1. ITV Report

Passengers rate East Anglian rail companies among the worst in Britain

A survey by the consumer organisation Which? has rated a number of rail companies in the East of England as the worst in the country. Photo: Cathal McNaughton/PA Archive

A survey by the consumer organisation Which? has rated a number of rail companies in the East of England as the worst in the country.

Overcrowding, poor value for money and dirty trains were among the issues raised by the poll of almost 7,000 travellers.

Thameslink and Great Northern was the joint worst performing operator in the research alongside with an overall satisfaction score of just 46%. Thameslink services run from Luton and Bedford into the capital and Great Northern operates trains from London to places like Peterborough, King's Lynn and Cambridge along with commuter stations in Hertfordshire.

The rating for Abellio Greater Anglia was almost as bad at 47%

The passenger rating for Abellio Greater Anglia 47%. Credit: ITV News Anglia

The Which? survey took a number of factors into account when scoring overall customer satisfaction.

  • Availability of seating
  • Availability and cleanliness of toilets
  • Cleanliness of carriages
  • Overall condition of train
  • Reliability
  • Frequency
  • Punctuality
  • Value for money
The consumer group Which? says passengers are getting a raw deal from train companies. Credit: ITV News

Which? executive director Richard Lloyd said: "Our report shows that commuters are getting a raw deal from their train operator. Whether it's dirty facilities on the train, overcrowding or delayed trains, it is clear operators need to up their game.

A spokesman for the Rail Delivery Group, representing train operators and Network Rail, said: "We're sorry when our passengers don't get the service they expect. We never want people to suffer delays or disruption.

"Overall satisfaction among rail passengers is up significantly, according to the latest comprehensive survey by independent watchdog Transport Focus, but we know that we can do better to run more trains on time more often."

"Rail operators need to do much more to treat their customers fairly, providing better information and access to compensation when passengers are delayed."

– Richard Lloyd, Which?
The rail companies say that overall passenger satisfaction with the trains is up. Credit: ITV News Anglia

Customer scores in the Which? survey for rail companies in the Anglia region

  • Virgin Trains West Coast - 69%
  • c2c - 62%
  • East Coast/Virgin Trains East Coast - 61%
  • Chiltern Railways - 60%
  • East Midlands Trains - 58%
  • Cross Country Trains - 55%
  • London Midland - 55%
  • Abellio Greater Anglia 47%
  • Thameslink & Great Northern - 46%

Click below to watch a report by ITV News Anglia's Chloe Keedy

As part of the passenger survey Which? also asked travellers if they had been delayed on the last rail journey.

28% of passengers on Thameslink and Great Northern said they faced delays with 23% on London Midland Trains and 22% on Abellio Greater Anglia.

The best performing companies for delays in the Anglia region were c2c in Essex and Chiltern Railways with 14% of passengers reporting delays on their last journey.