Train companies must improve the way they manage disruptions as a matter of urgency, the national rail watchdog Passenger Focus advised today.
Passenger Focus showed its backing for the Committee of Public Accounts' findings, which show delays cost passengers ВЈ1bn in lost time between 2006 and 2007.
These findings mirror Passenger Focus's own research which revealed only 34% of passengers are satisfied with how well a train company deals with delays.
The research showed that least satisfied passengers were those travelling on Gatwick Express with only 13% of passengers satisfied. Close second was London Overground (14%), followed by Southeastern (27%).
This is despite passengers telling the watchdog that improving handling of delays should be among the rail industry's top priorities for improvement.
Passenger Focus chief executive officer, Anthony Smith, also showed his concern at the Committee of Public Accounts report, which highlighted problems the industry is experiencing in communicating with emergency services.
"Passengers have told us repeatedly that having informed staff on the train and on the platform is their main concern during disruption," he said. "Our research shows that some operators, such as Virgin Trains and Merseyrail, are better at communicating with passengers at these times, but there are lessons for the whole industry to be learned."
"We will continue to pass on passengers' messages about how they wish to be dealt with during disruption to Network Rail and train companies," he said.
Passenger Focus is the official, independent consumer organisation representing the interests of rail users nationally.
By Daniel Garrun
