Future West Coast rail services – our statement

27 March 2018

Today the Secretary of State for Transport, Chris Grayling, launched the competition for running future west coast rail services.

This will include the current West Coast main line, and High Speed 2.

Anthony Smith, chief executive of the independent watchdog, said:

“West Coast and HS2 passengers of today and tomorrow will be pleased to see that things are moving with the competition to run these rail services. With a franchise of this size, it is crucial that passenger needs are baked right into the contract and that satisfaction targets are set. Current satisfaction levels of 91 per cent must be maintained or improved.

“Passengers will want to know that current issues, especially around value for money, getting a seat, customer service and how their complaints are dealt with, will be tackled. As HS2 building begins, passengers will expect every possible effort will be made to minimise disruption to their journeys. We will keep working with all bidders to share our detailed work on what current West Coast and future HS2 passengers want.”

– Ends

Useful links:

• Our consultation response (from 2016) on what West Coast passengers want: https://www.transportfocus.org.uk/research-publications/publications/west-coast-franchise-consultation-response/
• Our work on what future HS2 passengers will want: https://www.transportfocus.org.uk/research-publications/publications/high-speed-2-using-passenger-insight-aid-high-speed-2-design/
• What passengers want from franchises generally: https://www.transportfocus.org.uk/research-publications/publications/franchising-passengers-want/
• Passenger priorities for improvement: https://www.transportfocus.org.uk/research-publications/publications/rail-passengers-priorities-for-improvement/