More than half of train operators received a satisfaction score of 50 per cent or lower in a passenger survey conducted by consumer advice agency Which?
The organisation’s second annual train satisfaction survey, which questioned 7,500 regular train travellers, found that First Capital Connect customers were the least happy with their service, while Virgin Trains came out top for the second successive year.
Just 40 per cent of First Capital Connect service users were satisfied with the operator, compared to 67 per cent for Virgin.
First Capital Connect has questioned the accuracy of the results, citing research by Passenger Focus, which recorded an 81 per cent satisfaction score for the operator.
The research also revealed that one in 10 journeys result in passengers having a cause for complaint but 82 per cent ‘don’t bother to complain’, and 22 per cent of passengers feel services are improving.
Which? executive director Richard Lloyd said: “With 1.5 billion train journeys made every year and eight of the 17 UK rail franchises up for grabs in the next two years, customer service should be top of the agenda for every train operating company.
“It is good to see some are performing well on service, but customers clearly feel others need to do better.
“Passengers tell us they are fed up with trains that are delayed, overcrowded and dirty. This is especially disappointing as many commuters can’t shop around or change the company they travel with.
“Train companies need to play fair with their customers, especially when they are being asked to pay more for their journeys.”
In a separate investigation Which? looked at the service offered by train ticket booking machines.
Which? said: “In a snapshot investigation, looking at 11 London mainline station ticket machines, we found certain tickets not available and unclear information that could either prevent people getting the cheapest ticket or risk being fined for travelling with a invalid ticket.”
