National Rail Passenger Survey Arriva Trains Wales TOC Report Spring 2017 (Wave 36)

National Rail Passenger Survey TOC Report 17 (Wave 36) 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 29 1.2 Issues affecting fieldwork 3.2 Weekday/weekend satisfaction for Regional 2 Key results 6 Passenger experience with service 2.1 Overall satisfaction and station factor results for Arriva Trains Wales 6.1 Passenger experience of delays 31 2.2 Train factor results for 7 2.3 Overall satisfaction and station factor results for Regional 9 2.4 Train factor results for Regional 11 7 Sample profile 2. versus Regional performance 13 7.1 Sample profile for versus Regional 32 2.6 Results by route for 14 7.2 Station sample sizes for 34 3 Passenger satisfaction trend charts 3.1 Overall satisfaction and station factor results for Arriva Trains Wales 1 3.2 Train factor results for 21 7.3 Weighted sample composition for all TOCs 3 7.4 Unweighted sample composition for all TOCs 36 8 Technical appendix 4 Managed versus non-managed stations 8.1 Standard reports produced for NRPS 37 8.2 Rail sectors 38 Network Rail categorisation and station factor results for Arriva 4.1 28 8.3 How routes are defined 39 Trains Wales 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 17, passengers were also offered the chance to complete the questionnaire online. 1.1 Methodology 2

1 1.2 Issues affecting 1.28 fieldwork 17 (Wave 36) Fieldwork for Wave 36 (including boosts) was undertaken between th January and th April 17. 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 Heathrow Connect 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. (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. 1.2 Issues affecting fieldwork 3

