TransportXtra features news, opinion and analysis from the UK transport policy & planning;
passenger transport; urban development & parking industries.

Passenger trust in rail falls to new depths, says Which? report

Patrick McDonnell
15 August 2018

Trust in the rail industry has fallen to its lowest point for six years, reveals a report from the consumer organisation Which? In July 2018, only 23% said they trusted train travel, a 6% drop compared with July 2017. This makes train travel one of the least-trusted consumer industries, only above car dealers, says the report.

The findings, based on data from the watchdog Transport Focus, also showed that satisfaction with train punctuality and reliability has dropped from 79% to 73% over the past decade.

Less than half of passengers have been satisfied with value for money and handling of complaints. Satisfaction among all rail passengers was at 46% in the year to spring 2018, having increased by 3% over the past decade. 

Commuters are even more dissatisfied, with a marginal rise from 30% to 31%. Meanwhile, satisfaction with handling of delays has gone up from 34% to 38% over the past decade. 

Alex Hayman, director of public markets at Which? said: “Price rises will be yet more bad news for passengers, many of whom have endured a summer of chaos, including cancellations, delays, overcrowding and poor service from train companies. 

“For passengers to genuinely feel they are getting value for money and a rail system that works for them, train companies must improve the reliability and safety of their services, and pay out compensation quickly and hassle-free where it is owed.”

3 x Infrastructure Planning Roles
Cumbria County Council
£35,745 - £44,863
3 x Infrastructure Planning Roles
Cumbria County Council
£35,745 - £44,863
3 x Infrastructure Planning Roles
Cumbria County Council
£35,745 - £44,863
View all Vacancies

TransportXtra is part of Landor LINKS

© 2020 TransportXtra | Landor LINKS Ltd | All Rights Reserved

Subscriptions, Magazines & Online Access Enquires
[Frequently Asked Questions]
Email: | Tel: +44 (0) 20 7091 7959

Shop & Accounts Enquires
Email: | Tel: +44 (0) 20 7091 7855

Advertising Sales & Recruitment Enquires
Email: | Tel: +44 (0) 20 7091 7861

Events & Conference Enquires
Email: | Tel: +44 (0) 20 7091 7865

Press Releases & Editorial Enquires
Email: | Tel: +44 (0) 20 7091 7875

Privacy Policy | Terms and Conditions | Advertise

Web design sussex by Brainiac Media 2020