Transport Focus response to Northern franchise changes

29 January 2020

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

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