East Coast has said it is continuing to improve customer service after a survey by Passenger Focus revealed it as the most complained about TOC.
Out of 3,069 complaints dealt with by the watchdog, 774 related to East Coast trains.
Complaints ranged from ticketing problems to the staff’s treatment of passengers.
In response to the figures, a spokesman at East Coast trains said: “East Coast has satisfactorily resolved all of the complaints made to Passenger Focus referred to in its annual report and in its recent National Passenger Survey (NPS) of rail passengers. We received the best result this franchise has had since 2006, with almost nine out of 10 customers stating that, overall, they are satisfied with East Coast.
“We are continuing to work hard to improve customer service, as the two percentage point increase in customers’ overall satisfaction in the recent NPS demonstrates.
“We are heavily promoting to customers how they can make a complaint and how they can get in touch with Passenger Focus, but we also must ensure that we are robust when we investigate claims as we have a duty to the taxpayer.”
