National Rail Passenger Survey TOC Report (Wave 37) Contacts: David Greeno Transport Focus Fleetbank House 2-6 Salisbury Square London, EC4Y 8JX Tel: 123 837 Email: david.greeno@transportfocus.org.uk Pam Armstrong Chime Insight & Engagement Group th Floor, Holborn Gate 26, Southampton Buildings London WC2A 1AH Tel: 7 861 3282 Email: pam.armstrong@cie.uk.com
Contents 1 Introduction Weekday/weekend satisfaction 1.1 Methodology 2.1 Weekday/weekend satisfaction for 1.2 Issues affecting fieldwork 3.2 Weekday/weekend satisfaction for 31 2 Key results 6 Passenger experience with service 2.1 Overall satisfaction and station factor results for 6.1 Passenger experience of delays 32 2.2 Train factor results for 7 2.3 Overall satisfaction and station factor results for London and South East 9 2.4 Train factor results for 11 7 Sample profile 2. versus performance 13 7.1 Sample profile for versus London and South East 33 2.6 Results by route for 14 7.2 Station sample sizes for 3 3 Passenger satisfaction trend charts 7.3 Weighted sample composition for all TOCs 36 7.4 Unweighted sample composition for all TOCs 37 3.1 Overall satisfaction and station factor results for 1 3.2 Train factor results for 22 8 Technical appendix 4 Managed versus non-managed stations 8.1 Standard reports produced for NRPS 38 8.2 Rail sectors 39 Network Rail categorisation and station factor results for Heathrow 4.1 29 8.3 How routes are defined Connect 1
1 1.1 Methodology 1.28 Questionnaires are normally handed out at stations to customers about to board a train. A reply paid envelope is provided for returning questionnaires. Each Train Operating Company (TOC) is sampled separately. Interviewers are given a number of questionnaires to hand out at a station. At Gatwick and Heathrow Airports and for some shifts at certain London termini and other large stations, questionnaires are handed out to passengers of a specific TOC. From 3 onwards, at all other stations, questionnaires are handed out to passengers of any TOC (in the past, these were also targeted). The number of questionnaires handed out will depend on: - the size of station - time of day - length of shift. TOC data is compiled to provide a national sample. Fieldwork takes place each (February/March) and (September/October); until 3 fieldwork duration was 3 weeks. In 3, fieldwork was extended to an 11 week period, from 26 August to 9 November, to provide a better representation of journeys. Quotas for returned questionnaires are set overall and by weekday/weekend, journey purpose and station size. All data for a TOC in this Report is weighted up to the number of passenger journeys annually on the TOC and the profile of those journeys by: - weekday/weekend - journey purpose (Commuter, Business, Leisure) - station size (this profile is applied for each TOC building block). The data for number of journeys and profiles by these variables was generated from ORR data (12-13), and informed by ticket sales information and some consultation with TOCs. The stations for each TOC were stratified by number of passengers and a number of stations in each size stratum is sampled. This sample design and weighting ensures that data is representative of all passenger journeys made on each TOC. National results are constructed by combining data for all TOCs together, weighting by number of journeys. From 7 standard region definitions have been used replacing older rail regions. Analysis for the old regions is available on request. For more details of NRPS methodology, visit www.transportfocus.org.uk From, passengers were also offered the choice of completing the questionnaire online. 1.1 Methodology 2
1 1.2 Issues affecting 1.28 fieldwork (Wave 37) Fieldwork for Wave 37 (including boosts) was undertaken between the 1st September and 1th November. There were three separate periods of industrial action during fieldwork; 1st, 2nd and 4th September; 3rd and th October: and 8th and 9th November. These affected a number of shifts across certain TOCs which had to be re-scheduled. Also due to an attempted terrorist attack at Parsons Green underground station on Friday 1th September, a handful of shifts had to be rescheduled due to interviewer concerns over safety. The London Overground Gospel Oak to Barking route was not in operation for the majority of the fieldwork period, only re-opening from the 23rd October. Therefore some shifts initially assigned to this route were moved to other London Overground routes, whilst remaining shifts were re-allocated to the route once the line was reopened. The UK was hit by two large storms in September and October which affected a handful of shifts. The Blaenau Ffestiniog - Llandudno line was also closed due to damage caused by Storm Brian in October, and the line was not re-opened by the end of fieldwork so one shift was cancelled. As with previous waves, planned & unplanned engineering works again meant that some other shifts were also rescheduled, particularly at weekends. Shifts were only rescheduled if the station was closed as a result of the engineering works or bus replacements were in place for all lines. If some trains were still running the shift went ahead as planned. (Wave 36) Fieldwork for Wave 36 (including boosts) was undertaken between th January and th April. No fieldwork took place between 13th - 23rd April due to the Easter holidays. During fieldwork there were issues with two lines, the London Overground Gospel Oak to Barking route was closed until Monday 27th February ; therefore limited shifts were conducted on this line. The Blaenau Ffestiniog - Llandudno line was also closed due to damage caused by Storm Doris, no shifts were conducted on this line. There were two periods of industrial action during fieldwork (Monday 13th March & Saturday 8th April), in most cases the effect of these was limited but a small number of shifts could not go ahead as planned and had to be re-scheduled. On the 23rd February most of the UK was hit by Storm Doris, this did result in a number of shifts not taking part as planned due to serious flooding, trains on lines, bus replacements etc. All shifts were re-arranged. There were two separate incidents of structural damage in stations affecting fieldwork. In March emergency repairs were carried out over a week at Liverpool Lime Street due to a wall falling onto the tracks, this did affect a small number of shifts carried out at this station and also stations with lines running to Liverpool Lime Street. On 12th April shifts were postponed for due to bricks causing damage to the line. Planned & unplanned engineering works again meant that some other shifts were also rescheduled, particularly at weekends. Shifts were only rescheduled if the station was closed as a result of the engineering works or bus replacements were in place for all lines. If some trains were still running the shift went ahead as planned. 1.2 Issues affecting fieldwork 3
