Rail firm at passenger ratings low

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First Great Western's satisfaction rating fell from 77% to 74% in the autumn survey by the independent rail watchdog Passenger Focus.

Commuters travelling from various towns and cities served by the company are to hold a "fare strike" next Monday by refusing to show a valid ticket for their journey.

The lowest ratings for overall satisfaction in the survey were given to First Great Western (74%), One (75%), Silverlink (76%), First Capital Connect (77%) and Southeastern (78%). The highest ratings were achieved by Gatwick Express (94%), Chiltern Railways (90%), c2c (89%), Heathrow Express (88%), and Merseyrail (87%).

Heathrow Express's satisfaction rating was down 8% while First ScotRail's score fell 4% to 84% with passengers criticising the operator for its inability to manage delays.

At a national level the percentage of passengers satisfied with their journey was unchanged compared with autumn 2006, with 81% satisfied. In spring 2007 the percentage of passengers satisfied was 79%.

The survey of nearly 28,000 rail users found that across all train companies only 45% of rail users believe they receive value for money.

However the study found 63% of passengers were satisfied with the amount of room they have to sit or stand, increasing from 60% on the previous year's results. Improvements to ticket-buying facilities at the station were also recognised with 70% of passengers rating these services as being good, up from 65% in autumn 2006.

The national findings show operators have not been able to improve toilet facilities, with only 37% of passengers happy with conveniences on board, and satisfaction with staff attitude and helpfulness during journeys dropped to 58% from 63% in the autumn 2006 survey.

The survey was conducted at about 650 stations between September and the end of November 2007.