northern approved 76.1% of 25,000 delay compensation claims 20,000 76.1% closed in 2018-19. 15,000

10,000 Note: A ‘rail period’ is normally 28 days, or four weeks, 5,000 for business reporting purposes (Sunday to Saturday) 0 and there are 13 rail periods in a financial year. P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Data tables: Rail delay compensation claims by TOC - Table 17.01

51 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

SCOTRAIL

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Owner group: Abellio Operator: Abellio ScotRail ScotRail National Franchise: ScotRail 75% Franchise period: 1 April 2015 – 21 March 2025 Employees: 5,168 50% 42% Operated stations: 354 42% Sector: Scotland Change on 25% Passenger journeys per annum: 97.8 million last year -1.7 PP 0% Source: Train Operating Companies and LENNON (the rail industry’s S A S A S A S A S A ticketing and revenue database) -15.7 PP 2014 2015 2016 2017 2018 Data tables: TOC Key statistics PP = percentage point change Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey 100% 100% ScotRail National ScotRail National 75% 75%

50% 50% 39% 74% 37% 73% Change on 25% 25% Change on last year last year -1.2 PP 0.2 PP 0% 0% S A S A S A S A S A S A S A S A S A S A -11.5 PP -4.7 PP 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 PP = percentage point change PP = percentage point change Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Transparency and accountability Actions to improve information for passengers, 2018-19 All train operators should publish the actions they are taking to improve passenger information in a ScotRail reports it has made the following changes to Local Plan together with a link to the current industry improve information to its passengers: Code of Practice (Oct 2016) and an Annual Progress • It has introduced functionality for passengers Report (required to meet industry action PIDD-41). to see where their train was last reported and • Code of Practice – October 2016. provide additional delay reasons. • Local Plan – pending. • It has also created an extra post in control We have seen a draft of an updated local plan and at weekends to focus on providing accurate after providing our feedback, we are in the process customer information. of arranging a meeting to discuss the progress being • It has also refurbished its Paisley customer made. service centre.

52 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

SCOTRAIL

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

ScotRail received 66,981 booked assistance All operators must provide free alternative transport requests in 2018-19. This accounted for Change on last year to take passengers to the nearest or most convenient 5.2% of all booked assists made nationally accessible station in certain circumstances: in 2018-19. -2.6% • When a station is inaccessible to the passenger; 8,000

6,000 • When rail replacement services are running that are not accessible to the passenger (because of 4,000 planned engineering works for example); or 2,000 • When there is disruption to services at short 0 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 notice that, for whatever reason, makes services 2017-18 2018-19 inaccessible to disabled passengers. Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and In 2018-19 alternative accessible transport was there are 13 rail periods in a financial year. provided 1,372 times by ScotRail. Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance, 2018-19 Passenger outcome for assistance that was booked Satisfaction with the helpfulness and attitude of (all passengers) staff who provided assistance at the station (for 11% 11% All assistance those passengers met by staff) 9% 10% received 76% 76% Some assistance 93% 91% received None assistance ScotRail National received ScotRail National Note: may not add up to 100% as ‘unsure/don’t know’ are not shown. Satisfaction with assistance at the station (for those Overall satisfaction with the whole process from passengers met by staff) booking assistance to assistance received (all passengers) 84% 88% 83% 85% ScotRail National ScotRail National Sample size: 226 Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 555 ScotRail staff received disability and equality awareness training. Change on Change on last year last year • All new staff receive disability awareness training as part of their induction. Refresher training is undertaken 52.6% 14.6% on a cyclical basis. • Scotrail’s disability awareness training is delivered by both in-house trainers and specialist trainers. 0.4 0.4 A full description of ScotRail’s disability training activities in 2018-19 can be viewed here on our website: https://orr.gov. ScotRail National uk/rail/consumers/annual-rail-consumer-report Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

53 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

SCOTRAIL

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 45 100% 99.9% 99.9% 99.2% 40 42.0 35 Complaints 80% 83.2% Complaints rate per responded 30 100,000 to within 20 29.6 60% 25 28.7 journeys in working days 2018-19: in 2018-19: 20 22.7 30.7 40% 94.2% 15 Change on Change on 10 last year 20% last year 5 7.3% -5.6 PP 0 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type ScotRail’s Complaints Handling Procedure is available of complaints last year at: https://orr.gov.uk/rail/licensing/licensing-the- Punctuality/reliability railway/complaints-handling-procedures/complaints- 28.0% (i.e. the train arriving/ 6.6 PP handling-procedures-decision-letters departing on time) ScotRail reports it has taken some of the following Sufficient room for actions in 2018-19 to address issues highlighted in 11.4% all passengers to sit/ 4.6 PP passenger complaints: stand • To address complaints about the helpfulness and Ticketing and refunds attitude of staff, passenger-facing staff received 9.9% 0.5 PP policy additional training to improve communications The attitudes and and resolve customer issues. 6.7% helpfulness of the 0.3 PP • Introduced new trains to improve the provision of staff at station on-board facilities. 5.1% Facilities on board -0.2 PP A more detailed list of the actions which have been taken to improve services in response to complaints PP = percentage point change can be viewed here: https://orr.gov.uk/rail/ Source: Train Operating Companies consumers/annual-rail-consumer-report Data tables: Complaints by NRPS category by TOC - Table 14.5

Delay compensation claims, 2018-19 ScotRail responded to 99.9% ScotRail closed 142,462 delay compensation claims in 2018-19. of delay compensation claims 18,000 99.9% within 20 working days in 16,000 2018-19. 14,000 12,000 ScotRail approved 80.2% of 10,000 delay compensation claims 8,000 80.2% closed in 2018-19. 6,000 4,000 Note: A ‘rail period’ is normally 28 days, or four weeks, 2,000 for business reporting purposes (Sunday to Saturday) 0 and there are 13 rail periods in a financial year. P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Data tables: Rail delay compensation claims by TOC - Table 17.01