1 1.2 Issues affecting 1.28 fieldwork (Wave 3) Fieldwork for Wave 3 (including boosts) was undertaken between the 1st September and th November. Due to industrial action a small number of Southern fieldwork shifts could not go ahead as planned and had to be re-scheduled. The London Overground Gospel Oak to Barking route was not in operation for the whole of the fieldwork period; therefore no fieldwork shifts were conducted on this route. As with previous waves, planned and unplanned engineering works/problems meant that some other shifts were also rescheduled (this particularly affected shifts during weekends). As usual, shifts were only rescheduled if the engineering work caused a station or line closure. Whenever possible the shifts went ahead as planned if there were still train services running. (Wave 34) Fieldwork for Wave 34 (including boosts) was undertaken between the 11th January and th March. Due to poor weather and a resulting landslide affecting particular routes during fieldwork, a small number of fieldwork shifts were unable to be completed and were replaced. Service suspension of services for about two weeks towards the end of fieldwork meant that quite a large number of shifts could not be completed for this TOC. This means that the sample size is lower than normal, although the results are still robust at TOC level. As with previous waves, planned and unplanned engineering works/problems meant that some other shifts were also rescheduled (this particularly affected shifts during weekends). As usual, shifts were only rescheduled if the engineering work caused a station or line closure. Whenever possible the shifts went ahead as planned if there were still train services running. 1.2 Issues affecting fieldwork 4
2 2.1 Overall satisfaction with your journey and station factors At 9% confidence level: + significant increase - significant decrease Satisfaction results for % satisfied/good C71 Overall satisfaction with the. journey Ove (474) rall sa 3 4 11 2 31 83 87 C23 1. Overall satisfaction with the Ove station rall (467) h 4 2 43 23 66 71 C31. Ticket buying facilities Rati (277) ng of 7 8 17 47 22 69 69 C32 Provision of information about. train times/platforms Rati (469) ng of 4 7 1 4 29 74 C33. Upkeep/repair of the station Rati buildings/platforms ng (466) of 9 24 44 18 62 62 C34. Cleanliness Rati (46) ng of 6 22 47 66 71 C36 1. Toilet facilities at the station** Rati (269) ng of 26 1 19 11 - C36 Attitudes and helpfulness of the. Rati staff (339) ng of 4 41 Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied 31 72 71 **Attribute added for the first time in 2.1 Overall satisfaction with your journey and station factors
2 2.1 Station factors (cont'd) At 9% confidence level: + significant increase - significant decrease Satisfaction results for % satisfied/good C37 Connections with other forms. of public transport Rati (398) 4 1 36 76 76 C38 Facilities for car parking. (1) Rati 12 24 28 7 3 33 C39 Overall environment. (468) Rati 23 46 17 63 61 C Your personal security whilst using 2. the station Rati (433) 4 27 42 22 64 69 C Availability of staff at the station 3. (393) Rati 8 12 23 17 7 6 C27 Shelter facilities 1. (379) Rati 7 13 24 3 6 6 C27 Availability of seating 2. (431) Rati 11 22 29 18 47 41 C42 How request to station staff was. handled Ove (8) ra 2 16 24 2 76 84 C28 Choice of shops/eating/drinking 1. facilities available Rati (379) C3 1. Availability of Wi-Fi Rati (24) 21 33 1 12 21 Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied 21 24 14 44 34 29 2.1 Station factors (cont'd) 6
2 2.2 Train factors At 9% confidence level: + significant increase - significant decrease C27 Overall satisfaction with the train 3. Ove 2 3 (481) ra C43 Frequency of the trains on that. route Sati 7 (469) sf C44 Punctuality/reliability (i.e. the train. arriving/departing on time) Sati 8 (4) sf C4 Length of time the journey was. scheduled to take (speed) Sati 1 3 (463) sf C46 Connections with other train. services Sati (38) sf C47 Value for money of the price. of your ticket Sati (429) sf C49 Upkeep and repair of the train. (4) Rati C Provision of information during the. journey Rati (441) C1 Helpfulness and attitude of staff. on train Rati (21) C2. Space for luggage Rati (389) 2 2 4 8 4 4 4 6 2 13 1 13 13 12 16 13 18 18 Satisfaction results for 27 13 16 19 44 49 46 4 43 Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied 43 44 33 39 39 32 33 31 26 24 27 24 26 21 % satisfied/good - 89 64 63 67 69 83 88 78 83 6 82 86 74 78 63 62 7 74 2.2 Train factors 7
2 2.2 Train factors (cont'd) Satisfaction results for % satisfied/good At 9% confidence level: + significant increase - significant decrease C3 Toilet facilities. (221) R 8 26 42 14 6 C36 Comfort of the seats**. (461) R 12 22 77 - Step or gap between the train C36 and the platform** 2. (42) R 4 9 29 18 8 - C Your personal security 3. on 1 board**** R 3 21 4 74 - C9 Cleanliness of the inside 2. (4) R 1 4 11 49 3 84 88 C9 Cleanliness of the outside 3. 1 3 (4) R 1 49 32 81-88 C Availability of staff on the train 4. (334) R 11 11 3 13 48 42 How well train company deals C64 with delays. (6) R 19 13 37 19 12 32 3 C36 Level of crowding** 2. (464) S 2 6 1 42 3 78 - Reliability of the Internet C37 connection*** 3. (226) R 11 21 2 13 38 - C36 Availability of power sockets** 4. (214) R 38 9 24 17 11 28 - Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied **Attribute added for the first time in ***Attribute added for the first time from, so no historical comparisons yet ****Q'naire changes seem to have affected comparisons prior to, so no historic data shown 2.2 Train factors (cont'd) 8
