Winter 2008 East of Passenger Voice En gland

Independent national rail passenger watchdog Passengers hit by fare hikes

Rises unlikely to improve value-for-money rating. the previous franchise with the services previously operated by Central assengers on ‘one’ are Connect and 44% for Trains in the Pfacing rises of up to 7.6% – are satisfied with the value and East Anglia. in the latest round of fare for money they get for the The average unregulated increases. price of a ticket. Yet many fare rise this January was Unregulated fares have unregulated prices yet again 7%, with some fares rising by risen considerably. For went up by more than the approximately 10% since the example, the Norwich to rate of inflation in January,” last round of increases – or, if Open Return fare says Passenger Focus counted year-on-year, by 13%. jumped from £66 to £71 Manager, Guy Dangerfield. And East Midland Trains (up 7.6%) and the Bishops “How is this going to has indicated that it might Stortford to London Cheap attract more passengers to want to raise unregulated Day Return from £11.20 to rail and address the low fares annually by an average What will passengers get £11.90 – a rise of 6.25%. value-for-money ratings? ” of 3.4% above inflation. in return for fare rises? “The National Passenger The latest round of New The big question is: what Survey shows that just 36% Year fare rises has also hit will passengers get in return of ‘one’ passengers – passengers using the new for these higher fares? Paul some significant fare rises: compared to similarly poor Fullwood of Passenger Focus will rises in performance ratings of 38% for First Capital franchise, which combines asks: “Passengers have seen match these levels?” ‘one’ railway: a long way to go

The National Passenger Survey shows that, while overall levels of Despite the improvements, the survey also shows passengers are still dissatisfied with satisfaction remain the same, some things are getting better for passengers key aspects of the service than are satisfied. on ‘one’. However, the service still lags behind in significant areas. These include: • value for money for the price of your ticket • toilet facilities on trains The latest National Passenger Survey • the availability of staff on trains (NPS), carried out by Passenger Focus, • how well ‘one’ deals with delays. reveals that, while some aspects of the service are pleasing ‘one’ passengers, Passenger Focus Manager, Guy Dangerfield, there is still a long way to go. emphasises the challenges that National In the survey, which was carried out in Express East Anglia faces. Autumn 2007, 75% of ‘one’ passengers “As ‘one’ becomes say they are satisfied or very satisfied with East Anglia in February, continuing the the overall level of service. This is the same focus on improving punctuality, reducing as the results produced 12 months before. significant improvement over the same cancellations and driving up the quality of In more than half of the 30 aspects of period. These include: service on trains and at stations is key to service measured by the NPS ‘one’ is • ticket buying facilities improving overall satisfaction,” he says. below the London and South East average. • information provision and C2C Nevertheless, passenger satisfaction • staff attitudes and helpfulness recorded a small increase in their overall with 12 of the 30 individual aspects of • the frequency of trains satisfaction ratings, now at 77% and service measured by the NPS have shown • punctuality. 89% respectively.

Anger at Liverpool Street over-run

Commuters returning to work badly let down. News roundup • Signal work or over 12 months passengers had been Passenger Focus is continuing to Fwarned that London’s Liverpool Street work with ‘one’ railway to minimise station would be closed for nine days over passenger inconvenience on the Christmas 2007 so that a disused bridge Clacton/Walton line while Network outside the station could be demolished in Rail replaces the signalling preparation for construction of Transport equipment. A key message given to for London’s new East London Line. us by passengers is that they don’t used the closure of want engineering work to over-run Liverpool Street to completely renew into Monday mornings. Sadly, this the overhead line has not been avoided entirely. electrification in the station, carry out “Passengers • What’s in a name? work for the have been badly Network Rail must learn big lessons The quirky and largely un-loved Olympics at Stratford let down and and replace track train company name ‘one’ railway must be compensated.” passes into history on 27 February and renew points. Guy Dangerfield, 2008 when the Greater Anglia This was still, Network Rail didn’t tell ‘one’ Passenger Focus Manager, passenger franchise is re-launched extremely until the early hours of 2 January as National Express East Anglia. inconvenient for that there was a problem, leaving From a passenger point of view, people who needed to travel over Christmas no time to tell passengers what was going on. the re-launch must be deeper than and New Year, with coaches replacing trains Passenger Focus has welcomed ‘one’ just a new name and new colours. and passengers having to use London railway’s decision to refund season ticket There must be a renewed focus Underground to and from Stratford. The holders for days when no effective service on train punctuality, fewer closure included three working days. ran. Passenger Focus Manager, Guy cancellations, reduced However, Network Rail’s failure to finish Dangerfield, said: “Passengers who are not overcrowding and improved the overhead line work on time to allow season ticket holders and who were delayed service quality. Liverpool Street to reopen on 2 January by over 30 minutes on 2 and 3 January should was the final straw, with services not back make a ‘delay repay’ claim for compensation. • Challenges for National Express to normal until lunchtime on 3 January. Worse Visit www.onerailway.com to find out how.” Passenger Focus has three top challenges for National Express East Coast. The company took over from GNER as operator programme research looks at on the from London to Peterborough, East the Thameslink route. Midlands, , North East passengers’ needs A fleet of completely new trains England and Scotland, in will operate the service when the December. We want to see it: Passenger Focus is planning two is complete, • tackle the poor punctuality record research projects to help ensure and our joint research will help • deliver consistent high-quality passengers get the best deal from the determine what these will be like. service on-board Thameslink programme. The other study, in partnership • be more empathetic with The first study, which will be with train operators, will look at how passengers, particularly when carried out in partnership with London the rail industry can minimise negative things have gone wrong. TravelWatch, and the Department for impact on passengers during the Transport will look at passengers’ needs construction of this £3.5 billion • National Passenger Survey 2008 and opinions on new rolling stock for project. You can now see this year’s NPS results on our website at www.passengerfocus.org.uk/nps

• Give us your feedback Want to have your say about Through service to stay something you’ve read in Passenger Passenger Focus was pleased when the recognised our Voice? Got a burning issue you argument that splitting the Liverpool to Norwich service at is not what want to see highlighted in the next passengers want, and directed the new franchisee to maintain the through service. edition? It’s your Voice, so contact: Due to the route’s popularity it does suffer from overcrowding on key sections [email protected] and would benefit from investment.

You can contact Passenger Focus on 0870 336 6000