Passenger Focus has responded to the Government’s policy on high speed rail:

Anthony Smith, Passenger Focus chief executive, said: “Passengers will welcome this bold plan. In the long term more and more people are going to want to use the railway. So, a step change in the ability of the network to handle more trains, longer trains and more reliable trains, all key passenger priorities for improvement, is needed now. This plan represents an important first step in unlocking this potential, that should also free up more space on the rest of network to handle more regional and local trains. More trains arriving on time are now helping to attract more passengers. Add higher speeds to that and a whole new group of passengers could be tempted to use rail.

“Passenger Focus welcomes the commitment that the new line will be an addition to the current network – not a bolt on, rich man’s railway. The ability to turn up and travel remains a key attraction of Britain’s railway – this new line, with fast frequent services could, with attractive fares, start to revolutionise intercity rail travel. The other commitment, that funding will not be diverted from the existing network, is also welcome.”

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PASSENGERS ON HIGH SPEED RAIL PLANS

Passenger Focus is calling for the rail industry to tell passengers how many of its trains are actually arriving at the station on time. Currently, the industry measures trains as being punctual if they arrive at the final station within five or 10 minutes (depending on journey length).

The National Passenger Survey Autumn 2009 results show that nationally, passenger satisfaction with punctuality/reliability is at a record high of 83%.

However, Passenger Focus, with the help of National Express East Anglia (NXEA), has undertaken research looking at the relationship between passenger satisfaction and train lateness. Passenger Focus welcomed NXEA’s cooperation in the research as an important contribution to understanding how passenger satisfaction can be improved in East Anglia and across the wider rail network.

Anthony Smith, Passenger Focus chief executive, said: “Passengers tell us they are increasingly satisfied with punctuality on the railway. Passenger Focus welcomes National Express’s work with us to understand how passenger satisfaction can be further improved.”

The National Passenger Survey (NPS) shows that train punctuality is the leading factor in whether passengers will be satisfied overall with the rail service they receive. This latest research found passengers judge lateness from the first minute the train arrives at the destination after the scheduled time. For every minute that a train is late, passenger satisfaction drops by two percentage points.

The independent passenger watchdog welcomed the fact that across the rail network more trains were arriving at the final destination within five or 10 minutes of the scheduled timetable.

Mr Smith said: “Passengers want their trains actually on time, not up to five or 10 minutes late. To drive passenger satisfaction higher, train companies and Network Rail should focus on running trains to the timetable – not just at the final destination, but at intermediate stations too. We found that less than half of passengers in this study get to their home station on time – even though many of the trains they caught will have counted as on time at the final destination.

“Longer term, we are calling on the industry to move towards a system which reports to passengers whether trains are arriving on time rather than within five or 10 minutes.”

Passenger Focus will be calling on the Department for Transport to consider these findings as it looks at setting future targets for the industry.

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Working with passengers towards a ‘right time’ railway

The report outlines what worries and irritates rail passengers when it comes to anti-social behaviour at the station and on the train. The most annoying aspects of anti-social behaviour are passengers who play loud music, put their feet on the seats, don’t pay for their train ticket or vandalise the railway. The things that make passengers feel less safe and secure are theft of personal belongings, abusive and threatening behaviour and people under the influence of alcohol/drugs. The report also goes on to outline what would help make passengers feel safer.

The event which took place at Passenger Focus’s London HQ was attended by 30 people from the British Transport Police, Network Rail, Office of Rail Regulation and train operating companies. Anthony Smith, passenger focus chief executive and Julie Warburton, the manager who lead the research spoke briefly to highlight the report’s key findings and this was followed by questions, comments and discussion points from attendees.

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Passenger Focus launches Anti-social behaviour research

Passengers worried about their safety want abusive and rowdy passengers stopped from catching the train and more visible police and staff readily available for help.

The majority of passengers are generally satisfied with their personal security at the station (64%) and on the train (73%), but of those passengers not satisfied, the anti-social behaviour of others was their primary worry.

Passenger Focus has asked passengers what they are most annoyed by when it comes to anti-social behaviour at the station and on the train. Those who play loud music, don’t pay for their train ticket or vandalise the railway were judged as being the most irritating passengers.

When it comes to being concerned about their safety, passengers are most worried about abusive or threatening behaviour (60.5%).

Anthony Smith, Passenger Focus chief executive, said: “Passengers generally feel safe on the railway but having staff available definitely makes a difference – 40% of passengers called for more staff on the train and 36% said they wanted more visible police on board.”

The research found that the most common form of anti-social behaviours witnessed at the station were passengers playing loud music (24.3%); feet on seats (21.4%) or passengers being drunk or on drugs (17.3%). On the train, passengers reported that the most common form of anti-social behaviour observed were feet on seats (36.8%), loud music (30.6%) and use of phones in quiet carriages (27.9%).

Mr Smith said: “While passengers feel safer when they’re on board, conductors, guards and police may also help cut out those annoying behaviours like loud music, phone conversations in quiet carriages and feet on seats.”

Deputy Chief Constable Paul Crowther said: “British Transport Police is committed to challenging anti-social behaviour right across the rail network to ensure that people not only are safe, but feel safe.

