High level of dissatisfaction among Southeastern passengers
Maidstone East train
station, where Southeastern trains run
Fewer than half of Southeastern's passengers are satisfied
with the trains in Kent, according to a new survey by consumer
The group found just 43% of travellers said they were happy
with the service provided by the company.
That's the third lowest score in the country - with just Greater
Anglia and First Capital Connect notching up lower
The best performing train firm was Virgin Trains, where two
thirds of passengers were satisfied.
Which? executive director Richard Lloyd said changes were
"Lots of people are saying now train tickets are getting expensive,
but they have no choice but to pay the extra price.
"Where those prices going up, people clearly are feeling they
are not getting the service they deserve."
But train firms have dismissed the figures - saying they are
actually a lot higher.
A spokesman for the Association of Train Operating Companies
(ATOC), said: "The independent watchdog Passenger Focus surveys up
to eight times as many people a year, and last month reported 85%
of passengers are satisfied with their service - a record
In the latest figures, published last month, Southeastern
claimed the region's best ever results of a
Government watchdog Passenger Focus revealed 84% of people were
satisfied with the rail operator’s service.
This is a 1% improvement on last year's National Passenger
Survey – and the highest score ever awarded to any operator on the
A Southeastern statement criticised the survey as "highly
It said: "Which? has based this result on an online
self-selecting survey of 541 customers of which only 205 were
commuters - this sample size represents only 0.1% of our
“For this survey to be useful, we really need it to capture more
detailed information from a more representative customer-base.
“The independent watchdog Passenger Focus surveyed thousands of
passengers at stations and on trains last year and reported a
record high 84% are satisfied with our service.
"While we can always do better, we’re pleased our customers have
noticed an improvement in our service.”
- Click here for more news from across the county...