2 2.3 Overall satisfaction with your journey and station factors At 9% confidence level: + significant increase - significant decrease C71 Overall satisfaction with the. journey Ove (1417) rall sa C23 Overall satisfaction with 1. the station Ove 1 (14674) rall h C31 Ticket buying facilities. (786) Rati ng of C32 Provision of information about. train times/platforms Rati (14449) ng of C33 Upkeep/repair of the station. buildings/platforms Rati (1444) ng of C34 Cleanliness. (14419) Rati ng of C36 1. Toilet facilities at the station** Rati (8267) ng of C36 Attitudes and helpfulness of the. Rati staff (334) ng of 2 2 3 2 2 2 4 4 6 7 7 16 1 11 12 1 16 19 Satisfaction results for 17 46 19 47 1 44 41 48 Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied 33 38 36 33 33 29 2 27 16 % satisfied/good 81 78 + 7 84 + 81 73 73 78 77 48-77 76 **Attribute added for the first time in 2.3 Overall satisfaction with your journey and station factors 9
2 2.3 Station factors (cont'd) At 9% confidence level: + significant increase - significant decrease C37 Connections with other forms of. public transport Rati (7) C38 Facilities for car parking. (4) Rati C39 Overall environment. (1462) Rati Your personal security whilst using C the station 2. Rati 1 2 (13442) C Availability of staff at the station 3. (143) Rati C27 Shelter facilities 1. (11913) Rati C27 Availability of seating 2. (1333) Rati C42 How request to station staff was. handled Ove (1987) ra C28 Choice of shops/eating/drinking 1. facilities available Rati (11979) C3 Availability of Wi-Fi 1. (7) Rati 1 3 3 4 4 9 6 9 9 21 12 19 23 33 16 Satisfaction results for 16 21 19 24 14 22 42 22 17 17 3 47 46 Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied 43 18 36 33 62 37 26 24 26 22 18 1 1 12 % satisfied/good 79 + 77 48 48 7 + 72 73 72 68 + 6 72 + 48 47 86 + 83 1 + 4 32 + 28 2.3 Station factors (cont'd)
2 2.4 Train factors At 9% confidence level: + significant increase - significant decrease C27 Overall satisfaction with the train 3. (14762) Ove ra C43 Frequency of the trains on that. route Sati (143) sf C44 Punctuality/reliability (i.e. the train. arriving/departing on time) Sati (14481) sf Length of time the journey C4 was scheduled to take (speed). (14384) Sati sf C46 Connections with other train. services Sati (8649) sf C47 Value for money of the price of. your ticket Sati (1368) sf C49 Upkeep and repair of the train. (1487) Rati C Provision of information during the. journey Rati (13497) C1 Helpfulness and attitude of staff. on Rati train (617) C2 Space for luggage. (16) Rati 2 3 3 2 3 8 7 8 6 6 7 6 16 4 11 11 11 1 1 16 16 18 Satisfaction results for 11 9 29 22 42 36 4 22 2 4 48 44 Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied 3 39 26 36 38 28 31 29 2 26 2 17 1 % satisfied/good 77-79 73 73 73 + 69 76 + 74 43 43 74 7 73 + 68 6 + 6 4 + 1 2.4 Train factors 11
2 2.4 Train factors (cont'd) Satisfaction results for % satisfied/good At 9% confidence level: + significant increase - significant decrease C3 Toilet facilities. (68) Ra 26 1 19 28 12 39 + 3 Comfort of the seats** C36 (14131). Ra 4 9 21 48 17 6 - Step or gap between the train C36 and the platform** 2. (13631) Ra 4 8 27 4 17 62 - Your personal security C on board**** 3. (134) Ra 1 3 23 49 2 73 - C9 Cleanliness of the inside 2. (14) Ra 2 8 14 49 27 76 77 Cleanliness of the outside C9 (13262) 3. Ra 2 18 49 26 7 7 Availability of staff on the train C (92) 4. Ra 18 1 24 12 37 + 3 How well train company deals with C64 delays. (34) Ra 14 17 34 26 9 3 33 C36 Level of crowding** 2. (1439) Sa 8 11 13 36 32 68 - Reliability of the Internet C37 connection*** 3. (611) Ra 39 18 1 19 9 28 - C36 Availability of power sockets** 4. (6399) Ra 2 14 13 11 2 - Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied **Attribute added for the first time in ***Attribute added for the first time from, so no historical comparisons yet ****Q'naire changes seem to have affected comparisons prior to, so no historic data shown 2.4 Train factors (cont'd) 12
2 2. TOC versus sector performance versus Overall sample size 27168 TOC Sector TOC Index Overall satisfaction with the journey 83 4% STATION FACILITIES Overall satisfaction with the station 66 83% Ticket buying facilities 69 78 88% Provision of information about train times/platforms 74 84 89% Upkeep/repair of the station buildings/platforms 62 73 8% Cleanliness 66 78 8% Toilet facilities at the station 48 84% Attitudes and helpfulness of the staff 72 77 93% Connections with other forms of public transport 76 79 96% Facilities for car parking 3 48 73% Overall environment 63 7 84% Your personal security whilst using the station 64 73 88% Availability of staff at the station 7 68 84% Shelter facilities 6 72 77% Availability of seating 47 48 97% How request to station staff was handled 76 86 88% Choice of shops/eating/drinking facilities available 44 1 8% Availability of Wi-Fi 34 32 6% TRAIN FACILITIES Overall satisfaction with the train 77 4% Frequency of the trains on that route 64 73 88% Punctuality/reliability (i.e. the train arriving/departing on time) 67 73 93% Length of time the journey was scheduled to take (speed) 83 4% Connections with other train services 78 76 2% Value for money of the price of your ticket 6 43 139% Upkeep and repair of the train 82 74 1% Provision of information during the journey 74 73 1% Helpfulness and attitude of staff on train 63 6 4% Space for luggage 7 4 139% Toilet facilities 6 39 142% Comfort of the seats 77 6 118% Step or gap between the train and the platform 8 62 94% Your personal security on board 74 73 1% Cleanliness of the inside 84 76 1% Cleanliness of the outside 81 7 8% Availability of staff on the train 48 37 131% How well train company deals with delays 32 3 91% Level of crowding 78 68 11% Reliability of the Internet connection 38 28 136% Availability of power sockets 28 2 114% 2. TOC versus sector performance 13