“This research by Passenger Focus is timely and highlights the issues that matter to the public and rail staff. We will use this research to directly inform our policing operations over the coming year. Increased visibility of officers is the most effective way to ensure passengers and staff feel safe. We have already undertaken a number of activities to ensure that is happening – we have more officers out at night, when passengers and staff need them more, officers patrol on their own rather than in pairs and our dedicated Neighbourhood Policing Teams will be meeting with passengers and rail staff and targeting our policing operations to address their concerns.”

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Rail staff needed to tackle worry of anti-social thugs

Anthony Smith, Passenger Focus Chief Executive, said: “This report confirms just how badly passengers were let down by Eurostar. Physical discomfort, emergency evacuations and, above all, poor, if any, information – not the way any passenger should be treated. Staff seemed to be left in the dark along with passengers.

The lack of contingency plans both on and off the train will surely be an important lesson. How to help and police a large number of passengers, many with luggage in the confines of a railway station needs serious attention. While no transport system will ever be totally immune from disruption, passengers will hope these lessons are acted on quickly. We will now read this report in detail and give a fuller response soon.”

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Passenger Focus on the Eurostar findings

Anthony Smith, Passenger Focus chief executive, said: “We are currently talking to passengers on National Express East Anglia routes to determine their priorities for improvement and identify gaps in services.

The results from the National Passenger Survey show that despite recent punctuality improvements there needs to be significant investment made in this part of the railway to bring passenger satisfaction up to the standard of many other parts of Britain’s railway network. We will be making recommendations to government and the bidders to make certain they’re aware of passengers’ needs from the railway and where investment needs to be directed.

It is important that whoever wins this contract, signs up to a deal that puts passengers’ needs first. Passenger Focus will ensure it contributes to this process, helping to make certain that passengers are forefront of mind throughout the re-franchise.”

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PASSENGER FOCUS EXPLORES EAST ANGLIA PASSENGERS’ PRIORITIES FOR THE RAILWAY

Anthony Smith, Passenger Focus chief executive, said: “Longer franchises may well offer benefits to passengers assuming adequate incentives to boost passenger satisfaction and consumer protection are built in. Key to passengers will be punctual and reliable services, value for money fares and more trains. Government must make certain that rail contracts are agreed that will improve current levels and quality of services and ensure there is ongoing investment, particularly in addressing overcrowding.

“It is also important that franchises are accountable and transparent: we will want to see passenger satisfaction targets included in the contract and detailed data published on punctuality and overcrowding. Additionally, passengers will want to see realistic financial deals made so that train companies do not cut quality or increase charges to reduce their losses.

“Franchise consultations are vital opportunities for passengers to have their say and shape the future of rail services in their region. Passenger Focus will be part of this process, carrying out research with passengers and helping to make certain that passengers are forefront of mind throughout the re-franchise.”

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Passengers urged to speak up on rail future

Anthony Smith, Passenger Focus chief executive, welcomed today’s news of investment to improve rail services to Oxford and the West Midlands.

He said: “This is good news for passengers who use Chiltern services and the railway generally as it will give passengers more choice.

“Passengers consistently tell us that they are happy with most aspects of Chiltern’s service and this is a good example of a train company continuing to invest in improving services for its passengers. We will work with both Chiltern and Network Rail to ensure that passenger needs during the development of the line are forefront of mind and measures are put in place to minimise disruption to passengers while works happen.”

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PASSENGER FOCUS WELCOMES £250M INVESTMENT

Statement from Passenger Focus, the independent passenger watchdog, on the severe weather:

Anthony Smith, Passenger Focus chief executive, said: “We’re disappointed to hear reports that National Rail Enquiries is crashing. With severe weather already hitting parts of Great Britain and more expected this is an important tool for passengers to find out information about their journey and plan ahead.

“Severe weather, such as snow, causes disruption for all forms of transport not just the railways, however the industry needs to work hard to make sure that enough is done to keep the trains moving. It is essential that Network Rail and train operators do all they can to minimise disruption for passengers and keep them informed during these instances with accurate and timely information.”

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PASSENGER FOCUS ON SEVERE WEATHER

Passengers want to see more station toilets, waiting rooms and better information on train arrival-times prioritised in works to improve small and medium-sized stations.

The national passenger watchdog has asked passengers their views on what improvements should be made to small to medium-sized stations as part of planning for the five year National Stations Improvement Programme (NSIP).

NSIP has been designed to improve facilities at a minimum of 150 small to medium-sized stations. As part of the programme, Passenger Focus and Network Rail have commissioned research to measure passengers’ perceptions of the stations before and after works are undertaken at 25 stations.

Passenger Focus has now published findings of the ‘before’ research which shows passenger satisfaction is lowest with cycle and car-parking facilities. There were high levels of dissatisfaction with the condition of toilets, station facilities and the availability of waiting rooms.

The facilities and services that passengers considered most important at stations included real-time updates on train times and platforms, staff and toilets.

Anthony Smith, Passenger Focus chief executive, said: “This research backs up what passengers tell us time and time again. Station staff and plenty of information are crucial to passengers as they offer reassurance, security and advice and therefore should be key in planning. Passengers continue to ask for more toilets and better facilities, we want the industry to start listening and act on passengers’ requests.”

Passengers using the 25 stations will be re-surveyed after completion of the works next year. The research will help determine whether the station improvements made have had a positive impact on passenger satisfaction and what areas future investment should focus on, as the programme continues.

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Passengers still waiting for the loo