Better travel information needed for rail passengers in London and south east says watchdog

9 December 2016  •  Author: Katie Sadler, European Railway Review

Results of a survey conducted by independent watchdog Transport Focus found rail passengers in London and the south east require better information before starting their journey.

Better travel information needed for rail passengers in London and south east says watchdog

Between 7th and 13th November 2016, the Transport Focus surveyed over 2,000 Southern, Thameslink, Gatwick Express and Southeastern passengers on their rail experiences in London and the south east. Results found that less than one in ten passengers found out about disrupted services before they arrived at their departure station.

Less than one in ten rail passengers found out about disrupted services before travel

Research also revealed that more than three in five passengers who have been delayed for 30 minutes or more have submitted a claim for compensation. In addition, more than three in five passengers say that they can usually use their smartphone or device to connect to the internet when on the platform, while only one in five say that they can get a good connection throughout the whole of their journey on board the train.

Only one in five get a good internet connection throughout their journey on board the train

Commenting on the survey findings, Anthony Smith, chief executive of Transport Focus, said: “Southern passengers have suffered months of delays and cancellations. Continuing poor performance for passengers in London and the south east has eroded their trust in the railway.

“Passengers want to see a return to normal services as soon as possible. In the meantime train operators information about delays and cancellations need to be consistent. Transport Focus is working actively with Govia Thameslink Railway and Southeastern to improve the information available to passengers.”

Results of the The London and the south east passenger panel survey can be downloaded here.

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