2 2.6 Results by route Building Block/ route data for Overall sample size 27168 Heathrow Connect Overall satisfaction with the journey 83 STATION FACILITIES Overall satisfaction with the station 66 Ticket buying facilities 69 Provision of information about train times/platforms 74 Upkeep/repair of the station buildings/platforms 62 Cleanliness 66 Toilet facilities at the station Attitudes and helpfulness of the staff 72 Connections with other forms of public transport 76 Facilities for car parking 3 Overall environment 63 Your personal security whilst using the station 64 Availability of staff at the station 7 Shelter facilities 6 Availability of seating 47 How request to station staff was handled 76 Choice of shops/eating/drinking facilities available 44 Availability of Wi-Fi 34 TRAIN FACILITIES Overall satisfaction with the train Frequency of the trains on that route 64 Punctuality/reliability (i.e. the train arriving/departing on time) 67 Length of time the journey was scheduled to take (speed) 83 Connections with other train services 78 Value for money of the price of your ticket 6 Upkeep and repair of the train 82 Provision of information during the journey 74 Helpfulness and attitude of staff on train 63 Space for luggage 7 Toilet facilities 6 Comfort of the seats 77 Step or gap between the train and the platform 8 Your personal security on board 74 Cleanliness of the inside 84 Cleanliness of the outside 81 Availability of staff on the train 48 How well train company deals with delays 32 Level of crowding 78 Reliability of the Internet connection 38 Availability of power sockets 28 2.6 Results by route 14
3 3.1 Overall satisfaction and station factors trend charts Percentage satisfaction with aspects of station where boarded Overall satisfaction with the journey 9 9 Overall satisfaction with the station (474) (467) Percentage of passengers satisfied to Percentage of passengers satisfied to 9 9 8 7 6 6 4 3 2 1 8 7 6 6 4 3 2 1 N.B. Benchmarks and targets are only shown for applicable factors 3.1 Overall satisfaction and station factors 1
3 3.1 Station factors trend charts Ticket buying facilities Provision of information about train times/platforms Upkeep/repair of the station buildings/platforms (277) (469) (466) Percentage of passengers satisfied to Percentage of passengers satisfied to Percentage of passengers satisfied to 9 9 9 9 9 9 8 8 8 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 2 2 2 1 1 1 N.B. Benchmarks and targets are only shown for applicable factors 3.1 Station factors trend charts 16
3 3.1 Station factors trend charts Cleanliness Toilet facilities at the station** Attitudes and helpfulness of the staff (46) (269) (339) Percentage of passengers satisfied to Percentage of passengers satisfied to Percentage of passengers satisfied to 9 9 9 9 9 9 8 8 8 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 2 2 2 1 1 1 N.B. Benchmarks and targets are only shown for applicable factors **Attribute added for the first time in 3.1 Station factors trend charts 17
3 3.1 Station factors trend charts Connections with other forms of public transport Facilities for car parking Overall environment (398) (1) (468) Percentage of passengers satisfied to Percentage of passengers satisfied to Percentage of passengers satisfied to 9 9 9 9 9 9 8 8 8 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 2 2 2 1 1 1 N.B. Benchmarks and targets are only shown for applicable factors 3.1 Station factors trend charts 18
3 3.1 Station factors trend charts Your personal security whilst using the station Availability of staff at the station Shelter facilities (433) (393) (379) Percentage of passengers satisfied to Percentage of passengers satisfied to Percentage of passengers satisfied to 9 9 9 9 9 9 8 8 8 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 2 2 2 1 1 1 N.B. Benchmarks and targets are only shown for applicable factors 3.1 Station factors trend charts 19
3 3.1 Station factors trend charts Availability of seating How request to station staff was handled Choice of shops/eating/drinking facilities available (431) (8) (379) Percentage of passengers satisfied to Percentage of passengers satisfied to Percentage of passengers satisfied to 9 9 9 9 9 9 8 8 8 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 2 2 2 1 1 1 N.B. Benchmarks and targets are only shown for applicable factors 3.1 Station factors trend charts
3 3.1 Station factors trend charts Availability of Wi-Fi (24) Percentage of passengers satisfied to 9 9 8 7 6 6 4 3 2 1 N.B. Benchmarks and targets are only shown for applicable factors 3.1 Station factors trend charts 21
3 3.2 Train factors trend charts Percentage satisfaction with aspects of train Overall satisfaction with the train Frequency of the trains on that route (481) (469) Percentage of passengers satisfied to Percentage of passengers satisfied to 9 9 9 9 8 8 7 7 6 6 6 6 4 4 3 3 2 2 1 1 N.B. Benchmarks and targets are only shown for applicable factors 3.2 Train factors trend charts 22
3 3.2 Train factors trend charts Punctuality/reliability (i.e. the train arriving/departing on time) Length of time the journey was scheduled to take (speed) Connections with other train services (4) (463) (38) Percentage of passengers satisfied to Percentage of passengers satisfied to Percentage of passengers satisfied to 9 9 9 9 9 9 8 8 8 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 2 2 2 1 1 1 N.B. Benchmarks and targets are only shown for applicable factors 3.2 Train factors trend charts 23
3 3.2 Train factors trend charts Value for money of the price of your ticket Comfort of the seats** Upkeep and repair of the train (429) (461) (4) Percentage of passengers satisfied to Percentage of passengers satisfied to Percentage of passengers satisfied to 9 9 9 9 9 9 8 8 8 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 2 2 2 1 1 1 N.B. Benchmarks and targets are only shown for applicable factors **Attribute added for the first time in 3.2 Train factors trend charts 24
3 3.2 Train factors trend charts Provision of information during the journey Helpfulness and attitude of staff on train Space for luggage (441) (21) (389) Percentage of passengers satisfied to Percentage of passengers satisfied to Percentage of passengers satisfied to 9 9 9 9 9 9 8 8 8 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 2 2 2 1 1 1 N.B. Benchmarks and targets are only shown for applicable factors 3.2 Train factors trend charts 2
3 3.2 Train factors trend charts Toilet facilities Step or gap between the train and the platform** Level of crowding** (221) (42) (464) Percentage of passengers satisfied to Percentage of passengers satisfied to Percentage of passengers satisfied to 9 9 9 9 9 9 8 8 8 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 2 2 2 1 1 1 N.B. Benchmarks and targets are only shown for applicable factors **Attribute added for the first time in 3.2 Train factors trend charts 26
3 3.2 Train factors trend charts Availability of power sockets** Your personal security on board**** Cleanliness of the inside (214) (447) (4) Percentage of passengers satisfied to Percentage of passengers satisfied to Percentage of passengers satisfied to 9 9 9 9 9 9 8 8 8 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 2 2 2 1 1 1 N.B. Benchmarks and targets are only shown for applicable factors **Attribute added for the first time in ****Q'naire changes seem to have affected comparisons prior to, so no historic data shown 3.2 Train factors trend charts 27
