Southern Rail rated badly for customer satisfaction

Eastbourne railway station (Eastbourne Station). The 06.24 Southern service to London Bridge leaves Eastbourne station on its way to the capital. August 21st 2013 E34205P ENGSUS00120130821094140
Eastbourne railway station (Eastbourne Station). The 06.24 Southern service to London Bridge leaves Eastbourne station on its way to the capital. August 21st 2013 E34205P ENGSUS00120130821094140
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Train operator Southern Rail was among the worst ranked for customer satisfaction, a survey has revealed.

The company, which runs trains from Eastbourne, saw only 77 per cent of passengers say they were satisfied with the service. The only company which had a lower rating was Southeastern, which got only 74 per cent.

Railway watchdog Passenger Focus unveiled the figures on Tuesday, and has called for the industry and government to let passengers have more of a say in decision-making, including how to get more trains in on time.

Anthony Smith, chief executive of the independent watchdog Passenger Focus, said, “Passengers do not care who is to blame for things going wrong and for some of them the timetable is a work of fiction. If it really is the case that better day-to-day performance can’t be achieved, then an honest, open debate is now needed so that passengers might be able to trust the promises made by the industry again.”

Southern Rail deputy managing director David Scorey said, “Whilst it is encouraging that we scored better overall this year over last, we are still a long way off where we would like to be.”

The National Rail Passenger Survey asked more than 27,000 passengers what they thought of their most recent journey.