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Campaigns | Train delays and customer service

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We've handed your feedback over to the train companies

Nearly 1,000 of your comments have been sorted and packed up into dossiers for each of the train companies.

Your comments not only highlight the things you think train companies are getting wrong, they also share the things you think they're getting right. Comments cover everything from punctuality to cleanliness, and they're now in the hands of the train operators.

Action needed by train operators

We want train companies to outline how they will act on your feedback to improve passenger satisfaction. In particular, we want to hear how they'll pro-actively encourage, listen to and respond to the feedback they're given on a daily basis.

You can read the dossier for your train company below.


Best and worst train companies revealed

17th February

Our third annual train satisfaction survey finds shockingly low levels of satisfaction with the majority of the companies we looked at failing to score over 50%.

A shocking 11 of the 19 companies we looked at had a customer score of 50% or lower, with Greater Anglia and Southeastern scoring just 40%.  

First Which? Recommended Provider

Steaming ahead however, with a record score of 70%, was Merseyrail which has become the first train company to become a Which? Recommended Provider.

Our new survey, of more 7,400 regular train passengers across all of the major train operating companies, compiled scores based on passengers' overall satisfaction and whether they would be likely to recommend the company.

We also asked passengers about their overall experience and found that nearly one in five of all passengers experienced a delay on their last journey – which rose to 26% for commuters.

Cause to complain about trains 

One in ten passengers (11%) told us they had cause to complain about the last journey they had taken, but three-quarters (75%) didn't officially complain.  Of those who did complain, more than half (55%) were dissatisfied with how it was handled.

Which? executive director, Richard Lloyd, said: 'It’s disappointing to see some train companies consistently falling down on the basics of customer service, with dirty and overcrowded carriages and toilets that don’t work.

Get the train companies on track

We’re encouraging passengers to formally complain to their company and share their experiences to help us get the train companies back on track.

Richard Lloyd added: 'Seven rail franchises end in the next two years and we want to see passengers' experiences put right at the heart of the tender process so companies respond to consumer expectations and can be held to account if they don't.'

We’ll be presenting each train company with a dossier of consumers’ complaints – share your #RailFail or #RailHail and get involved.

Take action

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