The West Midlands Police and Crime commissioner's defended holding a public hearing into problems with West Midlands Trains (WMT) to which the operator didn't turn up.
David Jamieson called today's meeting after hundreds of responses to a survey he started following months of delays and cancellations.
But, despite inviting train companies to appear, none of them turned up but instead provided reports.
Mr Jamieson said what they did get was a strong feeling of how passengers feel about the services.
"What was clear from the witness we heard from the public is how utterly disappointed they are a) with the train service and b) with the feedback they get about what is done to improve it," he said.
WMT said earlier this month it had already improved and had developed a "robust recovery plan".