Travellers 'more satisfied with train services'

The number of passengers happy with their overall rail journey was 83 per cent in spring this year compared with 81 per cent in spring 2009, the national passenger survey published by rail customer watchdog Passenger Focus revealed.

Those satisfied with punctuality and reliability rose from 80 per cent in spring last year to 82 per cent in spring 2010.

The proportion of passengers reckoning their rail ticket was value for money rose significantly – from only 40 per cent in spring 2009 to 48 per cent in spring this year.

Satisfaction with the comfort of carriages – whether there was sufficient room to stand or sit – was up from 66 per cent in spring last year to 68 per cent in spring 2010.

But passengers continued to have concerns with the industry's handling of delays, with

satisfaction levels in this category unchanged at only 35 per cent.

For individual train companies, the Wrexham and Shropshire company had the highest overall satisfaction figure – of 99 per cent.

Other high scorers were Grand Central (94 per cent), Merseyrail (93 per cent), Heathrow Express (93 per cent), c2c (91 per cent) and Chiltern Railways (91 per cent).

The lowest ratings for overall satisfaction were given to London Overground (72 per cent), First Capital Connect (76 per cent), National Express East Anglia (77 per cent), Southeastern (81 per cent) and Northern Rail (82 per cent).

Passenger Focus chief executive Anthony Smith said: "As more trains arrive on time, Britain's rail passengers are becoming more satisfied. Last year's inflation figure halted the normal New Year season ticket price hike which improved many train companies' value for money scores. However, the gap between the good and weaker performers remains wide."

Office of Rail Regulation chairman Anna Walker said: "It is positive to see the rail industry maintaining good levels of passenger satisfaction.

"However, passengers continue to voice familiar concerns – they are still dissatisfied with facilities and services at stations and on trains, the availability of staff and how well train companies deal with delays.

"And while the survey shows some improvement with the value for money that a train ticket provides, current satisfaction levels fall far short of where they need to be."

Chief executive of the Association of Train Operating Companies Michael Roberts said: "Record levels of satisfaction reflect the continued determination of train operators to provide the high- quality services that passengers expect and deserve."

Network Rail operations and customer services director Robin Gisby said train operators "should be proud" of the results.

Gerry Doherty, leader of the TSSA rail union, said: "The key finding is that fewer than half of passengers believe their journey represents value for money.

"This is because we still have the most expensive rail fares in Europe under the system whereby private train operators put shareholders' interests ahead of passengers'.

"And those fares will jump by at least another five per cent from January unless the coalition Government scraps the formula which allows rail companies to increase fares annually by RPI (retail price index inflation) plus one per cent."

Mr Doherty called on Ministers to adopt the Liberal Democrat manifesto pledge to introduce a new fares formula of RPI minus one per cent.

Transport Minister Theresa Villiers said: "The Government will study these results carefully.

"We are committed to improving our railways for the benefit of passengers. That is why we have pledged to turn the rail regulator into a powerful passenger champion and to give train operators longer rail franchises, the improvements passengers want."