Train operators criticised for 'serious underlying problems' with complaints system
Train firms are failing to handle passenger complaints effectively and courteously: that is the conclusion of the consumer group Which?, after analysing data from the Office of Rail and Road (ORR).
The study suggests fewer than half the 500,000 people who complained about rail services in the year from April 2017 were satisfied with how their complaints were dealt with by train companies.
For three operators – Northern, Govia Thameslink Railway and Great Western Railway – only one in five passengers said they were satisfied with the outcome and/or handling of their complaint.
One Northern commuter, Kat Harrison-Dibbits, said she was blocked on Twitter by the operator for complaining when her train was cancelled, heavily delayed or too full to get on.
“I now have a Pavlovian violent reaction to the phrase ‘Northern apologises for the inconvenience caused’,” she tweeted.
Alex Hayman, managing director of public markets for Which?, said: “Clearly there are serious underlying problems in the current rail complaints system, which need to be addressed.
“Train companies have to step up and start delivering good customer service when things go wrong – informing passengers about their rights and dealing properly with any complaints that arise. We have been calling for this much-needed and independent new rail ombudsman. It should incentivise train companies to listen to passengers in the first place and, when necessary, step in to make sure passengers get the redress they deserve.”
Paul Plummer, chief executive of the Rail Delivery Group – representing train operators and Network Rail – said: “We’re committed to improving the service for our customers and to upholding the highest standards in our complaints process.
“That’s why the rail industry has led the way on creating an independent rail ombudsman with powers to make legally binding rulings.”
Anthony Smith, chief executive of Transport Focus, said: “We welcome the arrival of a new rail ombudsman service, because the existence of an independent authority with powers to impose binding decisions to resolve intractable complaints should help accelerate efforts by all train operators to improve their complaint handling.”
The best performers were CrossCountry and Chiltern Railways, both owned by Deutsche Bahn (German Railways) – as is Northern Rail.
