Rail passenger satisfaction rises again

Passenger Focus has published the results of the National Passenger Survey for Spring 2009, which reveals that overall customer satisfaction has increased again to eighty-one per cent (a rise of one percentage point since Autumn 2008). The overall customer satisfaction rating for First Great Western (FGW) increased to eighty-one per cent (a rise of one percentage point since Autumn 2008) – this increase was mainly attributable to a further four per cent improvement in customer satisfaction with the company’s punctuality and reliability to eighty per cent. FGW customers were highly critical of the cost of rail fares (only forty-six per cent of customers considered that FGW fares represented ‘value for money’ – a fall of five per cent in the last six months) and the company’s handling of delays (only thirty-nine per cent of customers were satisfied - a decline of three per cent since Autumn 2008).

The overall customer satisfaction rating for South West Trains (SWT) declined to eighty-four per cent (a fall of two percentage point since Autumn 2008) – there was, however, a three per cent increase in customer satisfaction with SWT punctuality and reliability to ninety per cent. SWT customers were also highly critical of the cost of rail fares (only thirty-five per cent of customers considered that SWT fares represented ‘value for money’ – a fall of seven per cent in the last six months) and the company’s handling of delays (only forty per cent of customers were satisfied - a decline of two per cent since Autumn 2008).

The overall customer satisfaction rating for CrossCountry increased to eighty-five per cent (a rise of one percentage point since Autumn 2008) – this increase was mainly attributable to a further seven per cent improvement in customer satisfaction with the company’s punctuality and reliability to eighty-seven per cent. The overall customer satisfaction rating for Arriva Trains Wales increased to eighty-seven per cent (a rise of two percentage point since Autumn 2008) – this increase was mainly attributable to a further five per cent improvement in customer satisfaction with the company’s punctuality and reliability to eighty-five per cent.

Government fund for low carbon buses

The Department for Transport (DfT) has launched a thirty million pound fund to encourage the purchase of new low carbon buses (which deliver a minimum reduction of thirty per cent in greenhouse gas emissions, compared with a current Euro 3 diesel vehicle) – the objective of the fund is to encourage a radical shift to low carbon transport, thereby delivering improved air quality. Both bus operators and local authorities will be able to bid for monies from the fund to meet the additional cost of purchasing a low carbon bus (including electric vehicles) – the maximum funding will be the difference between the cost of the low carbon bus and its standard diesel equivalent of the same passenger capacity. The DfT is expecting that as more low carbon buses are produced and sold, that costs will reduce.

Joint delivery company for West of England unitary authorities

The four unitary local authorities (Bath and North East Somerset, Bristol, North Somerset and South Gloucestershire) that comprise the West of England Partnership are investigating the formation of an ‘arms-length’ company to deliver transport, waste and housing infrastructure projects across the sub-region – the four unitary councils consider that the new company could streamline project delivery, as the current structure added unnecessary administration and complexity.

People (1)

Andrew Haines, the former Managing Director, UK Rail for First Group and Chief Operating Officer of First Great Western until December 2008, has been appointed as the Chief Executive of the Civil Aviation Authority.

People (2)

Elaine Holt has been appointed as the Chief Executive designate of the East Coast Main Line Company, a publicly owned company which will operate the East Coast rail franchise, once it is relinquished by National Express. Elaine, who was Managing Director of First Capital Connect until her resignation three months ago, was previously General Manager, Commercial Services of First Great Western and Regional Director, South and Wales for the UK Bus division of FirstGroup.

And finally (1),

First Bristol has issued guidance for passengers travelling on the company’s buses during ‘hot weather’ – sit out of direct sunlight (if possible), wear loose fitting clothing, carry water and ensure that all windows are open. A local journalist recorded an interior temperature of 37.3 degrees Celsius on a First Bristol bus!

And finally (2),

An entry on the First Great Western ‘Journey Check’ and ‘Live Updates’ web pages:- ‘1111 St Erth to St Ives due 1124 This train has been revised. This train will be formed of 23 coaches. This is due to a train fault.’