54 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

SOUTH WESTERN RAILWAY

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Owner group: FirstGroup & MTR Operator: South Western Railway South Western National Railway Franchise: South Western 75% Franchise period: Employees: 5,177 50% Operated stations: 184 42% 34% Sector: London and South East Change on 25% Passenger journeys per annum: 216.0 million last year -1.7 PP 0% Source: Train Operating Companies and LENNON (the rail industry’s S A S A S A S A S A ticketing and revenue database) -2.1 PP 2014 2015 2016 2017 2018 Data tables: TOC Key statistics PP = percentage point change Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey 100% 100% South Western National South Western National Railway Railway 74% 75% 75% 72%

50% 50% 37% 31% Change on Change on 25% last year 25% last year

-1.2 PP 2.4 PP 0% 0% S A S A S A S A S A S A S A S A S A S A -3.4 PP 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 0.2 PP PP = percentage point change PP = percentage point change Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Transparency and accountability Actions to improve information for passengers, 2018-19 All train operators should publish the actions they are taking to improve passenger information in a South Western Railway reports it has made the Local Plan together with a link to the current industry following changes to improve information to its Code of Practice (Oct 2016) and an Annual Progress passengers: Report (required to meet industry action PIDD-41). Incident learning reviews continue to take place • Code of practice – Oct 2016 following significant disruption, with a focus on • Local plan – October 2018 identifying potential improvements in passenger information provision. The information is up to date and ORR has provided feedback on the current version. Local Plans should It is currently undertaking a review based on be reviewed annually. the recommendations of Sir Michael Holden’s Independent Performance Report. Actions will be taken to improve the overall passenger information flow.

55 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

SOUTH WESTERN RAILWAY

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

South Western Railway received 71,779 All operators must provide free alternative transport booked assistance requests in 2018-19. Change on last year to take passengers to the nearest or most convenient This accounted for 5.6% of all booked accessible station in certain circumstances: assists made nationally in 2018-19. -1.8% • When a station is inaccessible to the passenger; 8,000

6,000 • When rail replacement services are running that are not accessible to the passenger (because of 4,000 planned engineering works for example); or 2,000 • When there is disruption to services at short 0 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 notice that, for whatever reason, makes services 2017-18 2018-19 inaccessible to disabled passengers. Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and In 2018-19 alternative accessible transport was there are 13 rail periods in a financial year. provided 50 times by South Western Railway. Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance, 2018-19 Passenger outcome for assistance that was booked Satisfaction with the helpfulness and attitude of (all passengers) staff who provided assistance at the station (for 14% 11% All assistance those passengers met by staff) 10% 12% received 76% 69% Some assistance 90% 91% received None assistance South Western Railway National received South Western Railway National Note: may not add up to 100% as ‘unsure/don’t know’ are not shown. Satisfaction with assistance at the station (for those Overall satisfaction with the whole process from passengers met by staff) booking assistance to assistance received (all passengers) 87% 88% 85% 85% South Western Railway National South Western Railway National Sample size: 170 Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 491 South Western Railway staff received disability and equality awareness training. Change on Change on last year last year • South Western Railway have a one day disability equality training based on the most recent RDG 35.3% 14.6% recommendations. • The training course covers invisible impairments, mobility assistance, equipment training and 0.3 0.4 communication. A full description of South Western Railway’s disability training activities in 2018-19 can be viewed here on our South Western Railway National website: https://orr.gov.uk/rail/consumers/annual-rail- Source: Train Operating Companies consumer-report Data tables: Complaints by NRPS category by TOC - Table 14.5

56 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

SOUTH WESTERN RAILWAY

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 30 100% 98.4% 28.4 97.0% 94.9% 25 80% Complaints 80.7% Complaints 24.3 23.7 rate per responded 20 100,000 to within 20 19.1 journeys in 60% working days 15 2018-19: in 2018-19: 23.9 40% 91.9% 10 Change on Change on last year 20% last year 5 9.7% 6.5 PP 0 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type South Western Railway’s Complaints Handling of complaints last year Procedure is available at: https://orr.gov.uk/rail/ Punctuality/reliability licensing/licensing-the-railway/complaints-handling- 27.1% (i.e. the train arriving/ -8.1 PP procedures/complaints-handling-procedures- departing on time) decision-letters South Western Railway reports it has taken some of 7.3% Level of compensation 6.6 PP the following actions in 2018-19 to address issues 6.7% Claim rejected 5.3 PP highlighted in passenger complaints: • Amended and improved the way Delay Repay is Compensation claims administered to reduce claim rejections. 6.2% 1.7 PP process • Introduced automated delay repay for smartcard The attitudes and and advance season ticket holders to improve 4.5% helpfulness of the -0.7 PP compensation complaints. staff at station A more detailed list of the actions which have been

PP = percentage point change taken to improve services in response to complaints Source: Train Operating Companies can be viewed here: https://orr.gov.uk/rail/ Data tables: Complaints by NRPS category by TOC - Table 14.5 consumers/annual-rail-consumer-report

Delay compensation claims, 2018-19 South Western Railway responded to 95.4% of delay South Western Railway closed 760,543 delay 95.4% compensation claims within 20 150,000 compensation claims in 2018-19. working days in 2018-19. South Western Railway approved 100,000 82.6% of delay compensation 82.6% claims closed in 2018-19.

