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

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.”