3 3.2 Train factors trend charts Cleanliness of the outside Availability of staff on the train How well train company deals with delays (4) (334) (6) Percentage of passengers satisfied to Percentage of passengers satisfied to Percentage of passengers satisfied to 9 9 9 9 9 9 8 8 8 7 7 7 6 6 6 6 6 6 4 4 4 3 3 3 2 2 2 1 1 1 N.B. Benchmarks and targets are only shown for applicable factors 3.2 Train factors trend charts 28
4 4.1 Managed versus non-managed At 9% confidence level: + significant increase - significant decrease Managed versus non-managed stations for (% of passenger journeys originating from each type of station) Overall Total Stations managed by TOC Stations not managed by TOC A = National hub B = Regional hub 17% % 17% C = Important feeder D = Medium staffed % 3% % 3% E = Small staffed F = Small unstaffed 12% 12% Not categorised % % 22% 14% 22% 14% (% of passengers saying satisfied/good) Stations managed by TOC significant difference Stations not managed by TOC Overall satisfaction with the station - 66 Ticket buying facilities - 69 Provision of information about train times/platforms - 74 Upkeep/repair of the station buildings/platforms - 62 Cleanliness - 66 Toilet facilities at the station** - Attitudes and helpfulness of the staff - 72 Connections with other forms of public transport - 76 Facilities for car parking - 3 Overall environment - 63 Your personal security whilst using the station - 64 Availability of staff at the station - 7 Shelter facilities - 6 Availability of seating - 47 How request to station staff was handled - 76 Choice of shops/eating/drinking facilities available - 44 Availability of Wi-Fi - 34 **Attribute added for the first time in 4.1 Managed versus non-managed 29
.1 TOC weekday/weekend satisfaction scores At 9% confidence level: + significant increase - significant decrease Weekday Weekend Overall sample size 27168 significant change significant change Overall satisfaction with the journey 79 84 92 9 STATION FACILITIES Overall satisfaction with the station 66 67 66 79 Ticket buying facilities 71 6 64 76 Provision of information about train times/platforms 73 67 78 78 Upkeep/repair of the station buildings/platforms 6 9 66 68 Cleanliness 64 72 74 Toilet facilities at the station** - 41 - Attitudes and helpfulness of the staff 69 68 77 79 Connections with other forms of public transport 72 71 86 88 Facilities for car parking 32 28 44 49 Overall environment 61 7 68 71 Your personal security whilst using the station 63 66 68 76 Availability of staff at the station 7 7 Shelter facilities 6 4 4 62 Availability of seating 47 + 39 4 47 How request to station staff was handled 77 87 97 Choice of shops/eating/drinking facilities available 47 + 3 3 4 Availability of Wi-Fi 34 29 34 27 TRAIN FACILITIES Overall satisfaction with the train 78-86 8-96 Frequency of the trains on that route 61 9 73 71 Punctuality/reliability (i.e. the train arriving/departing on time) 61 64 84 84 Length of time the journey was scheduled to take (speed) - 86 91 91 Connections with other train services 73 79 9 93 Value for money of the price of your ticket 3 76 67 Upkeep and repair of the train 84 87 92 Provision of information during the journey 7 76 71 82 Helpfulness and attitude of staff on train 62 7 6 72 Space for luggage 7 72 77 78 Toilet facilities 48 48 + 4 Comfort of the seats** 7-82 - Step or gap between the train and the platform** 7-61 - Your personal security on board**** 72-79 - Cleanliness of the inside 81 87 89 9 Cleanliness of the outside 79 8 84 9 Availability of staff on the train 46 2 49 How well train company deals with delays 29 36 44 28 Level of crowding** 74-86 - Reliability of the Internet connection*** 38-41 - Availability of power sockets** 28-26 - **Attribute added for the first time in ***Attribute added for the first time from, so no historical comparisons yet ****Q'naire changes seem to have affected comparisons prior to, so no historic data shown.1 TOC weekday/weekend satisfaction scores
.2 Sector weekday/weekend satisfaction scores At 9% confidence level: + significant increase - significant decrease Weekday Weekend Overall sample size 27168 significant change significant change Overall satisfaction with the journey 79 78 86 88 STATION FACILITIES Overall satisfaction with the station 79 81-8 Ticket buying facilities 78 + 7 78 77 Provision of information about train times/platforms 84 + 8 84 Upkeep/repair of the station buildings/platforms 72 72 7 7 Cleanliness 77 76 81 Toilet facilities at the station** 48 - - Attitudes and helpfulness of the staff 77 + 7 79 Connections with other forms of public transport + 77 77 7 Facilities for car parking 47 46 4 7 Overall environment 74 + 72 77 76 Your personal security whilst using the station 73 72 7 74 Availability of staff at the station 68 + 6 6 66 Shelter facilities 72 + 69 73 72 Availability of seating 47 4 4 3 How request to station staff was handled 87 + 82 8 84 Choice of shops/eating/drinking facilities available 1 + 4 + 48 Availability of Wi-Fi 31 + 27 34 TRAIN FACILITIES Overall satisfaction with the train 76-77 83-87 Frequency of the trains on that route 73 72 7 77 Punctuality/reliability (i.e. the train arriving/departing on time) 71 + 67 82 83 Length of time the journey was scheduled to take (speed) 79 78 84 86 Connections with other train services 7 + 73 79 Value for money of the price of your ticket 6 7 Upkeep and repair of the train 73 74 81 Provision of information during the journey 73 + 67 76 74 Helpfulness and attitude of staff on train 9 + 66 6 Space for luggage 3 + 61 8 Toilet facilities 38 + 34 4 Comfort of the seats** 63-73 - Step or gap between the train and the platform** 61-66 - Your personal security on board**** 73-77 - Cleanliness of the inside 7 76 82 82 Cleanliness of the outside 73 74 82 82 Availability of staff on the train 36 + 34 How well train company deals with delays 34 32 4 41 Level of crowding** 66-76 - Reliability of the Internet connection*** 27-3 - Availability of power sockets** 23-32 - **Attribute added for the first time in ***Attribute added for the first time from, so no historical comparisons yet ****Q'naire changes seem to have affected comparisons prior to, so no historic data shown.2 Sector weekday/weekend satisfaction scores 31