50,000 Note: Period 13 data is subject to revision as South Western Railway were unable to provide figures on the final week of the period due to reconciliation issues with their new delay compensation system. A ‘rail 0 period’ is normally 28 days, or four weeks, for business reporting purposes P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 (Sunday to Saturday) and there are 13 rail periods in a financial year. Data tables: Rail delay compensation claims by TOC - Table 17.01

57 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

SOUTHEASTERN

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Owner group: Govia Operator: Southeastern Southeastern National Franchise: South Eastern 75% Franchise period: 01 April 2006 – 10 November 2019 50% 46% Employees: 4,410 42% Operated stations: 164 Change on 25% Sector: London and South East last year Passenger journeys per annum: 183.2 million 4.9 PP 0% S A S A S A S A S A -1.7 PP Source: Train Operating Companies and LENNON (the rail industry’s 2014 2015 2016 2017 2018 ticketing and revenue database) PP = percentage point change Data tables: TOC Key statistics Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) Passenger satisfaction with how well the train Passenger satisfaction with provision company deals with delays of information during the journey 100% 100% Southeastern National Southeastern National

75% 75% 74% 70%

50% 40% 50% 37% Change on Change on 25% last year 25% last year

5.6 PP 0.6 PP 0% 0% S A S A S A S A S A -1.2 PP S A S A S A S A S A 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 0.2 PP PP = percentage point change PP = percentage point change Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Transparency and accountability Actions to improve information for passengers, 2018-19 All train operators should publish the actions they are taking to improve passenger information in a Southeastern reports it has made the following Local Plan together with a link to the current industry changes to improve information to its passengers: Code of Practice (Oct 2016) and an Annual Progress • It was the first to introduce a raft of CIS Report (required to meet industry action PIDD-41). improvements including automatic delay repay • Code of Practice – Oct 2016 announcements where circumstances qualify. • Local Plan – June 2019 • It also introduced event driven messaging e.g. An annual review of this is required each year and so on arrival at a station where replacement buses while we previously approved the published plan, an are operating, train last reported and warning of updated version is required. future delays (if a currently on time train will be affected by disruption later on its journey).

58 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

SOUTHEASTERN

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

Southeastern received 29,625 booked All operators must provide free alternative transport assistance requests in 2018-19. This Change on last year to take passengers to the nearest or most convenient accounted for 2.3% of all booked assists accessible station in certain circumstances: made nationally in 2018-19. 7.6% • When a station is inaccessible to the passenger; 3,000 • When rail replacement services are running that 2,000 are not accessible to the passenger (because of

1,000 planned engineering works for example); or • When there is disruption to services at short 0 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 notice that, for whatever reason, makes services 2017-18 2018-19 inaccessible to disabled passengers. Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and In 2018-19 alternative accessible transport was there are 13 rail periods in a financial year. provided 1,500 times by Southeastern. Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance, 2018-19 Passenger outcome for assistance that was booked Satisfaction with the helpfulness and attitude of (all passengers) staff who provided assistance at the station (for 11% 11% All assistance those passengers met by staff) 14% 10% received 75% 76% Some assistance 86% 91% received None assistance Southeastern National received Southeastern National Note: may not add up to 100% as ‘unsure/don’t know’ are not shown. Satisfaction with assistance at the station (for those Overall satisfaction with the whole process from passengers met by staff) booking assistance to assistance received (all passengers) 82% 88% 83% 85% Southeastern National Southeastern National Sample size: 83 Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 778 Southeastern staff received disability and equality awareness training. Change on Change on last year last year • The majority of Southeastern’s disability and equality training takes place as a part of the initial induction 42.8% 14.6% training for staff. • Southeastern also provides visual impairment guiding sessions for Conductors which also includes information 0.3 0.4 on Autism/Aspergers and dementia. A full description of Southeastern’s disability training activities in 2018-19 can be viewed here on our website: Southeastern National https://orr.gov.uk/rail/consumers/annual-rail-consumer- Source: Train Operating Companies report Data tables: Complaints by NRPS category by TOC - Table 14.5

59 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

SOUTHEASTERN

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 35 100% 100.0% 100.0% 100.0% 100.0% 30 32.5 Complaints 80% Complaints rate per responded 25 26.0 24.7 100,000 to within 20 20 22.0 journeys in 60% working days 2018-19: in 2018-19:

15 26.2 40% 100% 10 Change on Change on last year 20% last year 5 -12.5% 0.0 PP 0 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type Southeastern’s Complaints Handling Procedure is of complaints last year available at: https://orr.gov.uk/rail/licensing/licensing- Punctuality/reliability the-railway/complaints-handling-procedures/ 18.7% (i.e. the train arriving/ -0.5 PP complaints-handling-procedures-decision-letters departing on time) Southeastern reports it has taken some of the following actions in 2018-19 to address issues 10.7% Facilities on board 4.4 PP highlighted in passenger complaints: • Proactively offering compensation to passengers 7.5% Claim rejected -0.4 PP for disruption. Complaints not fully • Southeastern are continuing to make technical 7.1% addressed/fulfilled by 1.6 PP improvements to support smartcard users TOC A more detailed list of the actions which have been taken to improve services in response to complaints 7.1% Smartcards -6.2 PP can be viewed here: https://orr.gov.uk/rail/

PP = percentage point change consumers/annual-rail-consumer-report Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

Delay compensation claims, 2018-19 Southeastern responded to 100.0% of delay compensation Southeastern closed delay 100.0% 452,481 claims within 20 working days in compensation claims in 2018-19. 80,000 2018-19. 70,000 60,000 Southeastern approved 79.5% 50,000 of delay compensation claims 40,000 79.5% closed in 2018-19. 30,000 20,000 Note: A ‘rail period’ is normally 28 days, or four weeks, for business 10,000 reporting purposes (Sunday to Saturday) and there are 13 rail periods in a 0 financial year. P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Data tables: Rail delay compensation claims by TOC - Table 17.01

60 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

TFL RAIL

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Owner group: MTR Corporation TfL Rail National Operator: MTR Crossrail 75% TfL concession: TfL Rail

