Thameslink responds to spring 2016 satisfaction survey

Responding to the latest National Rail Passenger Survey by Transport Focus, in which Thameslink passenger satisfaction for the period 11 January to 20 March rose, year-on-year from 70% to 74%,Passenger Service Director Stuart Cheshire said:

“Thameslink showed an encouraging increase of four per cent in passenger satisfaction but scores are clearly not high enough and there is much more we are doing to give our passengers the service they deserve.

“Most dissatisfaction is caused by late running trains and disruption. During the survey, there were two fatalities and some significant signal failures which hit punctuality. Trains also continued to be delayed by increased congestion on the network caused by the improvement work at London Bridge. We are continuing with the UK’s biggest recruitment and training programme to bring in new drivers to help resource the huge improvement programme under way.

“We will continue to introduce new trains which passengers have clearly welcomed, including the first of our new Thameslink fleet due into service on the Bedford route in a matter of days. Our staff were scored as more helpful year on year with better information which reflects in particular how we provide information and the roll out of iPads and other equipment to station teams.

“And improved satisfaction with the cleanliness of our stations shows how the positive relationship with our cleaning contractors is paying dividends. Finally, satisfaction with personal security on the route has improved, as a result of special operations organised with the police and the introduction of our own force of rail enforcement officers.”

Network Rail’s area director Gary Walsh, said:

“Network Rail’s job is to provide Thameslink with reliable infrastructure so they can run the best service possible. We are investing millions of pounds to improve services in the future through our Railway Upgrade Plan and work hard to minimise the disruption caused by this work. Our investment in reliability has showing positive results, although the recent extreme weather and increase in railway crime has been challenging. We continue to work with British Transport Police, Thameslink and other partners to reduce the impact of these external event.s”