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West Norfolk rail operator dubbed 'worst in Britain' for passenger satisfaction

West Norfolk’s main train operator has been branded the worst in Britain for passenger satisfaction in a new survey, released today.

Barely two-thirds of respondents said they were satisfied with Great Northern services in the latest Transport Focus report.

Launch of new trains at King's Lynn Railway Station and opening of new Cambridge North Station. (6849821)
Launch of new trains at King's Lynn Railway Station and opening of new Cambridge North Station. (6849821)

But the company says punctuality problems which plagued the network last summer have been addressed and new trains are set to be introduced soon.

The survey of more than 25,000 passengers suggests that satisfaction with rail services has fallen to its lowest level since 2008.

But, although 79 per cent of passengers overall said they were happy with their services, the figure for Great Northern was just 68 per cent – the worst level out of 25 rail operators assessed across Britain.

More respondents, 43 per cent, said they were dissatisfied with value for money of tickets than the 35 per cent who were satisfied, while satisfaction on punctuality and crowding were 58 and 65 per cent respectively.

All those figures, based on a sample of 446 responses, showed a decline from levels recorded in a similar survey last spring.

Alex Mayer, the borough's Labour MEP, said she wasn't surprised by the figures, which she claims show passengers are "fed up" with poor service, adding: "It's time for a change."

But Patrick Verwer, chief executive of Great Northern’s parent company, Govia Thameslink Railway, said: “The results reflect the significant disruption passengers experienced following the May timetable change which was caused by industry-wide factors.

“Punctuality and reliability for our passengers is now firmly back on track. We are running 400 more daily services than a year ago, with space for 50,000 more commuters to and from London.

“On Great Northern, we are also about to replace Britain’s oldest electric trains with a brand new air-conditioned fleet."


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