Concession period: 31 May 2015 to 30 May 2023 59% 50% Employees: 1,401 42% Operated stations: 24 25% Passenger journeys: 51.3 million Change on last year 0% Source: Train Operating Companies and LENNON (the rail industry’s S A S A S A S A S A -1.7 PP ticketing and revenue database) 2014 2015 2016 2017 2018 Data tables: TOC Key statistics PP = percentage point change; Data not available for all waves due to low response rates. Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey 100% 100% TfL Rail National TfL Rail National 82% 75% 75% 74%

50% 51% 50% 37%

25% 25%

Change on Change on last year last year 0% 0% S A S A S A S A S A S A S A S A S A S A -1.2 PP 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 0.2 PP PP = percentage point change; Data not available for all waves due to low PP = percentage point change; Figures in 2018 not comparable with previous response rates. years due to changes in route Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Transparency and accountability Actions to improve information for passengers, 2018-19 All train operators should publish the actions they are taking to improve passenger information in a TfL Rail reports it has made the following changes to Local Plan together with a link to the current industry improve information to its passengers: Code of Practice (Oct 2016) and an Annual Progress • It has now taken delivery of extra mobile Report (required to meet industry action PIDD-41). customer information screens to use at stations. • Code of Practice – Oct 2016 • Last reported location of train is now shown on • Local Plan – Jul 2017 CIS. The information is up to date. Local Plans should • Mobile microphones have been provided at be reviewed annually. As such, a review is expected inner London stations to enable staff to make shortly. announcements from the platform. • It has recruited additional staff for its control room to deliver information to customers.

61 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

TFL RAIL

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

TfL Rail received 2,071 booked assistance All operators must provide free alternative transport requests in 2018-19. This accounted for Change on last year to take passengers to the nearest or most convenient 0.2% of all booked assists made nationally accessible station in certain circumstances: in 2018-19. 48.1% • When a station is inaccessible to the passenger; 250 200 • When rail replacement services are running that 150 are not accessible to the passenger (because of 100 planned engineering works for example); or 50 • When there is disruption to services at short 0 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 notice that, for whatever reason, makes services 2017-18 2018-19 inaccessible to disabled passengers. Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and In 2018-19 alternative accessible transport was there are 13 rail periods in a financial year. provided 4 times by TfL Rail. Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance, 2018-19

No data is available on TfL Rail’s performance on the reliability of its booked assistance due to a low sample size, which is a natural effect of having lower than average booking volumes.

Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 485 TfL Rail staff received disability and equality awareness training. Change on last year • All TfL Rail station staff attend four quarterly disability awareness and equality training 14.6% briefings each year. • All station staff received annual ramp training. 0.4 • All customer experience staff completed 0.0 eLearning and attended an Institute Of Customer TfL Rail National Services training/qualification within three months of joining the organisation. TfL Rail received a low number of accessibility complaints (5 in 2017-18, and 4 in 2018-19). Due to the low numbers a percentage change for TfL Rail A full description of TfL Rail’s disability training has not been provided. Source: Train Operating Companies activities in 2018-19 can be viewed here on our Data tables: Complaints by NRPS category by TOC - Table 14.5 website: https://orr.gov.uk/rail/consumers/annual- rail-consumer-report 62 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

TFL RAIL

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 3.5 100% 100.0% 98.5% 98.3% 3.0 94.7% 2.9 Complaints 80% Complaints 2.5 2.6 rate per responded 2.4 100,000 to within 20 2.0 2.2 journeys in 60% working days 2018-19: in 2018-19: 1.5 2.5 40% 97.7%

1.0 Change on Change on last year 20% last year 0.5 -3.1% 1.7 PP 0 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to Percentage Change on complaints, 2018-19 Complaint type of complaints last year TfL Rail’s Complaints Handling Procedure is available Punctuality/reliability at: https://orr.gov.uk/rail/licensing/licensing-the- 35.1% (i.e. the train arriving/ -8.9 PP railway/complaints-handling-procedures/complaints- departing on time) handling-procedures-decision-letters The attitudes and TfL Rail reports it has taken some of the following 9.2% helpfulness of the 0.3 PP actions in 2018-19 to address issues highlighted in staff at station passenger complaints: The upkeep/repair of • In response to punctuality/reliability complaints, 8.3% the station buildings/ 1.3 PP TfL Rail introduced mobile customer information platforms screens and installed mobile microphones for staff to make announcements during disruption. How request to 6.7% station staff was 1.3 PP • Undergoing station upgrades to modernise and handled increase toilet facilities at stations. A more detailed list of the actions which have been 6.1% Facilities on board 5.0 PP taken to improve services in response to complaints PP = percentage point change can be viewed here: https://orr.gov.uk/rail/ Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5 consumers/annual-rail-consumer-report

Delay compensation claims, 2018-19 TfL Rail responded to 100.0% of delay compensation claims TfL Rail closed 6,461 delay compensation claims in 2018-19. 100.0% within 20 working days in 1,400 2018-19. 1,200 TfL Rail approved 82.1% of 1,000 delay compensation claims 800 82.1% closed in 2018-19. 600 400 Note: A ‘rail period’ is normally 28 days, or four weeks, 200 for business reporting purposes (Sunday to Saturday) 0 and there are 13 rail periods in a financial year. P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Data tables: Rail delay compensation claims by TOC - Table 17.01

63 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

TRANSPORT FOR WALES RAIL

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Owner group: Keolis Amey Ltd Operator: Transport for Wales Rail (TfWR) TfW Rail National Franchise: Wales & Borders 75% Franchise period: 13 October 2018 – 13 October 2033 50% Employees: 2,293 42% 41% Operated stations: 247 25% Change on Sector: Regional last year Passenger journeys per annum: 34.1 million 3.9 PP 0% S A S A S A S A S A Source: Train Operating Companies and LENNON (the rail industry’s -1.7 PP ticketing and revenue database) 2014 2015 2016 2017 2018 Data tables: TOC Key statistics PP = percentage point change Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) Passenger satisfaction with how well the train Passenger satisfaction with provision company deals with delays of information during the journey 100% TfW Rail National 100% TfW Rail National

