What complaints did you have about overcrowding before the timetable change, and how does it compare to now?
We take our data on passenger feedback from a variety of sources – social media, the number of complaints we receive into our Customer Relations team, and from independent passenger surveys. In recent years we have had hundreds of complaints into our Customer Relations team about overcrowding. And it’s absolutely fair to say we have had hundreds since the new timetable went live too.
That’s why we’ve made a series of adjustments since the start, and why we gave thousands of season ticket holders a cash apology for the initial disruption.
The passenger watchdog Transport Focus undertakes independent surveys twice a year, examining the views of over 1,000 of our passengers. This includes a specific question about satisfaction with seat availability and standing room. This question has been consistently both among our lowest scores and was declining. Five years ago 66% of passengers were happy. In the latest survey it was 57%.
Once the new timetable has settled, and we are in urgent negotiations to source further new carriages to add to the busiest trains, hopefully within months.