1 1.2 Issues affecting 1.28 fieldwork (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 Heathrow Connect 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. (Wave 33) Fieldwork for Wave 33 (including boosts) was undertaken between the 1st September and 12th November. 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 C71. Overall satisfaction with the Ove journey rall (122) sa 2 C23 1. Overall satisfaction with Ove the 2 station rall (1) h C31. Ticket buying facilities Rati (7) ng of C32. Provision of information about Rati train times/platforms ng (1169) of C33. Upkeep/repair of the station Rati buildings/platforms (1177) of C34. Cleanliness Rati (1186) ng of C36 1. Toilet facilities at the station* Rati (749) ng of C36 Attitudes and helpfulness of the. Rati staff ng (821) of 2 3 4 3 2 8 7 9 11 22 8 13 17 Satisfaction results for 16 12 36 32 29 47 17 41 42 39 Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied 28 1 36 34 29 31 % satisfied/good 17 83 76 77 82 + 7 86 83 68 64 72 + 64 49-82 76 *Attribute added for the first time in 17, so no historical comparisons yet 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 C37 Connections with other forms. of public transport Rati (676) ng C38 Facilities for car parking. Rati () ng C39 Overall environment. (1174) Rati ng C7 Your personal security whilst 2. using the station Rati (68) ng C Availability of staff at the station 3. Rati (968) ng C27 Shelter facilities 1. Rati (97) ng C27 Availability of seating 2. (1149) Rati ng C42 How request to station staff was. handled Ove 2 2 2 (226) ra C28 Choice of shops/eating/drinking 1. facilities available Rati (933) ng C3 1. Availability of Wi-Fi* Rati (7) ng 3 3 4 8 8 16 8 1 12 13 24 11 21 7 17 Satisfaction results for 14 21 16 49 13 1 19 3 32 22 37 Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied 41 34 11 82 33 16 24 37 33 14 31 27 26 23 16 % satisfied/good 17 61 8 8 67 63 72 + 6 66 + 67 6 6 3 9 91 34 24 - * Attribute added for the first time from 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 (1231) ra C43 Frequency of the trains on that. route Sati (118) sf C44 Punctuality/reliability (i.e. the train. arriving/departing on time) Sati (1199) sf C4 Length of time the journey was. scheduled to take (speed) Sati (11) sf C1 Helpfulness and attitude of staff. on train Rati 12 (17) ng C2. Space for luggage Rati 6 (12) ng 3 2 C46 Connections with other train. services Sati 2 (732) sf C47 Value for money of the price. of your ticket Sati (1166) sf C49 Upkeep and repair of the train. (12) Rati ng C Provision of information during. the journey Rati (1) ng 4 4 6 7 11 13 7 12 9 14 14 8 21 14 Satisfaction results for 7 24 19 18 34 31 19 36 39 Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied 37 44 36 1 49 36 34 27 26 26 2 % satisfied/good 17 77 77 76 7 81 77 8 83 73-79 7 8 64 64 64 64 8 81 61 62 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 17 C3 Toilet facilities. (662) R 17 1 32 1 47 4 C Comfort of the seats*. (1182) R 4 8 43 2 68 - Step or gap between the train C36 and the platform* 2. (676) R 6 9 24 21 61 - Your personal security on board C7 3. 2 2 (11) R 17 42 38 81 C9 Cleanliness of the inside 2. (1223) R 3 11 1 48 23 71 71 Cleanliness of the outside C9 3. (92) R 4 9 23 4 19 64 64 C Availability of staff on the train 4. (1134) R 3 6 19 41 31 72 68 How well train company deals C64 with delays. () R 11 16 3 26 12 38 36 Level of crowding* C36 2. (1172) S 9 9 11 32 72 - C36 Availability of Wi-Fi* 3. (639) R 33 14 2 18 43 - C36 Availability of power sockets* 4. R (66) 12 13 Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied 11 21 - *Attribute added for the first time in 17, so no historical comparisons yet 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 Ove journey 1 3 rall (4491) sa C23 1. Overall satisfaction with Ove the 1 4 station rall (4464) h C31. Ticket buying facilities Rati (266) ng of C32. Provision of information about Rati 1 3 train times/platforms ng (4329) of C33. Upkeep/repair of the station Rati 2 buildings/platforms (4399) of C34. Cleanliness Rati 2 (49) ng of C36 1. Toilet facilities at the station* Rati (296) ng of C36 Attitudes and helpfulness of the. Rati staff (3178) ng of 4 3 2 8 8 11 8 12 13 1 Satisfaction results for Regional 14 38 44 39 34 44 4 16 4 Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied 43 4 48 37 33 % satisfied/good 17 87 + 8 84 83 84 82 88 87 78 78 82-82 81 *Attribute added for the first time in 17, so no historical comparisons yet 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 (27) ng C38 Facilities for car parking. Rati (1896) ng C39 Overall environment. Rati (4393) ng C7 Your personal security whilst 2. using the station Rati 1 3 (44) ng C Availability of staff at the station 3. Rati (3666) ng C27 Shelter facilities 1. Rati (3924) ng C27 Availability of seating 2. (427) Rati ng C42 How request to station staff was. handled Ove (66) ra C28 Choice of shops/eating/drinking 1. facilities available Rati (3483) ng C3 1. Availability of Wi-Fi* Rati (192) ng 2 3 2 4 7 3 7 8 17 4 6 14 21 16 12 17 36 Satisfaction results for Regional 1 1 18 16 1 13 11 41 16 37 47 36 Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied 14 28 74 24 36 37 3 37 24 2 19 1 % satisfied/good 17 73 71 2 77 + 74 76 7 71 71 78 + 73 6 + 61 9 89 48 47 39 - * Attribute added for the first time from 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. Ove (427) ra C43 Frequency of the trains on that. route Sati (4423) sf C44 Punctuality/reliability (i.e. the train. arriving/departing on time) Sati (4422) sf C4 Length of time the journey was. scheduled to take (speed) Sati 1 3 (437) sf C46 Connections with other train. services Sati (2392) sf C47 Value for money of the price. of your ticket Sati (4142) sf C49 Upkeep and repair of the train. (443) Rati ng C Provision of information during. the journey Rati (44) ng C1 Helpfulness and attitude of staff. on train Rati (3286) ng C2. Space for luggage Rati (3499) ng 2 3 3 2 3 3 2 2 9 6 6 8 6 7 6 1 13 13 7 1 1 Satisfaction results for Regional 18 18 34 19 33 17 37 41 48 Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied 31 4 38 3 44 41 37 31 29 32 23 2 % satisfied/good 17 79 79 81 81 8 83 9 + 86 77 76 61 68 7 72 72 81 64 64 2.4 Train factors 11

