This article is from the source 'guardian' and was first published or seen on . It last changed over 40 days ago and won't be checked again for changes.

You can find the current article at its original source at http://www.guardian.co.uk/business/2013/feb/18/first-capital-connect-worst-train-operator

The article has changed 2 times. There is an RSS feed of changes available.

Version 0 Version 1
First Capital Connect voted worst train operator by commuters First Capital Connect voted worst train operator by commuters
(7 months later)
First Capital Connect has been named as the worst train operating company in the country after only four out of 10 commuters said they were satisfied with the Bedford to Brighton franchise.First Capital Connect has been named as the worst train operating company in the country after only four out of 10 commuters said they were satisfied with the Bedford to Brighton franchise.
In a further blow to FCC's owner, FirstGroup, the west coast mainline operator, Virgin Rail, is named as the nation's favourite after Which? found that 67% of its regular passengers were satisfied with the service. FirstGroup thought it had won the contract for the London to Glasgow route last year but the decision was scrapped after the government discovered irregularities in the process, allowing Virgin to remain as operator.In a further blow to FCC's owner, FirstGroup, the west coast mainline operator, Virgin Rail, is named as the nation's favourite after Which? found that 67% of its regular passengers were satisfied with the service. FirstGroup thought it had won the contract for the London to Glasgow route last year but the decision was scrapped after the government discovered irregularities in the process, allowing Virgin to remain as operator.
The annual survey of 7,500 rail commuters by the consumer rights group found that just 40% of regular train users were satisfied with FCC's service. The west coast fiasco has brought benefits for FirstGroup, however, because it has forced the government to extend contracts that could not be put out to tender as ministers battle to repair the franchise system.The annual survey of 7,500 rail commuters by the consumer rights group found that just 40% of regular train users were satisfied with FCC's service. The west coast fiasco has brought benefits for FirstGroup, however, because it has forced the government to extend contracts that could not be put out to tender as ministers battle to repair the franchise system.
As a result, FirstGroup was granted an extension to its First Great Western and FCC contracts. It means disgruntled FCC commuters face a further two years of FCC operating their line, which includes the Thameslink service through central London, before a rival has a chance to take it over.As a result, FirstGroup was granted an extension to its First Great Western and FCC contracts. It means disgruntled FCC commuters face a further two years of FCC operating their line, which includes the Thameslink service through central London, before a rival has a chance to take it over.
The Which? survey compiled customer scores based on passengers' overall satisfaction with a company and whether they would be likely to recommend it. Half of the train companies had a customer satisfaction score of 50% or lower, while overall, only 22% of train users felt the service they received was improving, despite an inflation-busting increase in average season ticket prices of 4.2%.The Which? survey compiled customer scores based on passengers' overall satisfaction with a company and whether they would be likely to recommend it. Half of the train companies had a customer satisfaction score of 50% or lower, while overall, only 22% of train users felt the service they received was improving, despite an inflation-busting increase in average season ticket prices of 4.2%.
Behind Virgin at the top of the table is London Overground with a score of 65%, the London-to-Southend c2c line on 64%, and MerseyRail with 64%. The worst train operating companies for customer satisfaction are also commuter services, with Greater Anglia attaining a rating of 42%, followed by Southeastern and First Great Western on 43% each.Behind Virgin at the top of the table is London Overground with a score of 65%, the London-to-Southend c2c line on 64%, and MerseyRail with 64%. The worst train operating companies for customer satisfaction are also commuter services, with Greater Anglia attaining a rating of 42%, followed by Southeastern and First Great Western on 43% each.
There was further bad news for FirstGroup as its First Great Western service was also in the bottom three as the third worst train operating company in the survey. First Capital Connect users have become increasingly vocal in recent years. One Facebook group called I Hate First Capital Connect contains robust criticisms of the company's performance and customer service, while the firm is regularly pilloried on Twitter.There was further bad news for FirstGroup as its First Great Western service was also in the bottom three as the third worst train operating company in the survey. First Capital Connect users have become increasingly vocal in recent years. One Facebook group called I Hate First Capital Connect contains robust criticisms of the company's performance and customer service, while the firm is regularly pilloried on Twitter.
One First Capital Connect customer told Which?: "The price has increased and the trains get more and more crowded. I never see any improvements for the extra money I am paying."One First Capital Connect customer told Which?: "The price has increased and the trains get more and more crowded. I never see any improvements for the extra money I am paying."
The executive director of Which?, Richard Lloyd, said: "Passengers tell us they are fed up with trains that are delayed, overcrowded and dirty. This is especially disappointing as many commuters can't shop around or change the company they travel with. Train companies need to play fair with their customers, especially when they are being asked to pay more for their journeys."The executive director of Which?, Richard Lloyd, said: "Passengers tell us they are fed up with trains that are delayed, overcrowded and dirty. This is especially disappointing as many commuters can't shop around or change the company they travel with. Train companies need to play fair with their customers, especially when they are being asked to pay more for their journeys."
But the Which? survey was criticised by the Association of Train Operating Companies (Atoc), which issued a statement saying: "The independent watchdog Passenger Focus surveys up to eight times as many people a year and last month reported 85% of passengers are satisfied with their service – a record high."But the Which? survey was criticised by the Association of Train Operating Companies (Atoc), which issued a statement saying: "The independent watchdog Passenger Focus surveys up to eight times as many people a year and last month reported 85% of passengers are satisfied with their service – a record high."
In that Passenger Focus survey, published at the end of January, First Capital Connect was rated among the lowest for overall satisfaction although it recorded satisfaction levels of 81%. It shared the second worst ranking for value for money and was rated the worst for how train companies deal with delays.In that Passenger Focus survey, published at the end of January, First Capital Connect was rated among the lowest for overall satisfaction although it recorded satisfaction levels of 81%. It shared the second worst ranking for value for money and was rated the worst for how train companies deal with delays.
Commenting on the Which? survey, a FirstGroup spokesman said: "This is questionable research that quizzed less than two thousand of the 300 million passengers our train companies carry each year.Commenting on the Which? survey, a FirstGroup spokesman said: "This is questionable research that quizzed less than two thousand of the 300 million passengers our train companies carry each year.
"There are good reasons why Virgin might get high marks. Some of those reasons might include the positive effects of £9bn taxpayer investment on to the InterCity West Coast route with improved trains and improved tracks, and the higher amount of leisure passengers Virgin carry as compared to commuters, which tends to inform the way people respond to this self-selecting survey." A First Capital Connect spokesman added: "This is questionable research which quizzed just 461 people online out of the 170,000 we carry every day. People chose to take part so many who did would have had an axe to grind. "A face-to-face survey by rail watchdog Passenger Focus which is audited by the Office of National Statistics that shows 81% of our passengers are satisfied or very satisfied with our service and 13% are neither satisfied nor dissatisfied. Just 6% expressed dissatisfaction.""There are good reasons why Virgin might get high marks. Some of those reasons might include the positive effects of £9bn taxpayer investment on to the InterCity West Coast route with improved trains and improved tracks, and the higher amount of leisure passengers Virgin carry as compared to commuters, which tends to inform the way people respond to this self-selecting survey." A First Capital Connect spokesman added: "This is questionable research which quizzed just 461 people online out of the 170,000 we carry every day. People chose to take part so many who did would have had an axe to grind. "A face-to-face survey by rail watchdog Passenger Focus which is audited by the Office of National Statistics that shows 81% of our passengers are satisfied or very satisfied with our service and 13% are neither satisfied nor dissatisfied. Just 6% expressed dissatisfaction."
Our editors' picks for the day's top news and commentary delivered to your inbox each morning.