England

Southeastern and Thameslink 'worst' in rail satisfaction survey

Southeastern train Image copyright PA
Image caption Overcrowding, poor value for money and dirty trains were among the issues raised

Rail passengers in the south east of England are the least satisfied in the UK, according to a survey.

Southeastern was the joint worst performing operator alongside Thameslink & Great Northern, with an overall satisfaction score of just 46%.

Overcrowding, poor value for money and dirty trains were among issues raised by the poll of 6,986 travellers, the survey by consumer group Which? showed.

Grand Central, which operates on the East Coast Main Line, was top with 79%.

Live: Reaction to rail survey results

It achieved five stars for availability of seating, punctuality, cleanliness of trains, reliability and value for money.

Hull Trains was second with a customer score of 73%.

'£70m investment'

Faring just better than the worst performers was Abellio Greater Anglia, with a 47% score, followed by Southern (48%) and Arriva Trains Wales (49%).

Which? also found a third of commuters polled experienced delays on their most recent journey, with the worst commuter services for delays operated by Arriva Trains Wales, Thameslink and Great Northern, First Great Western/Great Western Trains and Southern.

Image copyright PA
Image caption Long-running improvement work at London Bridge has contributed to disruption in the South East

Which? executive director Richard Lloyd said: "Our report shows that commuters are getting a raw deal from their train operator... it is clear operators need to up their game."

Long-running improvement work at London Bridge station has contributed to disruption in the South East, rail firms said.

A Southeastern spokesman said: "We're part way through a £70m investment programme, refurbishing our trains and stations, providing more frontline employees for passengers, improving customer service training and providing more real time information during journeys."

He added the operator was "working hard to improve punctuality and minimise delay".

A statement from Govia Thameslink Railway, which runs Thameslink & Great Northern, as well as Southern and Gatwick Express routes, said: "We know that passenger satisfaction is strongly linked to punctuality and together with our partners Network Rail, we are working hard to improve performance by reducing the delays within our control."

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