2 2.4 Train factors (cont'd) Satisfaction results for Regional % satisfied/good At 9% confidence level: + significant increase - significant decrease 17 C3 Toilet facilities. (73) R 23 14 22 28 13 41 46 C Comfort of the seats*. (436) R 4 11 19 43 23 66 - Step or gap between the train C36 and the platform* 2. (3313) R 4 8 46 22 68 - Your personal security on board C7 3. 1 2 (4177) R 19 44 34 77-82 C9 Cleanliness of the inside 2. (414) R 3 9 1 48 2 73 73 Cleanliness of the outside C9 3. (66) R 3 8 46 23 69 69 C Availability of staff on the train 4. (3932) R 4 8 23 38 26 64 6 How well train company deals C64 with delays. (676) R 9 13 31 29 19 47 Level of crowding* C36 2. (432) Sa 6 11 3 43 78 - C36 Availability of Wi-Fi* 3. (2138) R 41 9 12 22 16 38 - C36 Availability of power sockets* 4. R (73) 11 11 11 Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied 12 23 - *Attribute added for the first time in 17, so no historical comparisons yet 2.4 Train factors (cont'd) 12

2 2. TOC versus sector performance versus Regional Overall sample size 27168 TOC Sector TOC Index Overall satisfaction with the journey 83 87 9% STATION FACILITIES Overall satisfaction with the station 76 84 9% Ticket buying facilities 82 84 98% Provision of information about train times/platforms 86 88 98% Upkeep/repair of the station buildings/platforms 68 78 87% Cleanliness 72 82 88% Toilet facilities at the station** 49 97% Attitudes and helpfulness of the staff 82 98% Connections with other forms of public transport 61 73 83% Facilities for car parking 2 117% Overall environment 67 77 87% Your personal security whilst using the station 72 76 94% Availability of staff at the station 66 71 92% Shelter facilities 67 78 86% Availability of seating 6 6 86% How request to station staff was handled 9 9 % Choice of shops/eating/drinking facilities available 48 82% Availability of Wi-Fi*** 24 39 61% TRAIN FACILITIES Overall satisfaction with the train 77 79 97% Frequency of the trains on that route 76 81 94% Punctuality/reliability (i.e. the train arriving/departing on time) 81 8 9% Length of time the journey was scheduled to take (speed) 8 9 94% Connections with other train services 73 77 94% Value for money of the price of your ticket 7 9% Upkeep and repair of the train 64 68 94% Provision of information during the journey 64 72 89% Helpfulness and attitude of staff on train 8 81 6% Space for luggage 61 64 96% Toilet facilities 47 41 11% Comfort of the seats** 68 66 3% Step or gap between the train and the platform** 61 68 9% Your personal security on board 77 3% Cleanliness of the inside 71 73 97% Cleanliness of the outside 64 69 93% Availability of staff on the train 72 64 111% How well train company deals with delays 38 47 % Level of crowding** 72 78 92% Availability of Wi-Fi** 43 38 114% Availability of power sockets** 21 23 9% **Attribute added for the first time in 17, so no historical comparisons yet *** Attribute added for the first time from 2. TOC versus sector performance 13

