West Midlands Report Card

PassengerIndependent national passenger watchdog Voice Rail Summer 2010 West Midlands In this issue: • West Midlands in focus • Bad weather • High speed future West Midlands passengers talk disruption New passenger manager The way train operating com- Jocelyn Pearson has recently High stand- for London Midland panies (TOCs) handle disrup- taken over responsibility for lead- ards of CANCELLEDCANCELLED As part of a reorganisation CANCELLED tion consistently falls short for ing Passenger Focus’s work with punctuality within Passenger Focus as it passengers. London Midland and has found at Chiltern assumes its new bus, coach the reports invaluable in helping Railways make In the Spring 2010 National and tram role, Jocelyn Pearson her identify shortcomings with the information less of an issue, Passenger Survey only 35% has taken on the role of pas- operator’s performance. but a lack of adequate onward of Great Britain’s passengers senger manager responsible journey information at stations said they were happy with this On CrossCountry, issues have for monitoring London Mid- has been highlighted. aspect of train services. To been identified at Birmingham land, with help from executive provide constructive feedback New Street, particularly late Passenger manager Robert Mike Clark. Jocelyn has been from passengers to TOCs, platform changes – a problem Samson has met Virgin Trains’ making journeys across the Passenger Focus has set up a that must be addressed with communications director to London Midland network and nationwide disruption panel with the station’s rebuilding work discuss the good and the bad in meeting directors and rail user around 1000 passengers acting likely to cause frequent plat- the reports, which will be used in groups to get a feel for the as reporters. form alterations. training sessions for staff. company’s services. West Midlands report card Spring 2010 Improvement in Passengers travelling on trains ham and Shropshire (99%) and % satisfied or in the West Midlands have rated Arriva Trains’ (88%) services. Train Overall good since Spring Decline in % satisfied the region’s railways as part of the Company satisfaction 2009 since Spring 2009 Chiltern and the smaller operator independent watchdog’s National Wrexham and Shropshire, continue Great Britain 83% Value for Cleanliness of the Passenger Survey (NPS). up 2% money (8%) outside of the train to be strong performers in the sur- (2%) Passenger Focus’s NPS, in which vey and passenger satisfaction with Arriva Trains 88% Facilities for car Cleanliness of the over 56,000 passengers participate value for money increased for most Wales parking (8%) outside of the train each year gives a clear picture of the region’s operators thanks to Value for money (9%) on how satisfied passengers are many fares either dropping or being (6%) with London Midland (86%), Virgin fixed last New Year. Chiltern 91% Value for money Station facilities and Trains’ (90%), Chiltern Railways These results show a pretty good (8%) services (8%) (91%), CrossCountry (85%), Wrex- picture of the region’s railway. They CrossCountry 85% Value for money Train toilet facilities also demonstrate the power of (6%) (7%) investment with Virgin Trains’ and London 86% Train frequency No significant London Midland’s passengers Midland (up 8%) (11%) decline Punctuality/ noting improvements through their reliability (11%) satisfaction scores in several areas Value for money of the survey. As more trains arrive (11%) on time, Britain’s rail passengers are Virgin Trains 90% Punctuality/ No significant becoming more satisfied. (up 4%) reliability (10%) decline The NPS is one of the most cost Wrexham and 99% First time - effective ways of driving improve- Shropshire included in the ments for passengers. The results Spring survey allow valuable comparisons between routes and train companies. News roundup High-speed rail future? Passenger Focus move The new Government has made a commitment to developing a Great Britain high-speed rail network. Passenger Focus’s London base has Passenger Focus has welcomed plans to develop the network and address issues associated with moved from Islington to Pimlico. increasing popularity of the railway. The new address is 2nd Floor, One Anthony Smith, Passenger speeds to that and a whole Drummond Gate, Pimlico, London, Focus chief executive, said: new group of passengers SW1V 2QY. “In the long term more and could be tempted to use rail. Rail services more people are going to “Passenger Focus welcomes want to use the railway. So, If you have a complaint about the the commitment that the new a step change in the ability of railway or the service you have line will be an addition to the the network to handle more received from a train company then current network – not a bolt trains, longer trains