UK's 'unhappiest' rail lines

A survey by Which? shows that more than half of train companies have a customer satisfaction score of 50% or lower. Overall, only 22% of train travellers believe their service is improving despite above-inflation fare rises last month.

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Virgin Trains tops rail satisfaction table

Top of the satisfaction table, compiled from responses from 7,500 regular train users was West Coast main line operator Virgin Trains with a score of 67%.

Virgin train at Central Station in Glasgow Credit: Press Association

London Overground was second with 65%, while the London to Tilbury and Southend company c2c and Merseyrail both scored 64%.

Which? who compiled the survey said: "One First Capital Connect customer told us: 'The price has increased and the trains get more and more crowded. I never see any improvements for the extra money I am paying'.

"And a Southeastern passenger said: 'The prices are terrible, the service is bad and trains are often delayed, cancelled and dirty.'."

Rail satisfaction survey ranks the best and worst

  • Bottom in the 19-company satisfaction table was First Capital Connect, with only 40% of its passengers satisfied with its service
  • The next least-satisfied passengers were those travelling on Greater Anglia trains, with the company only scoring 42%

Other companies where satisfaction levels were low included:

  • Southeastern, 43%
  • First Great Western, 43%
  • Northern, 44%
  • London Midland, 45%
  • South West Trains, 47%
  • Southern, 48%
  • Arriva Trains Wales, 48%


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