75% 75% 74%

61% 50% 50% 44% 37% 25% Change on 25% Change on last year last year

8.7 PP -4.9 PP 0% 0% S A S A S A S A S A S A S A S A S A S A -1.2 PP 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 0.2 PP PP = percentage point change PP = percentage point change Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Transparency and accountability Actions to improve information for passengers, 2018-19 All train operators should publish the actions they are taking to improve passenger information in a TfW Rail reports it has made the following changes to Local Plan together with a link to the current industry improve information to its passengers: Code of Practice (Oct 2016) and an Annual Progress • Project underway to add and improve the on- Report (required to meet industry action PIDD-41). board visual and audio enhancements to the 150 • Code of Practice – Oct 2016 fleet. • Local Plan – June 2015 • Improved online and printed information detailing station information and how to get in touch When the franchise changeover occurred, the website • Dedicated Passenger Assist support at Cardiff went backwards to an old publication of the local Central plan. We have been in touch with Transport for Wales regarding this and expect to see a current version • A huge transformation programme is underway published online shortly. which will see all trains and stations have improved facilities over the next 3-5 years.

64 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

TRANSPORT FOR WALES RAIL

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

TfW Rail received 60,443 booked assistance All operators must provide free alternative transport requests in 2018-19. This accounted for Change on last year to take passengers to the nearest or most convenient 4.7% of all booked assists made nationally accessible station in certain circumstances: in 2018-19. 0.6% • When a station is inaccessible to the passenger; 8,000

6,000 • When rail replacement services are running that are not accessible to the passenger (because of 4,000 planned engineering works for example); or 2,000 • When there is disruption to services at short 0 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 notice that, for whatever reason, makes services 2017-18 2018-19 inaccessible to disabled passengers. Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and In 2018-19 alternative accessible transport was there are 13 rail periods in a financial year. provided 228 times by TfW Rail. Data tables: Rail passenger assists by station operator - Table 16.03

19% 11% All assistance those passengers met by staff) 10% received 9% 76% 69% Some assistance 86% 91% received None assistance TfW Rail National received TfW Rail National Note: may not add up to 100% as ‘unsure/don’t know’ are not shown. Satisfaction with assistance at the station (for those Overall satisfaction with the whole process from passengers met by staff) booking assistance to assistance received (all passengers) 83% 88% 81% 85% TfW Rail National TfW Rail National Sample size: 177 Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 112 TfW Rail staff received Change on Change on disability and equality awareness training. last year last year • All new frontline staff (Station staff and Conductors) -5.0% 14.6% have been trained in disability awareness. • A new disability training programme is currently being 1.0 written for all staff to undertake over the next 2 years. 0.4 A full description of TfW Rail’s disability training activities in 2018-19 can be viewed here on our website: https://orr.gov. TfW Rail National uk/rail/consumers/annual-rail-consumer-report

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

65 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

TRANSPORT FOR WALES RAIL

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 80 100% 98.1% 70 95.8% 95.3% 95.6% 71.4 Complaints 80% Complaints 60 60.9 rate per responded 50 100,000 to within 20 50.8 journeys in 60% working days 40 46.7 2018-19: in 2018-19: 57.3 96.3% 30 40% 20 Change on Change on last year 20% last year 10 -13.7% 20.8 PP 0 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to Percentage Change on complaints, 2018-19 Complaint type of complaints last year TfW Rail’s Complaints Handling Procedure is available Punctuality/reliability at: https://orr.gov.uk/rail/licensing/licensing-the- 36.0% (i.e. the train arriving/ 1.3 PP railway/complaints-handling-procedures/complaints- departing on time) handling-procedures-decision-letters Sufficient room for all TfW Rail reports it has taken some of the following 12.1% 0.1 PP passengers to sit/stand actions in 2018-19 to address issues highlighted in Ticketing and refunds passenger complaints: 3.9% 0.3 PP policy • Amended and improved the way Delay Repay is administered in response to passenger The attitudes and complaints. 3.3% helpfulness of the -0.6 PP staff at station • Improved the provision of advance tickets. The helpfulness and A more detailed list of the actions which have been 3.2% attitude of staff on -0.7 PP taken to improve services in response to complaints train can be viewed here: https://orr.gov.uk/rail/ PP = percentage point change consumers/annual-rail-consumer-report Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

Delay compensation claims, 2018-19 TfW Rail responded to 98.4% of delay compensation claims TfW Rail closed 22,908 delay compensation claims in 2018-19. 98.4% within 20 working days in 3,500 2018-19. 3,000 2,500 TfW Rail approved 81.7% of delay compensation claims 2,000 81.7% closed in 2018-19. 1,500 1,000 Note: A ‘rail period’ is normally 28 days, or four weeks, 500 for business reporting purposes (Sunday to Saturday) 0 and there are 13 rail periods in a financial year. P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Data tables: Rail delay compensation claims by TOC - Table 17.01

66 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

TRANSPENNINE EXPRESS

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Owner group: FirstGroup TransPennine National TransPennine Express Express Operator: 75% Franchise: TransPennine Express Franchise period: 01 April 2016 – 21 March 2023 50% Employees: 1,258 43% Operated stations: 19 42% Change on Sector: Regional 25% last year Passenger journeys per annum: 29.2 million -1.7 PP 0% Source: Train Operating Companies and LENNON (the rail industry’s S A S A S A S A S A ticketing and revenue database) -12.2 PP 2014 2015 2016 2017 2018 Data tables: TOC Key statistics PP = percentage point change Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey 100% 100% TransPennine National TransPennine National Express Express 77% 75% 75% 74%

