Passenger Focus responds to ORR demands for better performance from Network Rail
29 May 2012
Anthony Smith, Passenger Focus chief executive, said:
“We know from our research that getting trains on time is both the key driver of passenger satisfaction and a key priority for improvement. Performance has not been good enough and it is good to see action being taken so that passengers can get back to depending on the railway to deliver them on time.
“Our research also shows passengers are concerned with the industry’s already generous allowances for being late – passengers find it hard to understand how a long-distance train arriving up to 10 minutes late can still be considered as ‘on-time’.
“It will be important that the regulator follows through with what is in effect a suspended sentence if performance does not improve. We believe that any fines ultimately levied should be re-invested in better facilities and services for the benefit of passengers. It is passengers who suffer from delays, so it is only right that they benefit from any penalties.
“In the meantime until more performance data is published, passengers simply do not know how their own services are faring – at present they are buried in averages. Train companies should point out to passengers what compensation they are due when trains are late, just as they are very good at telling passengers what they have to pay to use the train in the first place.”