6 6.1 Passenger experience of delays Overall sample size 27168 Heathrow Connect London and South East Heathrow Connect London and South East LENGTH OF DELAY No delay 73 Up to minutes delay 1 14 6- minutes delay 7 11-1 minutes delay 3 3 16- minutes delay 1 2 21- minutes delay 1 1 31-6 minutes delay 1 Over 6 minutes delay 1 Don't know/no answer 3 2 AMOUNT OF INFORMATION PROVIDED ABOUT THE DELAY SPEED WITH WHICH INFORMATION WAS PROVIDED Very well 14 Very well 13 13 Fairly well 24 Fairly well 24 31 Neither well nor poorly 18 Neither well nor poorly 23 22 Fairly poorly 2 21 Fairly poorly 18 1 Very poorly 19 19 Very poorly 22 18 ACCURACY OF INFORMATION GIVEN ABOUT THE DELAY TIME TAKEN TO RESOLVE THE PROBLEM Very well 1 14 Very well 9 9 Fairly well 26 Fairly well 31 22 Neither well nor poorly 19 Neither well nor poorly 16 32 Fairly poorly 2 18 Fairly poorly 18 1 Very poorly 16 18 Very poorly 26 21 USEFULNESS OF THE INFORMATION AVAILABILITY OF ALTERNATIVE TRANSPORT IF THE Very well 18 13 TRAIN SERVICE COULD NOT CONTINUE Fairly well 2 28 Very well 7 Neither well nor poorly 18 2 Fairly well 16 Fairly poorly 22 17 Neither well nor poorly 12 23 Very poorly 17 17 Fairly poorly 22 Very poorly 38 37 6.1 Passenger experience of delays 32
7 7.1 General sample profile Overall sample size 27168 Heathrow Connect London and South East Heathrow Connect London and South East DISABILITY OR LONG TERM ILLNESS JOURNEY PURPOSE Vision 1 Commuter Hearing 2 1 Business 12 1 Mobility 2 3 Leisure 38 34 Dexterity Learning or understanding or concentrating - Memory WEEKDAY/WEEKEND Mental health 1 3 Weekday 71 84 Stamina or breathing or fatigue 1 2 Weekend 29 16 Socially or behaviourally Other 1 2 None 86 86 TIME OF TRAVEL No answer 7 4 Peak 18 22 Off-Peak 82 78 GENDER ASKED FOR HELP OR INFORMATION Male 49 41 Yes asked for help 14 7 Female 44 4 Yes asked for information 7 Prefer another term Could not find anyone to ask 3 3 No/didn`t need help/information 71 84 AGE 16-18 2 2 TRAVELLING WITH 19-2 8 7 Heavy/bulky luggage/other large items 19 26-34 19 1 Pushchair/buggy/pram 1 3-44 17 17 Folding bicycle 4-4 22 Non-folding bicycle 1 1-9 11 Dog 6-64 8 9 Wheelchair 1 1 6+ 12 14 Helper Mobility scooter - ETHNIC GROUP OF PASSENGERS None apply 71 83 White 66 82 Mixed 3 2 Asian or Asian British 14 4 Black or Black British 6 4 Chinese or other ethnic group 3 3 7.1 General sample profile 33
7 7.1 General sample profile (cont'd) Overall sample size 27168 Heathrow Connect London and South East TYPE OF TICKET USED FOR JOURNEY Anytime single/return 17 9 Anytime day single/return 8 Off-peak/super off-peak single/return 2 8 Off-peak/super off-peak day single/return 2 7 Advance 1 4 Day travelcard 3 Oyster pay as you go 23 16 Weekly or monthly season ticket (including travelcard/travelcard on oyster) 18 1 Annual season ticket (including travelcard/travelcard on oyster) 6 Special promotion ticket 1 Rail staff pass/privilege ticket/police concession 2 2 Free travel pass (e.g. Freedom pass) 13 7 Other 6 7 Don't know/ no answer 3 1 7.1 General sample profile (cont'd) 34
7 7.2 Station sample sizes Station sample sizes for Overall sample size 27168 Unweighted London Paddington 223 Hayes And Harlington 73 Ealing Broadway Heathrow Airport T123 37 Heathrow Terminal 3 Southall Hanwell 29 West Ealing 19 Heathrow Terminal 4 2 7.2 Station sample sizes 3
7 7.3 Weighted sample profile *Part of the Govia Thameslink Railway franchise **The following TOCs were rebranded in : Greater Anglia (from Abellio Greater Anglia), Northern (from Northern Rail), TransPennine Express (from First TransPennine Express) *** South Western Railway rebranded from South West Trains in Annual journeys ('s) Commute Journey Purpose Day of Week Station Size Business Leisure Weekday Weekend Very large Large Medium Small Sample size 2618 737 3284 1197 282 336 782 689 6811 293 Arriva Trains Wales 3147 31 9 81 19 22 26 26 26 c2c 43331 67 6 27 86 14 2 17 31 27 Chiltern Railways 24 38 2 37 82 18 3 8 28 29 CrossCountry 37216 1 28 7 78 22 26 22 26 26 East Midlands Trains 28 23 28 49 82 18 23 23 26 28 Gatwick Express* 876 1 44 78 22 69 31 Great Northern* 3116 47 28 2 89 11 23 2 2 27 Great Western Railway 392 71 29 22 24 28 2 Greater Anglia** 89311 47 21 32 86 14 13 27 London Midland 696 13 46 8 1 27 16 31 2 London Overground 18879 61 3 37 23 2 27 26 Merseyrail 44284 38 1 61 23 24 27 26 Northern** 987 38 9 3 76 24 22 27 26 2 ScotRail 94239 39 13 47 26 18 2 South Western Railway*** 23681 3 1 32 8 1 27 27 26 Southeastern 177793 17 28 87 13 19 26 26 Southern* 1866 1 1 34 9 28 26 26 TfL Rail 3926 62 3 3 82 18 26 22 24 28 Thameslink* 82326 43 2 32 83 17 18 29 26 26 TransPennine Express** 29 26 13 61 82 18 23 23 27 28 Virgin Trains 3698 11 23 66 81 19 28 7 36 29 Virgin Trains East Coast 286 9 32 9 7 2 29 14 27 7.3 Weighted sample profile 36
7 7.4 Unweighted sample profile *Part of the Govia Thameslink Railway franchise **The following TOCs were rebranded in : Greater Anglia (from Abellio Greater Anglia), Northern (from Northern Rail), TransPennine Express (from First TransPennine Express) *** South Western Railway rebranded from South West Trains in Sample size Commute Journey Purpose Day of Week Station Size Business Leisure Weekday Weekend Very large Large Medium Small Sample size 2618 737 3284 1197 282 336 782 689 6811 293 Arriva Trains Wales 11 28 62 73 27 26 19 28 28 c2c 11 66 29 92 8 16 29 2 Chiltern Railways 6 4 1 92 8 26 9 39 26 CrossCountry 1262 28 17 81 19 36 19 2 21 East Midlands Trains 33 3 22 43 81 19 2 38 18 Gatwick Express* 461 26 44 92 8 82 18 Great Northern* 67 2 12 36 93 7 34 19 29 18 Great Western Railway 162 17 44 91 9 32 23 32 13 Greater Anglia** 1334 37 12 1 86 14 3 8 3 22 London Midland 93 46 44 8 1 3 21 29 14 London Overground 1621 61 4 34 86 14 18 2 38 Merseyrail 814 4 46 91 9 26 39 23 13 Northern** 171 38 6 7 73 27 24 24 2 28 ScotRail 1419 44 46 83 17 38 2 22 14 South Western Railway*** 1988 42 48 82 18 34 31 1 Southeastern 16 3 8 38 91 9 29 23 18 Southern* 1326 49 42 84 16 19 36 29 17 TfL Rail 226 73 6 21 97 3 34 37 24 Thameslink* 1128 3 11 36 93 7 28 34 19 TransPennine Express** 47 18 1 9 24 28 27 22 Virgin Trains 1219 22 29 48 8 1 38 7 29 2 Virgin Trains East Coast 89 17 29 4 94 6 32 24 24 21 7.4 Unweighted sample profile 37