and more you should complain to the service on, rich man’s railway. The reliable trains, all key passen- provider involved. Most complaints ability to turn up and travel ger priorities for improvement, can be resolved by dealing directly remains a key attraction of is needed now. This plan with the company responsible in the Britain’s railway – this new represents an important first first instance. line, with fast frequent services step in unlocking this potential, could, with attractive fares, If you are unhappy with the outcome of that should also free up more start to revolutionise intercity your complaint or you do not feel the space on the rest of network to rail travel. The other commit- train company handled it appropriately handle more regional and local ment, that funding will not Passenger Focus can help by calling trains. More trains arriving on be diverted from the existing 0300 123 2350 or emailing time are now helping to attract network, is also welcome.” [email protected] more passengers. Add higher Passenger Focus 2009-10 Passenger Focus’s annual report and accounts has been laid before the Westminster and Scottish Parlia- West Midlands in focus ments. To view the documents see www.passengerfocus.org.uk Passenger Focus’s Board stakeholders is now underway, returned to the West Midlands headed up by Passenger Fo- Bad weather recently to hold its meeting cus manager Mark Leving. With summer already upon us, the in public. Mark Leving, said: “Long term, winter’s cold snap may seem a long As well as hearing about Pas- passengers will welcome the time ago, but the disruption caused senger Focus’s bus work to ongoing maintenance and by snow is still fresh in Passenger date, the board was updated investment in the rail network Focus’s minds. on the watchdog’s work on rail as this will bring a better, safer Passenger Focus’s rail director Ashwin infrastructure operations and re- and more reliable railway. Passenger Focus chairman Colin Foxall Kumar has given evidence to the ducing disruption to passengers. “We welcome the effort the Department of Transport as part of ally, too many passengers Following concern from the industry has made, following its Winter Resilience Review. Ashwin are paying the same money previous government about the pressure by Passenger Focus, spoke on passengers’ experiences for less – a bus replacement scale and lack of coordination to reduce the number of buses during the disruption and what the service is not the same as a of disruptive engineering work, running instead of trains dur- industry should do to help passengers train journey.” Passenger Focus has been ing engineering works. But during these unplanned for events. asked to undertake a review too often, on weekends and Meanwhile, to learn more Initial findings from ticket of the industry structures and holidays, too many passen- about Passenger Focus’s bus machine research processes to identify how pas- gers find themselves turned work, see the latest edition of sengers can receive a better off trains and put on buses. Passenger Voice Bus, Coach Passenger Focus’s research on the deal. Consultation across train Passengers would rather travel and Tram. The next board benefits and shortcomings of ticket operating companies, Net- up to an hour longer on an meeting will be held in public vending machines (TVMs) and queuing work Rail, Passenger Trans- alternative rail journey than be at Passenger Focus’s London times at stations will be published soon. port Executives and other key shuttled on a bus. Addition- office on 15 September. The research asks why passengers queue to speak to a member of staff when there is no queue for a TVM. What is it about some TVM programs that passengers find off-putting and Transport funding commitment drives them to wait longer to buy their Passenger Focus was pleased to see a com- commitment to these four transport projects ticket from the booking office? The mitment to developing regional public transport which will bring real benefits to people. This need for reassurance is compounded with spending confirmed in the new budget to Government investment is helping people have by the complexity of tickets and fares. extend the Manchester Metrolink; the Tyne and real transport choices and helping to underpin If you would like to see the research Wear Metro; Birmingham New Street station economic growth in these four areas. Passen- email [email protected] or redevelopment; and improvements to rail lines ger Focus will continue to work with industry to go to www.passengerfocus.org.uk to Sheffield and between Liverpool and Leeds. ensure passenger views are incorporated into Passengers will welcome the Government’s plans as projects progress. For further information go to www.passengerfocus.org.uk.

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