2 2.6 Results by route Building Block/ route data for Overall sample size 27168 South Wales and Borders/West North Wales and Borders Mid Wales and Borders Interurban Cardiff and Valleys Overall satisfaction with the journey 86 92 89 81 77 STATION FACILITIES Overall satisfaction with the station 8 83 79 66 Ticket buying facilities 86 92 87 84 7 Provision of information about train times/platforms 86 88 88 87 8 Upkeep/repair of the station buildings/platforms 73 76 7 7 9 Cleanliness 76 8 78 74 64 Toilet facilities at the station** 6 74 6 31 Attitudes and helpfulness of the staff 81 89 84 81 74 Connections with other forms of public transport 77 73 66 3 Facilities for car parking 63 66 66 7 Overall environment 74 7 72 72 9 Your personal security whilst using the station 77 83 72 72 6 Availability of staff at the station 67 83 71 69 Shelter facilities 71 76 7 69 Availability of seating 9 66 71 8 4 How request to station staff was handled 97 94 96 8 Choice of shops/eating/drinking facilities available 1 46 61 48 23 Availability of Wi-Fi*** 39 28 38 11 TRAIN FACILITIES Overall satisfaction with the train 77 9 87 72 7 Frequency of the trains on that route 72 78 77 73 79 Punctuality/reliability (i.e. the train arriving/departing on time) 79 91 9 82 76 Length of time the journey was scheduled to take (speed) 89 84 86 84 Connections with other train services 9 82 7 72 Value for money of the price of your ticket 6 62 6 3 1 Upkeep and repair of the train 71 74 66 3 Provision of information during the journey 68 7 77 71 2 Helpfulness and attitude of staff on train 83 94 89 86 81 Space for luggage 68 61 71 61 Toilet facilities 1 9 6 46 38 Comfort of the seats** 77 73 76 68 Step or gap between the train and the platform** 61 7 67 6 7 Your personal security on board 83 87 8 81 74 Cleanliness of the inside 77 81 83 7 62 Cleanliness of the outside 76 7 66 61 7 Availability of staff on the train 76 83 78 73 63 How well train company deals with delays 47 64 44 19 Level of crowding** 76 79 81 68 67 Availability of Wi-Fi** 63 6 4 48 21 Availability of power sockets** 36 21 8 11 3 **Attribute added for the first time in 17, so no historical comparisons yet *** Attribute added for the first time from 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 12 17 Overall satisfaction with the station (122) (1) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 9 9 12 17 8 7 7 6 4 3 2 1 Target 81 8 7 7 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 (7) (1169) (1177) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 12 17 12 17 12 17 9 9 9 9 9 9 8 8 8 7 7 7 7 7 7 6 6 6 4 4 4 3 3 3 2 2 2 1 1 1 Target 7 Target 69 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 The facilities and services at the station Attitudes and helpfulness of the staff (1186) (-) (821) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 12 17 12 17 12 17 9 9 9 9 9 9 8 8 8 7 7 7 7 7 7 6 6 6 4 4 4 3 3 3 2 2 2 1 1 1 Target 48 Target 32 Target 69 N.B. Benchmarks and targets are only shown for applicable factors 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 (676) () (1174) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 12 17 12 17 12 17 9 9 9 9 9 9 8 8 8 7 7 7 7 7 7 6 6 6 4 4 4 3 3 3 2 2 2 1 1 1 Target 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 (68) (968) (97) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 12 17 12 17 12 17 9 9 9 9 9 9 8 8 8 7 7 7 7 7 7 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 (1149) (226) (933) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 12 17 12 17 12 17 9 9 9 9 9 9 8 8 8 7 7 7 7 7 7 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 3.2 Train factors trend charts Percentage satisfaction with aspects of train Overall satisfaction with the train 12 17 Frequency of the trains on that route (1231) (118) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 12 17 9 9 8 7 7 6 4 3 2 1 9 9 8 7 7 6 4 3 2 1 N.B. Benchmarks and targets are only shown for applicable factors 3.2 Train factors trend charts 21

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 (1199) (11) (732) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 12 17 12 17 12 17 9 9 9 9 9 9 8 8 8 7 7 7 7 7 7 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 22