8 8.1 Standard reports produced for NRPS The following reports are produced each wave: At a glance for each TOC Short summary reports showing headline results Full Report Summary tables for all TOCs (including comparison with one year previously), trend tables for last waves by TOC, trend charts for the main NRPS factors, peak vs off-peak analysis for LSE TOCs. Multivariate Report Multivariate analysis showing drivers of satisfaction and dissatisfaction nationally, by sector and by TOC for latest two NRPS waves combined. PTE Report NRPS reports for all PTEs (exactly the same format as TOC reports). Rankings Report Results since wave showing satisfaction score for each TOC by factor, significant changes since one year earlier, national rank and rank in TOC type. Stakeholder Report Stations Report Summary national trend charts for all main factors, trend charts by age/journey purpose & gender, summary results for leisure/business passengers & commuters, one page for each factor showing national trend and results for all TOCs, Government Office Region charts for each factor and simple tables for some questions that are not included in the main NRPS report. Percentage of passengers satisfied by each main factor for last waves for all Network Rail stations covered by NRPS during that time period. TOC Report Virtual TOC Report Tables and graphs showing results for TOC (including comparisons with one year previously and with relevant sector), trend charts for all factors (including sector and benchmark (if relevant) comparisons), summary profile of passengers surveyed, station sample sizes for TOC and sample composition & weighting. NRPS reports for TOCs that used to exist or that are planned to exist in the future (exactly the same format as TOC reports). 8.1 Standard reports produced for NRPS 38
8 8.2 Rail sectors Sector definitions The sector results used in this report contain the following TOCs (non-franchised operators are excluded): Operators Long Distance Operators c2c Chiltern Railways Gatwick Express* Great Northern* Great Western Railway Greater Anglia London Midland London Overground South Western Railway Southeastern Southern* TfL Rail Thameslink* CrossCountry East Midlands Trains TransPennine Express Virgin Trains Virgin Trains East Coast Regional Operators Arriva Trains Wales Merseyrail Northern ScotRail The following TOCs were rebranded in : - Greater Anglia (from Abellio Greater Anglia) - Northern (from Northern Rail) - TransPennine Express (from First TransPennine Express) - Hull Trains (from First Hull Trains) South Western Railway rebranded from South West Trains in * Part of the Govia Thameslink Railway franchise 8.2 Rail sectors 39
8 8.3 How routes are defined How are routes defined The routes have been defined in conjunction with the train companies. By TOC the areas covered by each route are as follows: The following TOCs were rebranded in : - Greater Anglia (from Abellio Greater Anglia) - Northern (from Northern Rail) - TransPennine Express (from First TransPennine Express) - Hull Trains (from First Hull Trains) c2c: Tilbury line Journeys on the London Fenchurch Street Southend Central (via Tilbury Town) and Fenchurch Street Grays lines. Chiltern Railways: Commuter Journeys on the London Marylebone Banbury route, including services London Marylebone - stations south of Banbury (via Wembley Stadium). Also includes London Marylebone Aylesbury (via High Wycombe) and Aylesbury Princes Risborough services, but not London Marylebone Oxford. Chiltern Railways: Metro Journeys on the Aylesbury/Aylesbury Vale Parkway London line (via Amersham). Chiltern Railways: Oxford Journeys on London Marylebone Oxford services. South Western Railway rebranded from South West Trains in Arriva Trains Wales: Cardiff & Valleys Chiltern Railways: West Midlands Journeys on the Valley lines around Cardiff. Journeys on the West Midlands London Marylebone services, including London Stratford-Upon-Avon and a few services that do not go to/from London. East Midlands Trains: London Journeys on the London Sheffield and London Nottingham routes. Also includes London Corby services. Gatwick Express* Fast Gatwick Express services Gatwick London Victoria (including peak extensions to/from Brighton). Grand Central: London - Bradford Journeys on London King's Cross - Bradford Interchange route. Grand Central: London - Sunderland Journeys on London King's Cross - Sunderland route. Great Northern* Journeys on the Peterborough/King's Lynn - London King's Cross/Moorgate route. Arriva Trains Wales: Interurban Journeys on the Fishguard Harbour Manchester Piccadilly, Milford Haven Manchester Piccadilly, and Holyhead Cardiff Central lines. Arriva Trains Wales: Mid Wales & Borders Journeys on the Pwllheli/Aberystwyth Birmingham International, Shrewsbury Crewe, and Holyhead Birmingham International lines. Arriva Trains Wales: North Wales & Borders Journeys on the Llandudno Manchester Piccadilly, Bidston Wrexham Central, Chester Crewe, and Llandudno/Llandudno Junction - Blaenau Ffestiniog lines. Arriva Trains Wales: South Wales & Borders/West Wales Journeys on the Swansea Shrewsbury, Maesteg Cheltenham Spa, Pembroke Docks Swansea, Swansea Cardiff Central, and Cardiff Central Ebbw Vale Town lines. c2c: Southend line Journeys on the London Fenchurch Street Shoeburyness/Southend Central line (via Basildon). CrossCountry: East West Journeys on routes Birmingham Leicester, Birmingham Cambridge and Stansted Airport, and Nottingham/Derby Bristol/Cardiff. CrossCountry: North-South Manchester Journeys on route Manchester to/from the South West and South Coast. CrossCountry: North-South Scotland & North East Journeys on route Scotland/North East England to/from the South West/South Coast. East Midlands Trains: Liverpool - Norwich Journeys on the Liverpool - Norwich route. East Midlands Trains: Local Journeys on local rail lines around Nottingham, Derby and Lincoln (excluding Liverpool Norwich, London Sheffield and London Nottingham services). Great Western Railway: Long distance Journeys on long distance services. Great Western Railway: London Thames Valley Journeys on relatively short distance services in and around the Thames Valley. Great Western Railway: West Journeys on (generally) short distance rural rail lines in the West of England. Greater Anglia: Intercity London Norwich journeys, plus a few shorter workings (like an early morning Colchester to Norwich service). Greater Anglia: Main line Journeys on outer suburban Great Eastern services London - Ipswich, plus branches to Harwich, Clacton, Walton, Sudbury, Southminster and Braintree. Also includes journeys on London - Southend Victoria service. * Part of the Govia Thameslink Railway franchise 8.3 How routes are defined
