Just one in two passengers is happy with the Glasgow Queen Street station, while London King’s Cross has a nearly perfect score, according to a new survey.
Independent watchdog Transport Focus asked more than 28,000 passengers between September and November last year how satisfied they were with the stations they had travelled from.
London King’s Cross topped the list with a 96% satisfaction rating, followed by London St Pancras (95%). Meanwhile, people who used Glasgow Queen Street – Scotland’s third-busiest station – were the least satisfied and gave it an overall score of 58%.
Every year we survey rail customers about the train company they use, so that we can give big brands including Virgin Trains, London Overground and Southern Railway, a customer score. See which came out on top – and which languished far behind – in our review of the best and worst train companies.
10 best railway stations
In total, 56 railway stations were rated. Below is the list of the top 10 stations that impressed passengers:
|London Kings Cross||96%|
|London St Pancras||95%|
|Birmingham New Street||92%|
The redevelopment of a station could be a big factor affecting the results – the top four stations have undergone major refurbishments in recent years.
The £100m of work currently underway to modernise Glasgow Queen Street station started nine months ago, but won’t be finished until April 2020.
The 10 worst stations
At the other end of the scale, 10 stations were decidedly less impressive:
|Glasgow Queen Street||58%|
|Highbury & Islington||72%|
A number of customers’ comments about the worst-rated, Glasgow Queen Street station, related to its current state while the renovation work continues.
Cameron MacIntosh from Stirling said: ‘The station is an absolute bomb site at the moment. It really looks like a place from the third world. I try and avoid it.’
John McInnes from Cumbernauld said: ‘I hope they are going to finish it because it looks a disaster just now. It’s embarrassing bringing friends or relations here. They can’t believe the mess of the place.’
Passengers at other stations with the lowest satisfaction scores also explained why they were frustrated.
One Gatwick Airport station passenger said that the West Sussex station was small and cramped with long queues for tickets and overcrowding on platforms. Another described it as an ‘appalling welcome to the UK’.
Someone said that London Victoria was ‘grubby for what should be a flagship station’ and another person said that the platforms at Cardiff Central were very run-down.
Transport Focus chief executive, Anthony Smith, said: ‘Passengers’ top priorities for stations include arrival time information, waiting rooms and the overall look and feel of the station.’
Do you hate your local train station? Tell us about your train hell by joining in our train station hell conversation.
Claim compensation for your train delays
Train delays are just one of the reasons why you might be dissatisfied with a train company or station. They’re frustrating, but if you experience delays of more than 15 or 30 minutes, depending on the company, you can claim compensation through Delay Repay.
We have free information about how to claim compensation for a train delay or cancellation and can help you make a claim.
If you want to read more about your rights to good service on train services, we also have a helpful guide to the travel amendments of the Consumer Rights Act.