1998-03-26 Thames Trains passengers to benefit from Go-Ahead Group offer (OPRAF)

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date 13 August 1998
source OPRAF
type Press release

Franchising Director John O'Brien is requiring train operators to submit action
plans aimed at bringing speedy improvements to performance on the network.
Commenting on the latest quarterly figures published today, he said:

"These results continue to paint a very unsatisfactory picture of performance
as a whole, with year on year punctuality continuing to decline. Underlying
these figures is the fact that, overall, Railtrack's performance has been
showing some improvement, but this has not yet been matched by all train
operators.

"The Customer Satisfaction Survey results show that passengers are clearly
less than impressed with the service. The general reductions in satisfaction
levels suggest that poor punctuality colours passengers' perceptions of the
service in other areas. This emphasises the need for operators to get the
basics right.

"The operators are running more services, and this increase in choice and
capacity is of course good news for passengers, whose numbers continue to
grow. Unfortunately the unwanted side effect has been a detrimental impact
on punctuality, and new and extra services are of little value if they cannot be
relied upon. The challenge now is for the industry to work together to ensure
that extra choice does not bring with it extra cause for complaint.

"I have asked all operators for a report as to how they plan to improve
services to passengers. But for those operators whose recent performance
has been poor, I want this to be addressed with particular urgency. I will
expect them to make progress on delivering improvements fast, and will be
working closely with them to ensure that appropriate plans are implemented."

Railhub Archive ::: 1998-08-13 OPR-001