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| Rail fare 'dissatisfaction' grows, survey suggests | Rail fare 'dissatisfaction' grows, survey suggests |
| (about 2 hours later) | |
| There is a growing feeling that train tickets across the UK do not represent value for money, a watchdog's survey of 30,000 rail passengers suggests. | There is a growing feeling that train tickets across the UK do not represent value for money, a watchdog's survey of 30,000 rail passengers suggests. |
| Passenger Focus found 46% of rail users were satisfied their ticket was value for money compared with 49% a year ago. | Passenger Focus found 46% of rail users were satisfied their ticket was value for money compared with 49% a year ago. |
| But the number of passengers satisfied with their journey overall remained at 84%, according to the survey. | But the number of passengers satisfied with their journey overall remained at 84%, according to the survey. |
| The Association of Train Operating Companies admitted it needed to tackle costs as well as improve services. | The Association of Train Operating Companies admitted it needed to tackle costs as well as improve services. |
| Anthony Smith, chief executive of Passenger Focus, said the national passenger survey illustrated "the impact that tough economic times, coupled with fare rises, are having". | Anthony Smith, chief executive of Passenger Focus, said the national passenger survey illustrated "the impact that tough economic times, coupled with fare rises, are having". |
| He said: "These results will enable the industry and government to focus resources and effort where passenger satisfaction remains in the doldrums. | He said: "These results will enable the industry and government to focus resources and effort where passenger satisfaction remains in the doldrums. |
| "It can be done and passengers will give them credit when investment and proactive management coincide." | "It can be done and passengers will give them credit when investment and proactive management coincide." |
| Passenger Focus surveyed 30,590 travellers between 1 September and 18 November 2011. | Passenger Focus surveyed 30,590 travellers between 1 September and 18 November 2011. |
| This was before an average rise of 5.9% for all rail tickets, including unregulated fares such as advance and business tickets, came into effect at the beginning of January. | |
| Commuters have faced increases of up to 11% on their ticket prices. | Commuters have faced increases of up to 11% on their ticket prices. |
| 'Basic promise' | 'Basic promise' |
| Michael Roberts, chief executive of the Association of Train Operating Companies, said of the survey: "We recognise that value for money scores remain lower than others and the whole industry needs to focus on tackling costs as well as improving services. | Michael Roberts, chief executive of the Association of Train Operating Companies, said of the survey: "We recognise that value for money scores remain lower than others and the whole industry needs to focus on tackling costs as well as improving services. |
| "Successive governments have pursued above-inflation fare rises to reduce taxpayer subsidy while ensuring ongoing investment in the railways. | "Successive governments have pursued above-inflation fare rises to reduce taxpayer subsidy while ensuring ongoing investment in the railways. |
| "The industry has already set out plans to cut the annual cost of the railway by £1.3bn a year by 2019 as a way to help limit future fare rises." | "The industry has already set out plans to cut the annual cost of the railway by £1.3bn a year by 2019 as a way to help limit future fare rises." |
| Passenger Focus found a large difference in levels of overall customer satisfaction depending on the area in which people travel. | Passenger Focus found a large difference in levels of overall customer satisfaction depending on the area in which people travel. |
| Satisfaction scores for individual routes provided by different firms varied from 72% to 95%. | Satisfaction scores for individual routes provided by different firms varied from 72% to 95%. |
| National Express East Anglia had the lowest overall satisfaction rating of all the train operating companies at 77%, while Grand Central, which operates routes between London King's Cross and the north of England, had the highest rating, at 95%. | National Express East Anglia had the lowest overall satisfaction rating of all the train operating companies at 77%, while Grand Central, which operates routes between London King's Cross and the north of England, had the highest rating, at 95%. |
| Nationally, 81% of passengers were satisfied with punctuality, compared with 82% last year. | Nationally, 81% of passengers were satisfied with punctuality, compared with 82% last year. |
| Passenger Focus singled out South West Trains and Chiltern for problems with punctuality, saying there had been a decline in satisfaction from 2010, but praised London Overground and Merseyrail for improvements. | Passenger Focus singled out South West Trains and Chiltern for problems with punctuality, saying there had been a decline in satisfaction from 2010, but praised London Overground and Merseyrail for improvements. |
| Mr Smith said: "We know from this research that performance remains the key passenger priority. | Mr Smith said: "We know from this research that performance remains the key passenger priority. |
| "Train companies and Network Rail must keep up a relentless attention on getting trains on time, not only at the end of their routes, but at stations along the way as well. | "Train companies and Network Rail must keep up a relentless attention on getting trains on time, not only at the end of their routes, but at stations along the way as well. |
| "Passengers are still paying above-inflation fares rises and have every right to expect the industry to keep its basic promise to get them there on time." | "Passengers are still paying above-inflation fares rises and have every right to expect the industry to keep its basic promise to get them there on time." |