Southeastern ranked joint bottom in an annual train satisfaction survey

News Shopper: Southeastern ranked joint bottom in an annual train satisfaction survey Southeastern ranked joint bottom in an annual train satisfaction survey

Train operator Southeastern has been ranked joint bottom in an annual train satisfaction survey with only 40 per cent of passengers saying they are satisfied with the service.

The survey by Which? surveyed 7,415 passengers across News Shopper's patch and it was revealed 80 per cent of people think train fares are too high while 53 per cent would pay more if the service improved.

Half would pay more for a more reliable service or to guarantee a seat and around one in 10 passengers said they wanted cleaner trains.

Sean Ottley, 29, who is a Bexleyheath commuter, said: "I am not in the least bit surprised that Southeastern passengers have voiced their concerns about the train operator's poor service via this recent survey.

"Late and short-formed services, inadequate communication, poor maintenance and unclean carriages is an experience many Bexleyheath residents have to deal with on a day-to-day basis.

"Being ranked joint bottom for passenger satisfaction should be a wake up call for Southeastern to tackle these endemic issues which plague its service and make a mockery of commuters who have no choice but to pay a premium to ride its trains."

Which? has joined forces with Dartford MP Gareth Johnson and wants passengers to get in touch with their tales of journeys on Southeastern trains.

Mr Johnson said: "It is no surprise to me that Southeastern is bottom of this survey.

"As a commuter myself, I have regularly experienced poor service from Southeastern.

"I am really pleased that Which? has embarked on this survey and is helping to inform passengers how they can complain and seek compensation for delays they experience."

People can get advice on how to claim refunds for train delays and cancellations on the Which? website.

Richard Lloyd, Which? executive director said: "People have been let down time and again by poor train services, yet despite the spiralling cost of tickets many are putting up with it and not complaining."

A spokesman for Southeastern said: "We're disappointed with the result of the Which? survey, but we've had a challenging few months with bad weather and infrastructure problems affecting services and so it's understandable that customers have expressed their frustration through this survey.

"Just last month the independent National Passenger Survey, based on a larger sample of customers, said 84 per cent of passengers were satisfied with out service and placed us better than the national average.

"We've worked really hard to improve reliability and to ensure that customers have the information that they need in the event of disruption. We take all feedback on board and we're committed to continuing to work on improving our service."

To share your train tales visit which.co.uk/trains

Comments (3)

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4:51pm Wed 30 Apr 14

Hk says...

No surprise there then lol!
No surprise there then lol! Hk
  • Score: 4

8:01pm Wed 30 Apr 14

flea_in_ear says...

I'm going to play devil's advocate here. Yes, the trains could do better. In the severest of weather my trains come across the Downs, the lines are very exposed. When the trains were unable to run, the bus companies claimed that it was too dangerous to put their vehicles on the road to provide an alternative service.

How do you deal with the people who use the disabled loo with the push buttons, and push the emergency stop button instead of the flush button (several times that has happened)?

When my train was late one evening it was due to an unscheduled stop at an unmanned station because someone had been spotted on cctv who seemed to be unwell. No excuses were announced.

The issue I have with Southeastern is lack of information.
I'm going to play devil's advocate here. Yes, the trains could do better. In the severest of weather my trains come across the Downs, the lines are very exposed. When the trains were unable to run, the bus companies claimed that it was too dangerous to put their vehicles on the road to provide an alternative service. How do you deal with the people who use the disabled loo with the push buttons, and push the emergency stop button instead of the flush button (several times that has happened)? When my train was late one evening it was due to an unscheduled stop at an unmanned station because someone had been spotted on cctv who seemed to be unwell. No excuses were announced. The issue I have with Southeastern is lack of information. flea_in_ear
  • Score: -1

12:57pm Fri 2 May 14

shine123 says...

Well if a certain Kent MP had not objected to TfL (London Overground) taking over the Southeastern route then this problem wouldn't exist. And we would have new trains, new stations and more staff working...but hey-ho!
Well if a certain Kent MP had not objected to TfL (London Overground) taking over the Southeastern route then this problem wouldn't exist. And we would have new trains, new stations and more staff working...but hey-ho! shine123
  • Score: 0

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