Northern release statement following the Which? survey
Richard Allan, Deputy Managing Director for Northern, said:
Last year was very difficult for many customers for well-known reasons including the delays to infrastructure upgrades that meant Northern had to plan and deliver the May 2018 timetable changes in 16 weeks rather than the normal 40 weeks. The resulting disruption and the ongoing RMT dispute caused significant problems for our customers and we are very sorry for not meeting their expectations.
“We are working very hard to win back customers during 2019 with the introduction of £500m of new trains, and further investment in refurbished trains, additional services and better stations. Customers are also benefiting from Delay Repay 15 - providing compensation for delays over 15 minutes.
“We are doing everything we can to find a resolution to the RMT dispute. We have over 1,300 Conductors and we can guarantee that they will continue to work on our trains to help customers with information, ticketing, personal security and accessibility. There is no need for the RMT to keep taking needless and damaging strike action.”