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 November 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 30 November 2018 inclusive = £104.19
(Southeastern £36.50, Thameslink £28.50, South West Railway £12.40, Southern £1.10, Virgin £25.69). One claim outstanding, one under dispute about amount paid.

This month’s delays: total 110 minutes, Southeastern 101, Thameslink 9.

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