Returning rail passengers have their say

A new survey by independent watchdog, Transport Focus, says that close to nine in 10 rail passengers were satisfied with their last journey.

The Rail User Weekly Survey, which launched on 21 October, tracks passenger satisfaction week by week as passengers return to rail travel.

Passengers rated how satisfied they were with their overall journey, the punctuality of their service, the value for money of their ticket, and a number of Covid-related measures. Results are based on 450 passenger experiences between 13-17 October 2021

The survey found that 88% of rail passengers were satisfied with their overall journey, almost 65% of passengers were satisfied with value for money of the ticket, 90% of passengers were satisfied with the time their journey was scheduled to take, and 85% were satisfied with how punctual their train was.

However, passengers were least satisfied with the number of people wearing face coverings (51%) and 13% were actively dissatisfied with the level of crowding on their train journey.

Anthony Smith, Chief Executive of Transport Focus, said: “As we emerge from the pandemic and passengers return to the railway it’s vital that they get a good service. Operators must continue to focus on delivering a reliable service which delivers on their key priorities – a punctual, reliable, clean train, with enough room to sit and stand and value for money fares.”

This new weekly survey is intended to provide regular feedback from passengers about the journeys they have made by train. The survey will provide further insight as more passengers start to travel.

The full results of the survey can be found here.

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