The current survey results feature First Hull Trains for the first time and the scores are an encouraging set of results for the company. The assessment rates customer satisfaction, with First Hull Trains achieving an above national average score (87 per cent for long distance operators). This is in itself an increase of two per cent from an 85 per cent score in the results for spring 2009. In addition, seven per cent of those questioned said they were neither satisfied nor dissatisfied – leaving only two per cent of those surveyed seeking changes within the company.

The survey also gives First Hull Trains a 93 per cent train punctuality and reliability rating, along with a 92 per cent score for meeting the scheduled journey time. First Hull Trains’ staff were given a 91 per cent score for their helpfulness and attitude on-board the train.

Passenger Focus, the independent public body set up by the Government to protect the interests of travellers, carried out the research in spring 2010. The organisation consults more than 50,000 passengers a year to produce the NPS – a network-wide picture of passengers’ satisfaction with rail travel. Passenger opinions of train services are collected twice a year from a representative sample of journeys. Passengers’ overall satisfaction and satisfaction with 29 specific aspects of service can, therefore, be compared over time.

James Adeshiyan, General Manager at First Hull Trains, said: “Our results are a credit to the hard work of all our staff, in a very challenging period, and we are pleased to have received a score that places First Hull Trains four per cent above the national average.

“As this is our ‘debut’ year in the National Passenger Survey, we will use these results to assess how we improve our products and services for the future. We will aim even higher next time around.

“With the continuous improvements we are making, including delivering a full refresh of our Class 180 trains and achieving both our best reliability and punctuality since records began, we are confident that we can build on this good starting position.

“We have also appointed a new Head of Customer Service Delivery in Darren Fennah who will spearhead our plans to improve the on-board services we offer. We are confident that this will make a demonstrable difference to the on-board experience for the people we serve between Hull and London.”

Anthony Smith, Passenger Focus chief executive, said: “As more trains arrive on time, Britain’s rail passengers are becoming more satisfied. The NPS is one of the most cost effective ways of driving improvements for passengers. The results allow valuable comparisons between routes and train companies and Passenger Focus uses this to work with industry, planning how to boost satisfaction as well as help governments and others target resources.”

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

“This survey takes into account passengers’ views following one of the toughest winters the rail industry has faced for decades. It is testament to the hard work of train companies and their staff that satisfaction has remained so high.

“Satisfaction has risen for a wide range of areas including frequency and punctuality of trains, the helpfulness of staff, and security.

“It is good news for passengers that services remain of consistently high quality, but train companies are not complacent and will continue to focus on improving passengers’ experience of using rail further.

“The significant improvement in the survey score on value for money is particularly welcome and is a sign that passengers are responding well to the good value deals which operators are making available through online and other retail channels.”

All four of First Hull Trains’ train sets will be completely refreshed by the end of October 2010 with the first coming back into service on 19 July. This coincides with First Hull Trains the 10th anniversary in the autumn.

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National Passenger Survey Produces Encouraging Results

A review of future rail fares policy has been launched by the Association of Train Operating Companies (ATOC) on behalf of train companies.

The review will consider a range of issues to do with fares policy, such as the level and structure of fares, how fares are retailed and how information about fares is presented to customers.

A key issue is the balance of railway funding between the farepayer and the taxpayer. The Government’s stated aim is to move progressively to a position where up to 75% of the industry’s costs are funded by money raised from fares, compared with approximately 50% today.

Michael Roberts, Chief Executive of ATOC, said:

“The fares system has recently been simplified and fares have risen less in real terms than disposable income since privatisation, yet the level and structure of rail fares remain the focus of hotly-contested debate.

“The pressure on public spending means Government will need to take a hard look at funding for rail which in turn will have major implications for future fares policy. That is why we think it is right to carry out our review now, so that train companies can help shape Government thinking on this important topic following the general election.”

ATOC will seek stakeholder views on the issues highlighted above and intends to publish a report setting out conclusions and potential recommendations during the summer.

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Train companies launch review of fares policy

The company, which has turned itself around in the last 18 months, beat off stiff competition from train operators, including Chiltern Railways, London Underground and National Express at the national Rail Business Awards ceremony in London.

Over the last two years, First Great Western’s performance has risen by more than 10 per cent, with over 92 per cent of trains arriving on time.

There has also been a 10 per cent increase in passenger satisfaction scores, with 82 per cent of customers now happy with the service First Great Western provides.

Presenting the award, judges said: “The joint efforts of colleagues across the company have seen First Great Western move from bottom of the industry performance league table to seventh place out of more than19 train operators.”

Managing Director Mark Hopwood said: “This is a really fantastic achievement – we have come a long way in providing a good service for our customers. I want to say a big thank you to everyone at First Great Western for their hard work over the last couple of years and to our customers for their continued support.

