Punctuality and improved trains must be core to plans for the East Anglia franchise if passenger satisfaction is to improve, says watchdog Passenger Focus. Passengers using current East Anglia services are among the least satisfied in Great Britain, according to Passenger Focus’s National Passenger Survey.
Passenger Focus has asked more than 3000 passengers currently using National Express East Anglia rail services their priorities for improvement. The watchdog has used that feedback to make recommendations to government about what passengers want from the new operator, scheduled to take over the Liverpool Street routes in April 2011.
Based on the passenger research, the independent passenger watchdog is calling for investment in new trains and refurbishment of carriages. It is also advocating a greater focus on measuring train punctuality at all stations along the route not just the arrival time at the end of the journey.
Anthony Smith, Passenger Focus chief executive, said: “Many of the trains used on the Liverpool Street routes and in East Anglia are more than 30 years’ old. We have seen on other parts of the rail network that investment pays off, with real improvements in passenger satisfaction. Passengers in East Anglia have waited long enough for some overdue investment. Even greater focus on running trains on time is also needed under the new franchise.”
Passenger Focus’s recommendations to the Government include improvements to ticketing, more punctual trains, and better disruption handling. It also suggests timetable changes including the trial of Boxing Day services, more later-evening trains, journey-time improvements on the London to Norwich route and to destinations in the West Anglia area.
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