50% 50% 37% 36% 25% Change on 25% Change on last year last year

-1.2 PP 0.2 PP 0% 0% S A S A S A S A S A S A S A S A S A S A -13.0 PP -0.4 PP 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 PP = percentage point change PP = percentage point change Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A)

67 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

TRANSPENNINE EXPRESS

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

TransPennine Express received 24,270 All operators must provide free alternative transport booked assistance requests in 2018-19. Change on last year to take passengers to the nearest or most convenient This accounted for 1.9% of all booked accessible station in certain circumstances: assists made nationally in 2018-19. 1.8% • When a station is inaccessible to the passenger; 3,000 • When rail replacement services are running that 2,000 are not accessible to the passenger (because of

1,000 planned engineering works for example); or • When there is disruption to services at short 0 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 notice that, for whatever reason, makes services 2017-18 2018-19 inaccessible to disabled passengers. Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and In 2018-19 alternative accessible transport was there are 13 rail periods in a financial year. provided 31 times by TransPennine Express. Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance, 2018-19 Passenger outcome for assistance that was booked Satisfaction with the helpfulness and attitude of (all passengers) staff who provided assistance at the station (for 9% 11% All assistance those passengers met by staff) 9% 10% received 76% 79% Some assistance 89% 91% received None assistance TransPennine Express National received TransPennine Express National Note: may not add up to 100% as ‘unsure/don’t know’ are not shown. Satisfaction with assistance at the station (for those Overall satisfaction with the whole process from passengers met by staff) booking assistance to assistance received (all passengers) 90% 88% 89% 85% TransPennine Express National TransPennine Express National Sample size: 150 Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 140 TransPennine Express staff Change on Change on received disability and equality awareness training. last year last year • TransPennine Express provide a one day Disability 1.1% 14.6% Awareness training as part of their induction programme. • This training was developed with Action on Hearing 0.6 0.4 Loss, Dementia Friends and RNIB. A full description of TransPennine Express’ disability TransPennine Express National training activities in 2018-19 can be viewed here on our

Source: Train Operating Companies website: https://orr.gov.uk/rail/consumers/annual-rail- Data tables: Complaints by NRPS category by TOC - Table 14.5 consumer-report

68 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

TRANSPENNINE EXPRESS

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 90 100% 100.0% 100.0% 80 88.4% 70 76.2 80% 60 Complaints Complaints 60.6 rate per 60% responded 50 50.0 53.4 100,000 to within 20 40 journeys in 50.7% working days 2018-19: 40% in 2018-19: 30 60.3 85.6% 20 20% Change on Change on 10 last year last year 0 0% -14.3 PP Q1 Q2 Q3 Q4 34.9% Q1 Q2 Q3 Q4 Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type TransPennine Express’ Complaints Handling of complaints last year Procedure is available at: https://orr.gov.uk/rail/ Sufficient room for licensing/licensing-the-railway/complaints-handling- 20.1% all passengers to sit/ -8.6 PP procedures/complaints-handling-procedures- stand decision-letters Punctuality/reliability TransPennine Express reports it has taken some of 11.1% (i.e. the train arriving/ 5.6 PP the following actions in 2018-19 to address issues departing on time) highlighted in passenger complaints: Ticketing and refunds 9.3% 0.4 PP • Refurbished trains were introduced and are policy addressing complaints about on-board facilities. 8.9% Facilities on board 0.1 PP • New on-board customer information screens have been introduced to provide real time Unhappy at type/level information during disruption. 5.5% -1.0 PP of compensation A more detailed list of the actions which have been

Delay compensation claims, 2018-19 TransPennine Express responded to 66.2% of delay TransPennine Express closed 158,056 delay compensation compensation claims within 20 claims in 2018-19. 66.2% working days in 2018-19. 30,000 TransPennine Express 25,000 approved 76.1% of delay 20,000 76.1% compensation claims closed 15,000 in 2018-19. 10,000 Note: A ‘rail period’ is normally 28 days, or four weeks, 5,000 for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. 0 Data tables: Rail delay compensation claims by TOC - P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Table 17.01

69 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

VIRGIN TRAINS WEST COAST

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Owner group: Virgin Group & Stagecoach Operator: Virgin Trains Virgin Trains National Franchise: InterCity West Coast 75% Franchise period: 2 March 1997 to September 66% 2019 50% Employees: 3,724 42% Operated stations: 16 Change on 25% Sector: Long distance last year Passenger journeys per annum: 39.5 million 7.6 PP 0% S A S A S A S A S A Source: Train Operating Companies and LENNON (the rail industry’s -1.7 PP ticketing and revenue database) 2014 2015 2016 2017 2018 Data tables: TOC Key statistics PP = percentage point change Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) Passenger satisfaction with how well the train Passenger satisfaction with provision company deals with delays of information during the journey 100% 100% Virgin Trains National Virgin Trains National 86% 75% 75% 74%

60% 50% 50%

37% 25% Change on 25% Change on last year last year

0.7 PP 1.2 PP 0% 0% S A S A S A S A S A S A S A S A S A S A -1.2 PP 2014 2015 2016 2017 2018 2014 2015 2016 2017 2018 0.2 PP PP = percentage point change PP = percentage point change Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Transparency and accountability Actions to improve information for passengers, 2018-19 All train operators should publish the actions they are taking to improve passenger information in a Virgin Trains reports it has made the following Local Plan together with a link to the current industry changes to improve information to its passengers: Code of Practice (Oct 2016) and an Annual Progress • Launched new technology to better connect Report (required to meet industry action PIDD-41). colleagues during times of disruption. • Code of Practice – October 2016 • Trialling use of Disruption Co-ordinators at • Local Plan – December 2018 London Euston to manage train crews during We conducted a review of the updated local plan times of disruption to reduce knock on delays and and provided our feedback to Virgin Trains. We are cancellations as a result of service disruption and content with its contents and noted that our previous late services inbound to London feedback had been taken into account.

