Rail travellers in South West hit back at poor services
Rail travellers in the South West are among the least satisfied in the country, figures show today, with only two train companies in the UK providing a worse service than First Great Western.
More than half the operators have a customer satisfaction score of 50 per cent or lower, according to a Which? survey, with just 22 per cent of train travellers feeling their service is improving,
First Great Western scored 43 per cent.
The figures come just weeks after above-inflation fare increases were announced, and the day after the six-figure salaries of train bosses were revealed.
Business Cards From Only £10.95 Delivered www.myprint-247.co.uk
View detailsOur heavyweight cards have FREE UV silk coating, FREE next day delivery & VAT included. Choose from 1000's of pre-designed templates or upload your own artwork. Orders dispatched within 24hrs.
Terms: Visit our site for more products: Business Cards, Compliment Slips, Letterheads, Leaflets, Postcards, Posters & much more. All items are free next day delivery. www.myprint-247.co.uk
Contact: 01858 468192
Valid until: Friday, May 31 2013
Even on the East Coast line, where services are being run in the public sector, as many as eight directors are on salaries of above £100,000 a year.
The East Coast pay levels were obtained following a request from the Press Association under the Freedom of Information Act.
All the other train operating companies were sent FOI requests asking how many of their directors were on six-figure salaries but all said they were not obliged to reply as they are private companies.
Transport company FirstGroup runs five UK rail companies – First Capital Connect, Great Western, Hull Trains, TransPennine Express and ScotRail.
In the year ending March 2012, FirstGroup made an operating profit of £110.5 million on its UK rail business, with its revenue being £2.5 billion.
Chief executive Tim O’Toole’s basic salary for 2012 was £846,000, plus a £134,000 pension allowance and £75,000 for “benefits in kind”.
But First Capital Connect came bottom in with only 40 per cent of its passengers satisfied with its service.
Also below 50 per cent were South West Trains (47 per cent).
Top of the table, compiled from responses from 7,500 regular train users, was West Coast operator Virgin Trains with 67 per cent.
Which? said: “One First Capital Connect customer told us: ‘The price has increased and the trains get more and more crowded. I never see any improvements for the extra money I am paying’.
The survey also showed that 40 per cent of train travellers are likely to reduce the number of journeys they make as a result of the recent price increases.
Which? executive director Richard Lloyd said: “Passengers tell us they are fed up with trains that are delayed, overcrowded and dirty. This is especially disappointing as many commuters can’t shop around or change the company they travel with.
“Train companies need to play fair with their customers, especially when they are being asked to pay more for their journeys.”
Responding to the Which? survey, a spokesman for the Association of Train Operating Companies said: “The independent watchdog Passenger Focus surveys up to eight times as many people a year and last month reported 85 per cent of passengers are satisfied with their service – a record high.”
Manuel Cortes, leader of the TSSA rail union, said: “One of the reasons we have the highest rail fares in Europe is because we have created an army of Fat Controllers since John Major sold off British Rail 20 years ago. Then we had one Fat Controller on a modest salary. Now we have dozens, some of whom are paid over £1 million a year for running regional monopolies at the expense of both the passenger and the taxpayer."
6 Comments
by a1rhella1r
Wednesday, February 20 2013, 11:21AM
“@moeXXX - Ah yes "Bustitution" as it's known. Apparently, the govt is wise to this - http://tinyurl.com/7bezwaw - and were planning to close this loophole where train operators who are part of groups that also own bus companies, get paid twice for providing the same service.
Not sure if this has been done now. On a recent trip to Surrey, I noticed buses being used to replace trains during engineering work. Some of the buses were in stagecoach colours. Others were red, owned by stagecoach London. All were bustituting for stagecoach southwest trains. This type of incestous relationship seems common among UK's private public transport operators. Even organised crime, that like to 'keep it in the family' seem to have a code of honour. UK's private public transport operators have none.”
by MoeXXX
Tuesday, February 19 2013, 10:53PM
“It shouldn't come as much surprise when you leave the private sector in charge of everything then fail to regulate it.
At least there was a media "scandal" when the food industry replaced beef with horse; First replaces trains with buses all the time and no-one bats an eyelid.”
by a1rhella1r
Tuesday, February 19 2013, 4:43PM
“Not even in the land where car is king - the US - is public transport in public hands.
Sorry - should have read "*Even* in the land where car is king - the US - public transport is in public hands."”
by a1rhella1r
Tuesday, February 19 2013, 3:01PM
“Chappers, couldn't agree more. Not even in the land where car is king - the US - is public transport in public hands. All States have a metropolitan authority to provide intergrated transport.
As for roomier trains, you don't have to look far. Bombardier do a good range. This is one - http://tinyurl.com/a5qxwms
This is the inside of a London Overground train - http://tinyurl.com/b7oxarc - There is less seating but it's roomy. Being able to see from one end of a train to the other is a plus. So is the fact that it runs around london in a circle.
Private sector being crooked is no surprise at all. I'm disappointed that publicly-run EastCoast also has 6 directors paid over 100k gbp. They at least, should have known better.”
by Chappers
Monday, February 18 2013, 11:11PM
“Anil, can you not understand the basic concept of privatised public transport? The aim is to screw as much cash as possible out of passengers and taxpayers, provide the minimum number of carriages you can get away with, and maximise profits. THAT is why the Directors of Worst Great western deserve their bonuses. If you think they give a stuff about their long-suffering customers you are greatly mistaken. Wonder if these overpaid directors understand the concept of leg-room? Modern trains seem to be designed for the vertically challenged!”
by a1rhella1r
Monday, February 18 2013, 2:30PM
“"....Chief executive Tim O'Toole's basic salary for 2012 was £846,000, plus a £134,000 pension allowance and £75,000 for "benefits in kind"
Absolutely appalling. Having used services of FGW and First Capital Connects, I need no futher proof that UK's private sector is rewarded on absolute and abysmal failure. FCC at least manages 8 to 10 coaches on its 'services'; often delayed, overcrowded and getting in the way of Southern railway trains in London's suburbs. Recently at Trowbridge, a 1 coach FGW train turned up. It was already packed and about 30 people were waiting to get on...
First should follow their logo. It has a bit 'F' on it already. The 'off' could be added at the next rebranding.”