“There is still more to do, but I’m really proud of everyone and what we have achieved so far.”

First was announced Rail Business of the Year, and First Great Western was not the only operator within the organisation to scoop an award last night.

First Capital Connect received the Internal Communications Excellence award, while First TransPennine Express scooped first place in the Environment Innovation of the Year category.

In the individual categories, Daniel Williams of First Capital Connect was named Young Professional of the Year.

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First Great Western was named Train Operator of the Year at an awards ceremony last night.

The company, which has turned itself around in the last 18 months, beat off stiff competition from train operators, including Chiltern Railways, London Underground and National Express at the national Rail Business Awards ceremony in London.

Over the last two years, First Great Western’s performance has risen by more than 10 per cent, with over 92 per cent of trains arriving on time.

There has also been a 10 per cent increase in passenger satisfaction scores, with 82 per cent of customers now happy with the service First Great Western provides.

Presenting the award, judges said: “The joint efforts of colleagues across the company have seen First Great Western move from bottom of the industry performance league table to seventh place out of more than19 train operators.”

Managing Director Mark Hopwood said: “This is a really fantastic achievement – we have come a long way in providing a good service for our customers. I want to say a big thank you to everyone at First Great Western for their hard work over the last couple of years and to our customers for their continued support.

“There is still more to do, but I’m really proud of everyone and what we have achieved so far.”

First was announced Rail Business of the Year, and First Great Western was not the only operator within the organisation to scoop an award last night.

First Capital Connect received the Internal Communications Excellence award, while First TransPennine Express scooped first place in the Environment Innovation of the Year category.

In the individual categories, Daniel Williams of First Capital Connect was named Young Professional of the Year.

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First Great Western was named Train Operator of the Year at an awards ceremony last night.

Train operating companies will benefit from savings of more than £1million every year thanks to a new deal struck between the Association of Train Operating Companies (ATOC) and HSBC Merchant Services.

HSBC Merchant Services has been appointed to manage all credit and debit card payments for train operating companies. Whenever a ticket is purchased with any bank card, HSBC Merchant Services will deliver the transaction to the correct bank before ensuring the revenue is transferred to the right train company.

The forecast savings of the new payment card acquirer agreement are around £8m over the next five years.

Paul Lowe, ATOC’s Payment Card Services Manager, said: “ATOC is committed to providing its members with contracts which combine high quality standards and excellent customer service to deliver maximum value for money.

“We appointed HSBC Merchant Services because of their strong track record and technical expertise which meant the transition to a new provider was made with the minimum of disruption to our many members.

“The new contract will build on the consistently strong service we have previously received.”

HSBC Merchant Services has set up more than 3,500 outlets to process the card payments and ensure the revenue is delivered to train companies as quickly as possible.

President of HSBC Merchant Services Darren Wilson said: “This was a major achievement for us because of the technical complexity and sheer size of the project. It was only possible because our infrastructure allows us to handle such tasks in-house. We thrive on challenge and I’m proud of the way all of our staff have delivered a great value solution to ATOC.”

About HSBC Merchant Services

HSBC Merchant Services, one of the UK’s largest card processing providers, is a wholly-owned subsidiary of Global Payments Inc. As part of the world’s 6th largest payment processing company, and working together with HSBC Bank plc in an exclusive marketing alliance, HSBC Merchant Services draws on a combined industry experience of over forty years. HSBC Merchant Services LLP is a limited liability partnership registered in England, with a head office in Leicester and offices in London and Sheffield.

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NEW DEAL SET TO SAVE MILLIONS IN RAIL INDUSTRY COSTS

In response to the publication of the National Passenger Survey, showing record levels of overall customer satisfaction with train travel, Michael Roberts, Chief Executive of the Association of Train Operating Companies (ATOC), said:

“Record levels of overall customer satisfaction are a reflection of train companies continuing to provide passengers with the high quality service that they expect and deserve.

“Satisfaction has improved in a whole range of areas, from the helpfulness of staff to the frequency and punctuality of trains, and is testament to the hard work of train operators in providing ever better services to passengers.

“Train companies are not complacent and they will continue to focus on improving their services. For example, train companies are actively working with their industry partners to improve the way that delays are handled and to deliver a more consistently better experience at stations.”

The survey shows:

- 83% of passengers are satisfied with their journey. This is the highest recorded level since the survey began

- Satisfaction with almost every single service area has either risen significantly or stayed the same when compared with Autumn 08

- Specific aspects of service where operators nationally score highly (ie satisfaction levels at 80% or higher) are on speed of journey, punctuality/reliability, how station staff handled requests and provision of information about train times

- Other aspects of service where operators have made significant improvements compared with Autumn 08 include availability of staff (and their helpfulness) on trains, punctuality/reliability of trains, the overall station environment (including specifically car parking facilities and personal security at stations) and sufficiency of room on trains.

