Complaints up as more trains on time
Updated on 09 April 2009
The number of complaints by rail passengers is on the rise despite more train services running on time.
A total of 87.8 per cent of trains ran on time in autumn 2008 (October to December) - a rise on the 86.9 per cent figure for autumn 2007, the Office of Rail Regulation said.
But the number of complaints per 100,000 passenger journeys increased by 7.2 per cent in autumn 2008 compared with the same period in 2007.
This followed a 29 per cent decrease in complaints between autumn 2006 and autumn 2007.
In autumn last year, 35 per cent of the complaints related to train service performance, with the second largest complaint category (19 per cent) being fares, retailing and refunds.
Virgin West Coast passengers, who had to contend with disruption caused by the completion of the massive west coast upgrade project, made the most complaints last autumn.
The upgrade work contributed to the fact that Virgin had the poorest punctuality figures last autumn, with 82.2 per cent of trains on time.
The best-performer in autumn 2008 was the London to Tilbury and Southend train company c2c, which ran 95.1 per cent of trains on time.
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