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One in three train commuters delayed

Which? reveals best and worst train companies

If your train is delayed by 30 minutes or more, you could be entitled to compensation

One in three commuters were delayed on their most recent train journey, according to new Which? research.

We surveyed nearly 7,000 rail passengers, to find the best and worst train companies, and those with frequent delays.

Our survey found that not only were 32% of commuters delayed, but 7% of respondents said their last journey was delayed by 30 minutes or more.

Of leisure passengers, 15% experienced delays – 4% of these were delayed by 30 minutes or more.

Compensation for train delays

If you’re delayed by 30 minutes or more, you could be entitled to compensation. But our survey reveals that 64% of those delayed this long weren’t informed about their rights when the delay occurred. Only 34% of those who could be entitled actually made a compensation claim. 

As part of our Make Rail Refunds Easier campaign, we’re calling for all rail operators to inform passengers when they’re due compensation.

Find out more: Best and worst UK train companies for delays – 22 train companies rated

Which? reveals the UK train companies with the most satisfied customers

In November 2015, we asked passengers to rate their train company on eight aspects of service, including availability of seating, value for money and overall condition of the train. Each train company also got a customer score based on passengers’ overall satisfaction and likelihood to recommend the company to a friend.  

At the top of our satisfaction table, Grand Central got a customer score of 79%, with the maximum five stars for availability of seating, punctuality, cleanliness of trains, reliability and value for money. Hull Trains is a close runner-up with a customer score of 73%. 

Abellio Greater Anglia (47%), Thameslink and Great Northern, and Southeastern (both with 46%) were the worst-scoring companies.

Find out more: Best and worst UK train companies – see our satisfaction table in full 

Unhappy train passengers call for improvements

We also asked passengers to name the improvements they’d like to see on trains. 

Most wanted extra carriages at peak times to guarantee seats. 

Better onboard facilities, such as clean working toilets that flush properly, were also a popular request. 

Our graphic shows the most popular requests.

Top 10 things that commuters want to see on trains infographic

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