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Transport Focus response to Northern franchise changes

David Sidebottom, director at the independent watchdog Transport Focus, said:

“After years of misery Northern passengers just want a reliable service. In our latest survey Northern passenger satisfaction is at an all-time low. They deserve better.

“Passengers need to hear when services will get back on track. Government must now provide a plan, including much-needed investment in infrastructure, to enable the next operator and Network Rail to improve performance and tackle overcrowding.

“The rail industry must listen to passengers and communicate its plan to improve services and rebuild trust.”

Notes to editors
Transport Focus’s advice to the Department for Transport on the Northern franchise, Northern – reflecting passenger needs and expectations in a new contract, is published today.

In Transport Focus’s latest National Rail Passenger Survey Northern was the worst performing train operator with just 72 per cent of Northern passengers satisfied with their journey.

 Northern passenger satisfaction %
Overall satisfaction 72
Value for money 54
Punctuality/reliability 65
Information provided during the journey 64
How well the train company dealt with delays 34
Level of crowding 70

Press office contact
Members of the media can contact the press office during office hours on 07850 076 493

Modes
  • Train
Topics
  • Disruption
  • Franchising
  • Franchises

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