Behind the figures (Railways in general)

Member Name: Ian Proudfoot

Product:	Railways in general
Date:	22/07/02 (52 review reads)
Rating:

Advantages: We still have a rail network

Disadvantages: Unpunctual

There's probably nothing as disheartening as standing on a platform waiting for a later train to arrive. Since the Hatfield crash and the introduction of speed restrictions the passenger's lot has not be a happy one. According to the Rail authorities things are getting better and the network gets a massive overhaul. So are things improving for the train traveller? The latest figures say that they are, however as any regular passenger will tell you delays and cancellations are commonplace.

Latest figures from the Strategic Rail Authority (SRA) show the number of trains running on time and customer satisfaction is on the increase. 80.9% of trains ran on time between January and March this year compared to the previous quarter, when only 71.3% of trains were on time. GNER the operator of the line, which travels through Hatfield and Potter's Bar, however only managed a punctuality rating of 69.2%. This highlights the problems that certain companies still face.

Look behind the figures and it still means that 1 in 5 trains on the network are running late, which is only marginally better than the 1 in 4 trains that were late following the speed restrictions that followed the Hatfield Crash in 2000. Things look ever worse when compare the latest figures to those before Hatfield. Then only 1 in 10 trains ran late. The SRA may have praised the improvements but the fact is that the new millennium has seen the punctuality of trains fall considerable.

Many train operators have argued that despite the delays, Customer satisfaction has been rising. The SRA figures show a 4% increase in satisfaction levels. With 73% of customers being happy with the service in 2002, compared to 69% last year.

Thames Trains have claimed a 15% increase in customer satisfaction with 76% of their passengers being satisfied or very satisfied with the service. This compares to 61% the year before.

Jonathan Radley Communications Manager of Tham
es trains said: "We are delighted that the percentage of customers that are satisfied with our service. This is very good news for all our staff, who have worked very hard to improve both the reliability and punctuality of our services. It demonstrates that Thames Trains has continued to be successful in meeting the expectations of the vast majority of passengers."

Again the figures show that 1 in 4 aren?t happy with the trains and as the Thames Train case shows it would seem that the responses of the public have been manipulated. There's a huge leap between satisfied and very satisfied and the figures don't explain how this was calculated.

Add this to the increase in rail fares and the situation for the regular traveller looks bleak. On average rail fares went up by 2% across the country with first class fares going up by an inflation smashing 6%. Only commuters in London and the South East saw any cut, with there being a meagre 0.1% drop in fares.

Looking away from the figures and talk to the commuters or travel on a train and a truer picture emerges. On half of my recent journeys I have made to London have been late by 5 to 10 minutes. Which is an all to familiar experience for other passengers. When questioned must say they dislike the constant lateness and also the lack of information about delays and cancellations.

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