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Commuters continue to bear the brunt of poor performance

Commuters are getting a raw deal with peak time performance according to Transport Focus’s latest National Rail Passenger Survey.

The survey measuring the satisfaction of more than 29,000 passengers and published today shows that Southern, ScotRail and Great Northern declined significantly. In Scotland, passenger satisfaction with punctuality has fallen six percentage points.

Anthony Smith, chief executive of the independent watchdog, said: ‘The results around the country are disappointing. Scottish passengers and those travelling in peak hours in London and the South East are bearing the brunt of poor performance.

‘The timetable on parts of the London and South East’s railway can be a work of fiction which passengers cannot rely on. As passenger numbers rise, parts of the rail network will remain brittle until welcome improvements are in place and working.

‘Southern, Thameslink, Gatwick Express and Network Rail must continue to collaborate to produce a more robust timetable.  Passengers need a better balance between peak and off-peak services, reliability and capacity.’

The watchdog’s analysis shows that satisfaction is significantly lower for those passengers that travel into London during peak hours. Punctuality, value for money and dealing with delays for peak time passengers are particularly low for certain companies:

Punctuality on Southern: 30 per cent

Value for money on Gatwick Express: 12 per cent

Dealing with delays on Southern 12 per cent.

Said Transport Focus: ‘These figures mirror the passenger experiences in a turbulent period affected by industrial action, reduced service levels and poor performance. We have been gathering these experiences over recent months in London and the South East including our Transport User Panel.’

In the coming weeks the watchdog will carry out further analysis on the peak commuter experience outside of London and the South East.

Download the report