‘Nothing to celebrate’ as rail satisfaction improves from 10-year low

The Canary


Train companies scored a “hollow victory” as passenger satisfaction increased from the lowest level in 10 years, a transport user watchdog said.

Transport Focus found that 82% of travellers were satisfied with their journeys in autumn 2019, up three percentage points year-on-year.

A spokesperson for the organisation said: “Satisfaction is up, but this is a hollow victory for train companies.

“A small improvement on the worst score in 10 years is nothing to celebrate.”

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Nearly 28,000 passengers were questioned for the latest National Rail Passenger Survey.

Poor punctuality, timetable chaos and industrial action saw the satisfaction score sink to 79% in autumn 2018, which was the lowest level since 2008.

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