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Railhub Archive
1998-12-07 ATO-001


'Complaints figures reveal complex picture', says ATOC

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Association of Train Operating Companies
passenger complaints

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'Complaints figures reveal complex picture', says ATOC

07 December 1998
source ATOC
type Press release

Responding to the Central Rail Users' Consultative Committee (CRUCC) report
released today, Chairman of the Association of Train Operating Companies
(ATOC), Ivor Warburton said:

"The total number of letters may be fewer than 5000 but we take all our
customers comments to heart. Many of these increases are directly related to
train operating companies' active encouragement of complaints from
passengers when services do not meet their expectations. Customer feedback
is a vital means of improving services.

"Complaints are partly related to the welcome 14 per cent growth in passenger
journeys over the last two years and partly to the 200,000 extra train services a
year (nearly a thousand more each day) which we are running to meet this
demand. This has put the rail network under pressure.

"But the CRUCC report highlights some important progress. I am delighted to
see a 89per cent drop in complaints about the accessibility of the National Rail
Enquiry Service, the very subject that the Rail Regulator's recent enforcement
order sought to address. NRES has continued to improve with 97.2 per cent of
calls being answered so far this period (period 9).

"I also welcome big falls in complaints in key areas such as timetabled
connections (-54per cent), national conditions of carriage (-25per cent), three
areas of ticket selling (-25 per cent), a fall in complaints about safety and
security on stations (-25per cent) and a two-thirds drop in key ticketing
categories such as permitted routes and acceptance of through tickets (all
major issues raised in the past).

"Performance and reliability will improve noticeably once railways start to feel
the benefit of new trains, new track, new signalling and additional drivers. At
the moment we've got the builders in - and that's reflected in these complaint


For more information: David Campbell Bannerman, Communications Director
0171 904 3010 or pager (01523) 523 523 pager no. 849718

Railhub Archive ::: 1998-12-07 ATO-001


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