London Midland – making progress

05 April 2013

Following staffing shortages that led to widespread cancellations last year, Passenger Focus has been working with London Midland on its passenger satisfaction.

The latest National Passenger Survey showed a drop of three percentage points in overall satisfaction, and six points in satisfaction with punctuality/performance. The company has put in place a recovery plan to tackle this, and we will be monitoring closely.

However the survey also showed that some areas have improved for passengers, such as facilities and services at stations and the provision of information during train journeys.

Passenger manager Linda McCord said:

“Passengers tell us that punctuality is the biggest driver of satisfaction. Following the problems last year, we have been working with London Midland to ensure that passengers in the West Midlands are getting the rail service they deserve.

“We are pleased that the company is planning some further work to improve its performance, and look forward to seeing the results soon.”

Passengers affected by the disruptions last year can continue to claim compensation until the end of this month (extended from end March). Over 20,000 free tickets have been issued so far. Passenger Focus encouraged the company to ensure staff and partner’s employees were properly briefed with the information on how to claim – to find out more, click here.

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