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VIRGIN TRAINS WEST COAST

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

Virgin Trains received 105,649 booked All operators must provide free alternative transport assistance requests in 2018-19. This Change on last year to take passengers to the nearest or most convenient accounted for 8.2% of all booked assists accessible station in certain circumstances: made nationally in 2018-19. -10.0% • When a station is inaccessible to the passenger; 15,000 • When rail replacement services are running that 10,000 are not accessible to the passenger (because of 5,000 planned engineering works for example); or • When there is disruption to services at short 0 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 notice that, for whatever reason, makes services 2017-18 2018-19 inaccessible to disabled passengers. Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and In 2018-19 alternative accessible transport was there are 13 rail periods in a financial year. provided 122 times by Virgin Trains. Data tables: Rail passenger assists by station operator - Table 16.03

Passenger experience of booked assistance, 2018-19 Passenger outcome for assistance that was booked Satisfaction with the helpfulness and attitude of (all passengers) staff who provided assistance at the station (for 9% 11% All assistance those passengers met by staff) 10% 10% received 76% 78% Some assistance 93% 91% received None assistance Virgin Trains West Coast National received Virgin Trains West Coast National Note: may not add up to 100% as ‘unsure/don’t know’ are not shown. Satisfaction with assistance at the station (for those Overall satisfaction with the whole process from passengers met by staff) booking assistance to assistance received (all passengers) 91% 88% 89% 85% Virgin Trains West Coast National Virgin Trains West Coast National Sample size: 524 Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 63 Virgin Trains staff received Change on Change on disability and equality awareness training. last year last year • Virgin Trains launched the JAM card in March 2019 as 8.9% 14.6% part of their hidden disability awareness training. • In 2018/19, 45 train managers and 205 dispatch staff 1.7 underwent practical ramp training. 0.4 A full description of Virgin Trains’ disability training activities in 2018-19 can be viewed here on our website: https://orr. Virgin Trains West Coast National gov.uk/rail/consumers/annual-rail-consumer-report

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

71 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

VIRGIN TRAINS WEST COAST

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 250 100% 99.0% 99.1% 97.5% 97.0% 200 80% 191.4 Complaints Complaints 150 168.5 rate per 60% 153.0 responded 141.5 100,000 to within 20 journeys in working days 100 2018-19: 40% in 2018-19: 163.2 98.1% 50 20% Change on Change on last year last year 0 0% Q1 Q2 Q3 Q4 1.3% Q1 Q2 Q3 Q4 15.0 PP Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type Virgin Trains’ Complaints Handling Procedure is of complaints last year available at: https://orr.gov.uk/rail/licensing/licensing- the-railway/complaints-handling-procedures/ 21.7% Facilities on board 2.3 PP complaints-handling-procedures-decision-letters Virgin Trains reports it has taken some of the Punctuality/reliability following actions in 2018-19 to address issues 16.6% (i.e. the train arriving/ -3.6 PP highlighted in passenger complaints: departing on time) • Improved on board facilities by introducing a Ticketing and refunds 12.2% 1.5 PP vegan menu, hot food options on Fridays and policy improved Wi-Fi on Pendolino trains. Ticket buying facilities 7.8% 1.0 PP • Removed Friday afternoon peak restrictions to - other allow customers to travel more flexibly. No response from 7.2% -1.9 PP A more detailed list of the actions which have been TOC taken to improve services in response to complaints

Delay compensation claims, 2018-19 Virgin Trains responded to 91.2% of delay compensation Virgin Trains closed 433,187 delay compensation claims in 2018-19. 91.2% claims within 20 working days in 2018-19. 60,000 Virgin Trains approved 84.0% 50,000 of delay compensation claims 40,000 84.0% closed in 2018-19. 30,000

20,000 Note: A ‘rail period’ is normally 28 days, or four weeks, 10,000 for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. 0 Data tables: Rail delay compensation claims by TOC - P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Table 17.01

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WEST MIDLANDS TRAINS

Provision of information to passengers

Passenger satisfaction with the usefulness of Key facts information when delays occur 100% Owner group: Abellio / Mitsui / East Japan Railway Company West Midlands National Trains Operator: West Midlands Trains 75% Franchise: West Midlands Franchise period: 10 December 2017 to 01 April 2026 50% 53% Employees: 2,834 42% Operated stations: 149 25% Change on Sector: London and South East / Regional last year Passenger journeys per annum: 78.7 million 6.4 PP 0% S A S A S A S A S A Source: Train Operating Companies and LENNON (the rail industry’s -1.7 PP ticketing and revenue database) 2014 2015 2016 2017 2018 Data tables: TOC Key statistics PP = percentage point change Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) Passenger satisfaction with how well the train Passenger satisfaction with provision of company deals with delays information during the journey 100% 100% West Midlands National West Midlands National Trains Trains 75% 75% 74% 72%

50% 49% 50% 37% Change on Change on 25% last year 25% last year

9.3 PP 0.2 PP 0% 0% S A S A S A S A S A S A S A S A S A S A -1.9 PP 2014 2015 2016 2017 2018 -1.2 PP 2014 2015 2016 2017 2018 PP = percentage point change PP = percentage point change Source: Transport Focus, National Rail Passenger Survey Source: Transport Focus, National Rail Passenger Survey The NRPS takes places twice a year, in Spring (S) and Autumn (A) The NRPS takes places twice a year, in Spring (S) and Autumn (A)

Transparency and accountability Actions to improve information for passengers, 2018-19 All train operators should publish the actions they are taking to improve passenger information in a West Midlands Trains reports it has made the Local Plan together with a link to the current industry following changes to improve information to its Code of Practice (Oct 2016) and an Annual Progress passengers: Report (required to meet industry action PIDD-41). • It has introduced a new style web site information during major incidents, to help our customers • Code of Practice – Oct 2016 make informed decisions about their journey. • Local Plan – Dec 2017 • It has made improvements to its website Travel The information is up to date. An updated Local Updates portal, giving passengers easy to find Plan has been reviewed by the ORR and feedback and understand information about their journey. provided. We await a further response from West This portal will be having ongoing developments Midlands Trains in relation to this. and improvements throughout the franchise. • It has also refined internal processes to makes sure information is more timely and accurate.

