Commuters from Brighton and Hove are among the least satisfied train passengers in the country, according to a transport watchdog.
And satisfaction levels were lower than last year as a result of poor performance – with punctuality and reliability proving crucial factors.
The watchdog, Transport Focus, said that the upgrade taking place at London Bridge had caused problems. But a task force had been set up by the government to try to tackle the situation.
Transport Focus, which carries out a national survey every spring and autumn, said that more than 31,000 passengers were surveyed in the spring this year. Of those, 2,532 were Southern passengers and 1,725 were Govia Thameslink passengers.
Nationally overall satisfaction fell to 80 per cent from 82 per cent a year ago while satisfaction with punctuality dropped to 75 per cent from 77 per cent. Among commuters just 65 per cent were happy.
Of passengers on Southern trains, 72 per cent were satisfied although the figure was higher for “Sussex coast” passengers – those travelling to London from Brighton and Hove and other parts of Sussex.
Travellers from Brighton and Sussex to London recorded a satisfaction rate of 76 per cent in the latest survey – below the national average but the same as a year ago.
Overall satisfaction with their journey was 72 per cent – falling to 60 per cent among commuters.
The areas of lowest satisfaction among Southern’s customers included
- parking facilities (43 per cent)
- availability of seating (39 per cent)
- space for luggage (46 per cent)
- toilet facilities in trains (44 per cent)
- value for money (37 per cent)
- how well the company deals with delays (27 per cent)
The way that Southern dealt with delays had the biggest impact on customer dissatisfaction.
Among passengers on Govia Thameslink trains, overall satisfaction was 74 per cent although this figure dropped to 68 per cent among commuters.
Among “Thameslink South” passengers – those between Brighton and London Bridge – only 70 per cent were satisfied overall, down from 80 per cent a year earlier.
Just 61 per cent of commuters in the Thameslink South region were satisfied overall and only 50 per cent were happy with the punctuality of trains. Just 34 per cent were satisfied with the value for money they felt they were receiving.
The areas of lowest satisfaction among Govia Thameslink customers overall included
- parking at stations (42 per cent)
- availability of staff (14 per cent)
- space for luggage (43 per cent)
- value for money (36 per cent)
- helpfulness and attitude of staff on trains (33 per cent)
- toilets on trains (25 per cent)
- how well the company deals with delays (23 per cent)
Again, the biggest gripe was the way that the company dealt with delays while passengers said that punctuality and reliability were the main factors in creating satisfaction.
Transport Focus said: “Poor performance, especially in the south east, has led to another drop in rail passenger satisfaction.
The chief executive of Transport Focus, Anthony Smith, said: “Commuters will not be surprised at these results. Long-term plans and investment are important and welcome – how the work is carried out, though, is crucial.
“The London Bridge rebuilding scheme in particular has caused problems. We’re now working with train companies and Network Rail to try to minimise the impact on commuters.”
Only 49 per cent of passengers using London Bridge were satisfied with the station.
After months of disruption in the south east area, Transport Focus is part of a taskforce to help tackle it, the watchdog said.
It was set up by Rail Minister Claire Perry to focus on immediate improvements for long-suffering passengers in this region.
Transport Focus added: “As part of this work, we will develop ways to get instant feedback that will sit alongside the National Rail Passenger Survey and will help us monitor whether improvements are being felt by passengers.”
Shelley Atlas, chairlady of the Brighton Line Commuters, said: “We are very aware of passengers’ dissatisfaction and have been for some time.
“The London Bridge works have of course not helped the situation.
“The rail companies have acknowledged punctuality and reliability have not been good but we are also aware that some of these punctuality and reliability problems have been caused by Network Rail.
“As to how the rail companies deal with delays, they are updating their websites, etc, to inform passengers when these situations occur and we certainly raise members’ concerns should for some reason this not happen.”
For a breakdown of satisfaction levels by train company, click here.
