What are passengers satisfied with?

Transport Focus have released their Autumn 2018 passenger satisfaction survey. Overall 78% of Southeastern customers were satisfied with their last journey, little changed over a year and still too low.

However on 36 out of 40 specific aspects of the journey – including at stations and on trains – satisfaction was less than 78% – including toilets at stations, toilets on trains, and how Southeastern deal with delays (40%).

Customer satisfaction has not significantly improved over the last year, despite the end of the London Bridge works, many aspects of the journey are still falling well short of what customers expect, and other transport operators are achieving better results with the same Victorian infrastructure. Southeastern should not be getting out the champagne yet!

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Senior Railcard Moments October 2018

Our Bat & Ball correspondent, Keith Alderman, has now retired. However, when Thameslink allow him, he’s making good use of his Senior Railcard!

Delay Repay Claims: total 1 January 2018 to 31 October 2018 inclusive = £99.59
(Southeastern £33.00, Thameslink £28.50, South West Railway £12.40, Virgin £25.69)

This month’s delays: total 117 minutes, Southeastern 55, Thameslink 62

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The next Southeastern Franchise: fewer peak hour trains to London and 50% cut in trains to Tunbridge Wells

Sevenoaks Rail Travellers Association are still working through the over 900 pages of small print of the Department for Transport’s specification for the new Southeastern franchise. Main points so far are:

  • A cut in peak hour fast commuter trains to London – from ten in 2013 to eight in 2022. That means more overcrowding.
  • A 50% cut in direct trains to and from Tunbridge Wells. Local commuters and school students could have to wait 30 minutes.
  • No more direct trains from Sevenoaks to Hastings.
  • No extension of the proven TfL Oyster/Contactless payment system to Sevenoaks.
  • No extra seats between Sevenoaks and London

 

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