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WEST MIDLANDS TRAINS

Accessibility and inclusion

Booked assistance volumes Alternative accessible transport

West Midlands Trains received 52,555 All operators must provide free alternative transport booked assistance requests in 2018-19. Change on last year to take passengers to the nearest or most convenient This accounted for 4.1% of all booked accessible station in certain circumstances: assists made nationally in 2018-19. 35.6% • When a station is inaccessible to the passenger; 6,000 • When rail replacement services are running that 4,000 are not accessible to the passenger (because of

2,000 planned engineering works for example); or • When there is disruption to services at short 0 P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 notice that, for whatever reason, makes services 2017-18 2018-19 inaccessible to disabled passengers. Note: This excludes un-booked assistance. A ‘rail period’ is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and In 2018-19 alternative accessible transport was there are 13 rail periods in a financial year. provided 320 times by West Midlands Trains. Data tables: Rail passenger assists by station operator - Table 16.03 Passenger experience of booked assistance, 2018-19 Passenger outcome for assistance that was booked Satisfaction with the helpfulness and attitude of (all passengers) staff who provided assistance at the station (for 12% 11% All assistance those passengers met by staff) 5% 10% received 76% 79% Some assistance 92% 91% received None assistance West Midlands Trains National received West Midlands Trains National Note: may not add up to 100% as ‘unsure/don’t know’ are not shown. Satisfaction with assistance at the station (for those Overall satisfaction with the whole process from passengers met by staff) booking assistance to assistance received (all passengers) 90% 88% 85% 85% West Midlands Trains National West Midlands Trains National Sample size: 233 Source: Research by Breaking Blue When published, the 2018-19 report will be available here: Research into passenger experience of Passenger Assist, 2018-19

Accessibility complaints rate (per 100,000 Disability and equality staff training in 2018-19 journeys), 2018-19 • In 2018-19 a total of 81 West Midlands Trains staff received disability and equality awareness training. Change on Change on • Two tiers of focused disability equality training were last year last year carried out during 2018-19. All Executives underwent -20.9% 14.6% core equality training and equality awareness training. • A half day course was developed for Property and Project teams. • West Midlands Trains are currently working towards 0.4 becoming a Disability Confident Employer (Level 2). 0.2 A full description of West Midlands Trains disability training West Midlands Trains National activities in 2018-19 can be viewed here on our website: https://orr.gov.uk/rail/consumers/annual-rail-consumer-

Source: Train Operating Companies report Data tables: Complaints by NRPS category by TOC - Table 14.5

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WEST MIDLANDS TRAINS

Complaints handling and delay compensation

Complaints rate (per 100,000 journeys), Complaints responded to within 20 working 2018-19 by quarter days, 2018-19 by quarter 25 100% 99.7% 98.5% 92.7% 98.5% 20 80% 20.7 21.2 19.0 18.5 Complaints Complaints 15 rate per 60% responded 100,000 to within 20 journeys in working days 10 2018-19: 40% in 2018-19: 19.8 98.4%

5 Change on 20% Change on last year last year

0 -38.8% 0% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 0.5 PP Source: Train Operating Companies and LENNON (the rail industry’s ticketing PP = percentage point change Source: Train Operating Companies and revenue database) Data tables: Complaints responded to within 10 and 20 working days by TOC Data tables: Complaints rate by train operating company - Table 14.9 - Table 14.2

Top 5 reasons for complaints, 2018-19 Actions to improve services in response to complaints, 2018-19 Percentage Change on Complaint type West Midlands Trains’ Complaints Handling Procedure of complaints last year is available at: https://orr.gov.uk/rail/licensing/licensing- Punctuality/reliability the-railway/complaints-handling-procedures/complaints- 31.0% (i.e. the train arriving/ -27.5 PP handling-procedures-decision-letters departing on time) West Midlands Trains reports it has taken some of the Sufficient room for following actions in 2018-19 to address issues highlighted 14.0% all passengers to sit/ 6.1 PP in passenger complaints: stand • To address punctuality/reliability complaints West Midland Trains continue to work with Network Rail to Compensation claims 8.3% 4.0 PP resolve infrastructure issues. process • Additional compensation options have been 6.8% Ticket buying facilities 1.1 PP introduced to address compensation claim complaints. A more detailed list of the actions which have been taken Ticketing and refunds 6.1% 1.5 PP to improve services in response to complaints can be policy viewed here: https://orr.gov.uk/rail/consumers/annual-rail- consumer-report PP = percentage point change Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

Delay compensation claims, 2018-19 West Midlands Trains responded to 96.6% of delay West Midlands Trains closed 223,230 delay compensation compensation claims within 20 claims in 2018-19. 96.6% working days in 2018-19. 30,000 West Midlands Trains 25,000 approved 89.4% of delay 20,000 89.4% compensation claims closed 15,000 in 2018-19. 10,000 Note: A ‘rail period’ is normally 28 days, or four weeks, 5,000 for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. 0 Data tables: Rail delay compensation claims by TOC - P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 Table 17.01 75 Office of Rail and Road | ‘Measuring up’ Annual Rail Consumer Report 2019

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