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CUSTOMER SATISFACTION WITH RAIL TRAVEL REMAINS AT RECORD HIGH, NEW SURVEY SHOWS

Refurbishing abandoned bikes to loan to commuters, a specialist dedicated commuter cyclist website and free bike security tagging are just a few of the innovative schemes improving services for rail-cycle passengers that were lauded yesterday.

The National Cycle Rail Awards, which are sponsored by the Association of Train Operating Companies (ATOC), celebrate the groundbreaking work being done by train companies, associated industry groups and individuals across the country to encourage the combined use of cycle and rail travel.

ATOC has a clear aim to encourage the greater use of cycles to access railways and train companies are constantly looking for ways to work with local individuals and groups to improve access, security, and information.

Cycling offers passengers a low cost way to travel; it has considerable health benefits; and it is environmentally friendly, all of which are reflected in the numbers of rail-cycle commuters, which are at an all-time high.

Train companies recognise this and the growing importance of integrated travel, and the awards show the continuing progress that is being made in developing new schemes by working with local communities.

This year’s winners include:

• National Express East Anglia, which now has 3,000 cycle parking spaces across its network, at 82% of its 167 stations, and has earmarked a further £260,000 investment programme at 10 stations that will add another 450 spaces;

• London Midland’s schemes with local organisation Go Cycle and Central Bedfordshire Council to promote Leighton Buzzard station, including refurbishing abandoned bikes to loan to commuters, free security tagging for bikes and doubling the number of parking spaces in the past two years;

ATOC Chief Executive Michael Roberts said: “The high standard of entrants to this year’s awards reflects the enthusiasm and dedication in the industry to encourage combined cycle and rail travel. The high number of entries we have received demonstrates an ongoing commitment to improving not only station facilities but on-board amenities too.

“The broad range of nominations, including from cyclists themselves, show consistent efforts both to answer the needs of those that already cycle, and to actively encourage new users to opt for ‘saddle and train’.”

Kevin Mayne, director of CTC, the UK’s national cyclists’ organisation and one of the founders of the awards, said: “Celebrating successful cycle rail initiatives is a way of showing what is possible in the sector and setting benchmarks for others to reach.”

The winners were announced yesterday at a ceremony hosted by the All Party Parliamentary Cycling Group, with presentations from Anton Valk, chief executive of Abellio, which is also sponsoring the event , and Station Champion and industry veteran Chris Green. The awards were presented by Christian Wolmar, who judged the awards.

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TRAIN COMPANIES SHOW THEIR COMMITMENT TO IMPROVING CYCLE-RAIL TRAVEL

“This is a recognition of the positive contribution which train companies have made to the success of the railways, and sets a clear vision which operators will welcome.

“Train companies have long argued that the current system is too bureaucratic, and that operators should have greater freedom to respond to what passengers want. We have proposed smart reforms to create a stronger partnership between private and public sectors through longer and more flexible franchises, which would allow train companies to invest in better services. It is very encouraging to see those arguments being developed, and we look forward to hearing more detail.

“Today’s proposal to give train operators a wider role in upgrading stations and infrastructure are an important step forward, and would save significant costs while providing more benefits more quickly to passengers.

“We will be looking closely at the proposals made by all parties in the run-up to the election, and are confident that all parties support a strong and improving railway.”

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TRAIN COMPANIES WELCOME CONSERVATIVE PROPOSALS ON RAIL – ATOC

News provides perfect example of what train companies can achieve with smarter franchising

Responding to Chiltern Railways’s announcement of a £250m new line, Michael Roberts, Chief Executive of the Association of Train Operating Companies, said:

“Chiltern Railways’s project to significantly improve services between London and the Midlands is great news for passengers, and a good example of what a private train operating company can achieve under the right conditions.

“Franchises which run for 15 years or more, as with the case of Chiltern Railways, provide incentives for train companies to invest in upgrading their services and to focus ever harder on meeting passengers’ needs.

“We want to move to more widespread use of longer franchises, together with other smart franchise reforms, to free train companies to provide passengers and taxpayers with a better deal.”

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CHILTERN RAILWAYS’S NEW LINE IS GREAT NEWS FOR PASSENGERS – ASSOCIATION OF TRAIN OPERATING COMPANIES

The vast majority of train companies are running a full weekday timetable today, and at the moment none are planning on running reduced services over the weekend.

Across the network, 88% of timetabled trains had arrived on time by 11:45am today (Friday).

Operators are expected to run normal weekend timetables tomorrow and Sunday, although a small number of planned engineering works will affect services in some areas.

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12:15PM SNOW UPDATE ON RAIL TRAVEL – ASSOCIATION OF TRAIN OPERATING COMPANIES