PassengerIndependent national passenger watchdog Voice Rail Summer 2010 East of England In this issue: • Passengers want franchise overhaul • c2c passengers outline priorities for new rail franchises Passenger report card Passengers travelling on trains 10 points to only 24%. While in the East of England have NXEA’s (77%) overall satis- Spring 2010 rated the region’s railway faction score has remained Improvement in % Decline in % as part of the independent static, other train companies Train Overall satisfied or good satisfied since watchdog’s National Passenger in London and the South East Company satisfaction since Spring 2009 Spring 2009 Survey (NPS). generally improved by around Great Britain 83% Value for money Cleanliness of two percentage points. Passenger Focus’s NPS, in result up 2% (8%) the outside of the train (2%) which over 56,000 passengers The publication of this inde- participate each year, gives a pendent comparative data is c2c 91% Facilities for car No significant clear indication of how satis- one of the most cost-effective parking (7%) decline fied passengers are with c2c, ways of driving improvements Provision of information during CrossCountry, East Coast, on the railway. As operators the journey (7%) East Midlands Trains, First vie with each other for pole Capital Connect (FCC) and position it also allows valuable CrossCountry 85% Value for Train toilet National Express East Anglia comparisons between routes money (6%) facilities (7%) (NXEA) rail services. and the widely different scores East Coast 88% Connections with No significant operators achieve for various other forms of public decline c2c (91%) continues to be a aspects of their services. For transport (5%) strong performer in the survey example, for NXEA there is a The availability of staff and passenger satisfaction on the train (5%) wide variation in satisfaction with value for money increased ratings ranging from 83% in East Midlands 86% How well the train No significant for most of the region’s opera- the rural services to and from Trains (up 5%) company handles decline tors as many fares did not rise Norwich, Ipswich and Cam- delays (14%) in January. Following major bridge, to 73% on the services National 77% Value for money Cleanliness of problems on its Thameslink between London and Ipswich. Express East (8%) the outside of route in late 2009 to early This includes those trains serv- Anglia the train (6%) 2010, FCC’s score for man- ing Clacton, Harwich, Walton, aging disruption plummeted Sudbury and Braintree. Rail meeting Rail user groups from around southern England have met Passen- ger Focus to discuss capacity, engineering work and punctuality on the railway. Passenger Focus hosted the one-day event for rail user groups (RUGs) and it was attended by around 50 representatives. The aim of the conference was to discuss key topics which impact all the RUGs in the south and give them an opportunity to network with other groups and industry representatives. The event also provided an opportunity for RUGs to discuss the work the industry is doing to improve passenger information during disruption and to highlight further work required. The event was held at National Express East Anglia Stratford staff train- ing academy and was also attended by representatives from London TravelWatch and the British Transport Police. c2c passengers Passengers want outline priorities franchise overhaul Passengers travelling on c2c services want Punctuality and improved trains must be investment in new trains and refurbishment punctual trains, more core to plans for the East Anglia franchise if of carriages. It is also advocating a greater frequent services and passenger satisfaction is to improve, says focus on measuring train punctuality at all value for money when a watchdog Passenger Focus. Passengers stations along the route not just the arrival new operator is appointed using current East Anglia services are among time at the end of the journey. to take over the region’s the least satisfied in Great Britain. The Spring Passenger Focus’s recommendations to railway. However, 2010 shows 77% of National Express East the Government include improvements to Passenger Focus has Anglia (NXEA) passengers are satisfied, com- ticketing, more punctual trains, and better found that personal pared with the Great Britain result of 83%. disruption handling. It also suggests time- security is also a top Passenger Focus has asked more than table changes including the trial of Boxing priority for improvement 3000 passengers currently using NXEA rail Day services, more later-evening trains, for passengers using services their priorities for improvement. The journey-time improvements on the London current rail services. watchdog has used that feedback to make to Norwich route and to destinations in the Passenger Focus has made recommenda- recommendations to government about West Anglia area. what passengers want from the new opera- tions to the Government on what should be To view a copy of the submission see tor, now expected to take over the Liverpool included in the new Essex Thameside fran- Greater Anglia rail franchise: What passen- Street routes during 2012. chise, currently run by train company c2c. gers want at www.passengerfocus.org.uk Passenger Focus interviewed over 1000 Based on the passenger research, the inde- passengers using c2c services and found pendent passenger watchdog is calling for that improved personal security at the station was ranked fifth and better security CANCELLEDCANCELLED on the train eighth in their list of priorities. CANCELLED As the need for improved security is rated Passengers talk disruption higher than in other parts of Great Britain, Passenger Focus is calling for National Pas- The way train operating companies (TOCs) tions plans, which include improvements senger Survey security targets, a require- handle disruption consistently falls short of to public announcement equipment, help ment for more visible staff, comprehensive passengers’ expectations. points and customer information screens. CCTV and Secure Stations accreditation to In the Spring 2010 National Passenger Survey Detailed comments on East Coast delays be included in the franchise contract. only 35% of Great Britain’s passengers said have been fed into the Guards’ Standards Tunde Olatunji, Passenger Focus manager, they were happy with this aspect of train serv- and East Coast and Network Rail have said: “Our research shows personal security ices. To provide constructive feedback from created a joint disruption booklet to clarify is a higher priority for improvement among passengers to TOCs, Passenger Focus has set responsibilities. up a nationwide disruption panel with around passengers using c2c services than those Passenger Focus executive Paul Bentley has 1000 passengers acting as reporters. travelling in other parts of Great Britain. The analysed the reports for consistent themes safety and security of passengers should East Midlands Trains has used the feedback and is presenting them to the National Ex- always be of paramount importance and if to overhaul its disruption and communica- press East Anglia customer service director. there are worries about safety, the industry should address this from the outset. “c2c passengers tell us they also want better value for money from their train company; NXEA takes backward step this means fair prices, on time services, more seats and better handling of disruption. on passenger information Passengers have outlined their priorities for Passenger Focus has is the preferred way to inform the new Greater Anglia improvement and we hope the Government strongly opposed the deci- passengers about delays franchise Passenger Focus will take their views seriously as it reviews the sion by National Express East before they reach the station has called for free text alerts deal for the new franchise operator.” Anglia and c2c to withdraw (40%). It is not email (8%). at times of disruption to be The Government has since announced their free-of-charge text alert A chargeable text service is offered to passengers. plans to halt the process to re-let the Essex service for passengers whose not an acceptable replace- Thameside rail franchise as it looks at the train is cancelled or delayed. ment for the service currently franchise process. Texts will now cost 25p each, offered to passengers.” although a free email will be He continued: “Paying for Mr Olatunji concluded: “Passengers will prob- available. Passenger Focus a text would be the only ably not be surprised that the new Government manager Guy Dangerfield option for most people and wishes to review franchising policy before let- said: “This decision, which research shows that many ting any new rail contracts. Whenever the proc- we understand has been passengers object to pay- ess restarts, passengers will want to see the made mainly for financial ing a train company to be new Essex Thameside operator incentivised reasons, flies in the face of advised that their train is late to focus on improving the things that matter passenger research”. In a let- or cancelled.” In its submis- to them. Passenger Focus will be pressing for ter to NXEA, Guy Dangerfield sion to Government about early action on these issues, whoever is run- said: “Passenger Focus’s re- what passengers want from ning Essex Thameside’s trains. search shows that a text alert For further information go to www.passengerfocus.org.uk.