Where are the UK's unhappiest train commuters?
New study finds one in three rail commuters were delayed on their most recent journey
Rail passengers in the south-east of the UK are the least satisfied with their train service, according to a new survey by Which? magazine.
Southeastern was the joint-worst performing operator alongside Thameslink and Great Northern, with an overall satisfaction score of just 46 per cent.
The survey of 6,986 commuters found that a third were delayed on their most recent train journey, while seven per cent had been delayed by 30 minutes or more.
Subscribe to The Week
Escape your echo chamber. Get the facts behind the news, plus analysis from multiple perspectives.
Sign up for The Week's Free Newsletters
From our morning news briefing to a weekly Good News Newsletter, get the best of The Week delivered directly to your inbox.
From our morning news briefing to a weekly Good News Newsletter, get the best of The Week delivered directly to your inbox.
The top ten worst-scoring railway operators in the customer satisfaction stakes were:
1. Thameslink and Great Northern/Southeastern – 46 per cent
3. Abellio Greater Anglia - 47 per cent
4. Southern – 48 per cent
5. Arriva Trains Wales – 49 per cent
6. Northern Rail/First Great Western – 50 per cent
8. South West Trains – 51 per cent
9. TFL Rail – 52 per cent
10. London Midland Rail – 55 per cent
Dirty onboard facilities, a lack of carriages at peak times and frequent delays were all cited as major issues for passengers on the low-scoring operators.
At the other end of the scale, Grand Central, which operates on the East Coast Main Line, topped the table with 79 per cent. It also scored five stars for availability of seating, punctuality, cleanliness of trains, reliability and value for money.
"Our report shows that commuters are getting a raw deal from their train operator," Which? executive director Richard Lloyd told the BBC. "It is clear operators need to up their game."
The survey also found passengers were not being made aware of the refund system for severe delays. Nearly two-thirds of those delayed for more than 30 minutes were not informed about their rights when the delay occurred, while only a third of those who could be entitled actually made a compensation claim.
In response to the findings, Southeastern said continuing improvement work in London was to blame for disruptions to its services.
"We're part way through a £70m investment programme, refurbishing our trains and stations, providing more frontline employees for passengers, improving customer service training and providing more real time information during journeys," a spokesman said.
The company was "working hard to improve punctuality and minimise delay", he added.
Govia Thameslink, which runs the Thameslink and Great Northern routes, also apportioned some blame to Network Rail.
"We know that passenger satisfaction is strongly linked to punctuality and together with our partners Network Rail, we are working hard to improve performance by reducing the delays within our control," it said.
Sign up for Today's Best Articles in your inbox
A free daily email with the biggest news stories of the day – and the best features from TheWeek.com
-
'It may not be surprising that creative work is used without permission'
Instant Opinion Opinion, comment and editorials of the day
By Justin Klawans, The Week US Published
-
5 simple items to help make your airplane seat more comfortable
The Week Recommends Gel cushions and inflatable travel pillows make a world of difference
By Catherine Garcia, The Week US Published
-
How safe are cruise ships in storms?
The Explainer The vessels are always prepared
By Devika Rao, The Week US Published
-
Brief Canada rail lockout ends with arbitration
Speed Read A prolonged shutdown could have threatened the country's supply chain
By Rafi Schwartz, The Week US Published
-
HS2: a runaway train
Talking Point PM may cut Manchester to Birmingham line of beleaguered rail project due to spiralling costs
By The Week Staff Published
-
Is Britain’s infrastructure failing?
feature High costs, inflation, policy uncertainty and ‘nimby’ tax have led to ‘dire state’ of UK building projects
By Harriet Marsden Published
-
‘Ghost trains’ and armoured limos: how Vladimir Putin travels in secret luxury
Under the Radar Planes, trains and automobiles make up the Russian president’s fleet of undercover travel options
By The Week Staff Published
-
How safe is India’s rail network?
feature Narendra Modi’s costly modernisation programme in spotlight after worst train disaster in decades
By The Week Staff Published
-
How safe is train travel?
feature The Week looks at the safety records of modern railways in Europe, the US and the UK
By Sorcha Bradley Published
-
Will HS2 be scrapped and what has it cost so far?
In Depth Experts say cutting costs on the controversial high-speed rail project could mean a slower and less regular service linking fewer locations
By Arion McNicoll Published
-
Mick Lynch: the veteran trade unionist leading rail walkouts
Why Everyone’s Talking About The RMT has reportedly balloted for strike action 200 times under Lynch’s leadership
By The Week Staff Published