Passengers less happy about trains

Passenger satisfaction levels have fallen in the last year for the majority of train companies, a watchdog has announced.

Just 40 per cent of customers thought their rail journey was value for money - 5 per cent down on the autumn 2007 figure, a survey by watchdog body Passenger Focus said.

Travellers gave 13 companies poorer satisfaction marks in spring 2008 than in spring 2007.

Seven companies performed better than in spring 2007, while one (Merseyrail) had no change in customer satisfaction levels.

Overall, 80 per cent of passengers surveyed at more than 600 stations for the spring 2008 poll were satisfied with their train journey - 2 per cent up on the spring 2007 figure.

Among those companies suffering a dip in satisfaction levels were East Midlands (down 9 per cent from spring 2007), London Overground (down 7 per cent) and First TransPennine Express (down 5 per cent).

First Capital Connect and First ScotRail both enjoyed a 5 per cent boost in satisfaction levels in spring 2008 compared with spring 2007.

Overall, scores for long-distance operators were 4 per cent down.

The survey also showed that just 34 per cent were satisfied with the way train companies dealt with delays and only 38 per cent were happy about the availability of staff, although these were slightly higher scores than 2007.

Toilet facility satisfaction levels dipped 1 per cent to just 35 per cent.

More women were satisfied with their journeys than men. Only 76 per cent of 16-34 year olds reported being satisfied compared to 88 per cent of passengers aged 55 and over.

© Independent Television News Limited 2008. All rights reserved.