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Passenger Voice (South East) Autumn 2008 Passenger Voice South East Independent national rail passenger watchdog Gearing up for Thameslink Luton and Gatwick and the Eurostar terminal at St Pancras. Other helpful information might include connecting services from London Bridge, or, as one approaches Kentish Town, whether In a groundbreaking exercise, Passenger Focus has the London Underground asked passengers what they want from the new trains is operating normally. While getting a seat is to be built for the Thameslink Programme important, the research also revealed that having enough n work with the Department they want a step change in space to stand in comfort Ifor Transport and London passenger information, going was a priority. “Passengers TravelWatch, Passenger Focus well beyond the destination are realistic about the future looked at what passengers and calling pattern now as new research shows more want from the new trains to be standard on new trains.” space to stand, let alone built for introduction from 2012. For instance, real-time sit, is key to new Thameslink Passenger Focus manager information about connecting trains,” said Anthony Smith, Guy Dangerfield highlights two routes would provide added Passenger Focus chief Passenger Focus chief things: “First, passengers want value and help to minimise executive. Although passengers executive Anthony Smith a spacious train they can get stress, particularly as the would naturally prefer to sit, in and out of easily. Second, route serves the airports at they accept that trains are crowded, especially during peak times. Designing carriages with flexible seating arrangements was Influencing the next South Central franchise suggested. Passengers also said improvements For the first time Passenger Focus has capacity in response to demand from should be made in the participated in discussions between the passengers. Other priorities highlighted provision of enhanced Department for Transport (DfT) and bidders include: better information, especially during personal security through for a franchise. disruption to services; more late-evening and CCTV and better staff Passenger Focus has met with the four weekend services; simple, transparent fares presence. short-listed bidders for the South Central which are good value for money; staffing The Thameslink Programme franchise, to run for five years, 10 months from at stations; and a culture of continuous will see new trains designed 20 September 2009. Public consultation over improvement. and rolled out initially on to the specification of the Invitation to Tender Passenger Focus is continuing the First Capital (ITT) closed in August, and in September to discuss with the DfT the Connect Bedford a series of meetings was held in which detailed specification for the to Brighton line Passenger Focus shared with bidders the ITT which is to be published in from 2012 before key findings of our research into passengers’ November. The DfT expects to see taking over other priorities for the new franchise. These plans to cope with the disruption services. Platforms are based on interviews with over associated with major projects will have to be 6000 passengers. to deliver increased capacity, lengthened and The key priority we emphasised is including the East London Line Blackfriars and sustained investment to provide more extension and redevelopment London Bridge trains and more services to increase at London Bridge station. stations will be substantially rebuilt. SOUTH EAST Southeastern fares in the spotlight Like most people across the country passengers for money using the National Passenger Survey. The scores will have spent most of summer paying nervous for Southeastern show that only 32% of passengers were satisfied with the ‘value for money for the price of your ticket’’ attention to the economy and the credit crunch which is below the average for the London and South East. Passenger Focus manager Tunde Olatunji says that This concern is brought closer to rail passengers with Southeastern has been upfront about the fact that they are Southeastern fares set to rise in January 2009 by RP1+3%, applying the RPI+3% increases, as permitted by their which is well above the increases that other train operators franchise agreement with the Department for Transport (DfT). are allowed on their regulated fares. With inflation having However, Southeastern passengers will want to know why nearly doubled, passengers – especially in Kent and East they are being asked to pay more than other rail passengers Sussex – are likely to see an average of nearly 10% and what they can expect in return. Tunde says that fare increases. Southeastern needs to do more to highlight improvements This added burden will raise even more questions as in train punctuality and reliability but also by promoting and to whether these increases are fair or offer value for money. developing more affordable fares and easier ways Passenger Focus measures passengers’ perceptions of value of paying. Sussex Route Utilisation Study News roundup Passenger Focus is continuing to • Penalty fares on Gatwick Express contribute to work on Network Rail’s Route Passenger Focus manager Sharon Utilisation Studies (RUS) for both Sussex Hedges has been discussing with and Kent, which began in early 2008. Southern its plans for penalty-fare The separate studies are crucial in arrangements on Gatwick Express understanding what future developments services that will extend to Brighton will be needed to address growth in from December. passenger numbers and overcrowding. The non-stop Gatwick Express Baseline information about the routes has (GEx) services between the airport already been shared with stakeholders. and Victoria allow for payment on The scope of the Sussex RUS is main- Strood to Paddock Woods; Ashford board the train, but for all other line services from London to Brighton and to Hastings; and Sittingbourne to Southern services it is necessary the coast, including services to Redhill, Sheerness-on-Sea. to have a ticket prior to travel. Reigate, Tonbridge and the Arun Valley, Although RUS are very technical Passengers will want to know what as well as East and West Coastway in nature and driven mainly by rail industry ticketing requirements will apply services from Havant Junction to Bexhill. experts, Passenger Focus will be playing on the GEx services south of the For Kent it will cover the main a key role in representing the interests of airport. line services from Victoria, Blackfriars, current and potential passengers. Formal • Ashford service to Brussels Charing Cross and Cannon Street public consultation is expected to begin restored to Ramsgate; Dover; Hastings and in the winter with a view to completion Passenger Focus is pleased that Ashford. It will also look at the services - of both RUS in early summer 2009. community lobbying has paid off and has welcomed news that Ashford International will soon have a daily return service to Passenger vision for rail future Brussels. The station has three trains a day to Paris, a further Passenger Focus co-hosted ‘a Vision High Level Output Specification and connecting service to Brussels for Sussex Rail’ event with Railfuture progress on the South Central franchise. and weekly winter services to (Coastway Division) in Lewes. Delegates Network Rail gave details about the the French Alps and Avignon included local authority members Sussex RUS, and other speakers set out in summer. and officers as well as passenger aspirations for a range of possible future • NPS in the field representatives. It looked at rail developments. Among them were the Work is currently underway on the services in the county and their reinstatement of the Wealden line between Autumn 2008 National Passenger potential for future development. Lewes and Uckfield, new stations at Survey. The Spring results are at Passenger Focus set the scene with Glyne Gap and Langley, cycle-hire facilities www.passengerfocus.org.uk/nps a presentation on the current situation, at selected stations, and overcoming including the 2007 rail White Paper, the the difficult east–west link at Brighton. For further information or to contact us go to www.passengerfocus.org.uk.
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