8 8.3 How routes are defined (cont'd) Greater Anglia: Rural Journeys on Ipswich Felixstowe, Lowestoft, Cambridge and Peterborough rail lines, plus Norwich to Lowestoft, Yarmouth, Sheringham and Cambridge lines. Greater Anglia: Stansted Journeys on Stansted Express, on Greater Anglia trains which start or end at Stansted Airport where the passenger has an origin or destination of the airport. Greater Anglia: West Anglia Journeys on London Hertford East, London Cambridge, London King s Lynn, Cambridge Kings s Lynn and Cambridge - Stansted Airport. Also passengers using Stansted Express for journeys not travelling to or from Stansted Airport. : All journeys. London Overground: Highbury & Islington Croydon/ Clapham Junction Journeys on the Highbury & Islington West Croydon and Highbury & Islington - Clapham Junction lines. London Overground: Richmond/Clapham Junction Stratford Journeys on the Richmond Stratford and Clapham Junction Willesden Junction/Stratford rail lines. London Overground: Watford Euston Journeys on the London Euston Watford line. London Overground: West Anglia Journeys on West Anglia routes London - Enfield Town, London - Chingford, London - Cheshunt and Romford - Upminster. ScotRail: Interurban Journeys on longer distance rail lines between urban areas. ScotRail: Rural Journeys on predominantly rural rail lines. ScotRail: Strathclyde Journeys on local rail lines within Strathclyde. ScotRail: Urban Shorter distance journeys on predominantly urban rail lines, within urban areas that are not covered by the Strathclyde route. Heathrow Express: All Heathrow Express journeys. Merseyrail: Northern Journeys on the Hunts Cross Southport/Ormskirk rail line. Southeastern: High speed Journeys on high speed trains to/from London St. Pancras. Hull Trains: All Hull Trains journeys. Merseyrail: Wirral Journeys on the central Liverpool West Kirby, New Brighton, Chester and Ellesmere Port rail lines. Southeastern: Main line Journeys on (generally) main line routes London Kent lines. London Midland: London Commuter Journeys on London Euston Milton Keynes Northampton services. Also journeys on Bedford Bletchley, and Watford Junction St Albans Abbey routes. London Midland: West Coast Journeys on London Euston Crewe/Liverpool Lime Street, London Euston Birmingham New Street (mainly passengers to/from Birmingham New Street, Coventry or Rugby), and Birmingham New Street - Liverpool Lime Street routes. London Midland: West Midlands Journeys on several rail lines in and around Birmingham New Street. Northern: Central Journeys on several lines in and around Manchester. Northern: East Journeys on several lines in and around Leeds, Doncaster and Sheffield. Northern: North East Journeys on lines in and around Newcastle. Southeastern: Metro Journeys on rail lines that are within London. Southern: Metro* Journeys on rail lines that are within London. Southern: Sussex Coast* Journeys London Sussex (and beyond). London Overground: Gospel Oak Barking Journeys on the Gospel Oak Barking line. Northern: West Journeys on lines in and around Liverpool and Preston. South Western Railway: Island line Journeys starting from stations on the Isle of Wight. * Part of the Govia Thameslink Railway franchise 8.3 How routes are defined (cont'd) 41
8 8.3 How routes are defined (cont'd) South Western Railway: Longer distance Journeys starting on longer distance routes that generally go to or from London, but where the vast majority of the journey is outisde London. South Western Railway: Metro Journeys on routes that are mainly or wholly within London. Virgin Trains: London - Birmingham Scotland Journeys on London - Birmingham Scotland services. Virgin Trains: London Liverpool Journeys on London Liverpool services. South Western Railway: Outer Suburban and Local Journeys on routes that go outside London, but which are within commuter travelling distance of London. Also journeys on local routes that are generally not on main lines that are wholly outside London. TfL Rail Journeys on London Shenfield metro service. Virgin Trains: London Manchester Journeys on London Manchester services. Virgin Trains: London North Wales Journeys on London Holyhead/North Wales services. Thameslink: Loop* Journeys on Thameslink loop trains (via Wimbledon and Sutton) from/to as far north as Luton or St Albans. Virgin Trains: London Scotland Journeys on London Glasgow/Scotland services. Also includes London - Blackpool services. Thameslink: Kent* Journeys on the Bedford - Kent route (including Denmark Hill & Sevenoaks, West Dulwich & Orpington route). Virgin Trains: London Wolverhampton/Shrewsbury Journeys on London Wolverhampton/Shrewsbury services. Thameslink: North/South* Journeys on the Brighton Bedford route. Virgin Trains East Coast: London Leeds and West Yorkshire Journeys on London Leeds, London Harrogate, London Bradford Foster Square, and London Skipton services. TransPennine Express: North Journeys on rail lines between Liverpool Lime Street/Manchester/ Manchester Airport and Hull, Scarborough, Middlesbrough, and Newcastle. TransPennine Express: North West Journeys on rail lines between Manchester Airport & Manchester and Carlisle, Preston, Lancaster, Glasgow and Edinburgh. Virgin Trains East Coast: London Newcastle/Sunderland and East Yorkshire Journeys on London Newcastle, London Sunderland, London York, London Hull, and London Lincoln services. Virgin Trains East Coast: London - Scotland Journeys on London Scotland services, and Leeds Scotland services. TransPennine Express: South Journeys on rail lines between Manchester Airport/Manchester and Cleethorpes. * Part of the Govia Thameslink Railway franchise 8.3 How routes are defined (cont'd) 42
Reference: TOC report Contacts: David Greeno Transport Focus Fleetbank House 2-6 Salisbury Square London, EC4Y 8JX Tel: 123 837 Email: david.greeno@transportfocus.org.uk Pam Armstrong Chime Insight & Engagement Group th Floor, Holborn Gate 26, Southampton Buildings London WC2A 1AH Tel: 7 861 3282 Email: pam.armstrong@cie.uk.com Transport Focus is the operating name of the Passengers' Council. This survey was published in January 18. Transport Focus 18.