3 3.2 Train factors trend charts Value for money of the price of your ticket Cleanliness of the train Upkeep and repair of the train (1166) (-) (12) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 12 17 12 17 12 17 9 9 9 9 9 9 8 8 8 7 7 7 7 7 7 6 6 6 4 4 4 3 3 3 2 2 2 1 1 1 Target 71 Target 68 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 Provision of information during the journey Helpfulness and attitude of staff on train Space for luggage (1) (17) (12) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 12 17 12 17 12 17 9 9 9 9 9 9 8 8 8 7 7 7 7 7 7 6 6 6 4 4 4 3 3 3 2 2 2 1 1 1 Target 1 Target 72 N.B. Benchmarks and targets are only shown for applicable factors 3.2 Train factors trend charts 24

3 3.2 Train factors trend charts Toilet facilities Sufficient room for all passengers to sit/stand on the train (662) (-) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 12 17 12 17 9 9 9 9 8 8 7 7 7 7 6 6 4 4 3 3 2 2 1 1 Target 42 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 The ease of being able to get on and off the train Your personal security on board Cleanliness of the inside (-) (11) (1223) Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 12 17 12 17 12 17 9 9 9 9 9 9 8 8 8 7 7 7 7 7 7 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 26

3 3.2 Train factors trend charts Cleanliness of the outside Availability of staff on the train How well train company deals with delays (92) (1134) () Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 Percentage of passengers satisfied 12 to 17 12 17 12 17 12 17 9 9 9 9 9 9 8 8 8 7 7 7 7 7 7 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 27

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 22% % 6% 22% 2% % % 21% 31% 2% 3% % % 41% C = Important feeder D = Medium staffed E = Small staffed F = Small unstaffed Not categorised 1% 17% 28% 6% 29% 7% 23% (% of passengers saying satisfied/good) Stations managed by TOC significant difference Stations not managed by TOC Overall satisfaction with the station 73-9 Ticket buying facilities 81 92 Provision of information about train times/platforms 86 89 Upkeep/repair of the station buildings/platforms 66-84 Cleanliness 7-84 Toilet facilities at the station** 44-72 Attitudes and helpfulness of the staff 79 87 Connections with other forms of public transport 8 - Facilities for car parking 66 Overall environment 6 - Your personal security whilst using the station 7 Availability of staff at the station 62-8 Shelter facilities 6-82 Availability of seating 4-67 How request to station staff was handled 94 97 Choice of shops/eating/drinking facilities available 3-67 Availability of Wi-Fi*** - 4 **Attribute added for the first time in 17, so no historical comparisons yet *** Attribute added for the first time from 4.1 Managed versus non-managed 28

.1 TOC weekday/weekend satisfaction scores At 9% confidence level: + significant increase - significant decrease Weekday Weekend Overall sample size 27168 17 significant change significant 17 change Overall satisfaction with the journey 83 82 83 82 STATION FACILITIES Overall satisfaction with the station 7 7 78 84 Ticket buying facilities 83 + 7 78 Provision of information about train times/platforms 86 82 86 8 Upkeep/repair of the station buildings/platforms 67 64 73 6 Cleanliness 71 + 6 76 + 62 Toilet facilities at the station** 49-49 - Attitudes and helpfulness of the staff 76 79 74 Connections with other forms of public transport 9 67 6 Facilities for car parking 62 7 6 66 Overall environment 67 62 71 69 Your personal security whilst using the station 71 + 63 74 69 Availability of staff at the station 66 + 66 7 Shelter facilities 68 64 66 68 Availability of seating 6 2 4 6 How request to station staff was handled 96 9 92 9 Choice of shops/eating/drinking facilities available 38 32 46 Availability of Wi-Fi*** 22-31 - TRAIN FACILITIES Overall satisfaction with the train 77 76 7 Frequency of the trains on that route 76 76 77 73 Punctuality/reliability (i.e. the train arriving/departing on time) 81 + 7 84 84 Length of time the journey was scheduled to take (speed) 86 83 81 84 Connections with other train services 72 79 76 81 Value for money of the price of your ticket 7 8 8 Upkeep and repair of the train 64 62 68 73 Provision of information during the journey 64 63 63 67 Helpfulness and attitude of staff on train 8 86 84 Space for luggage 62 61 6 6 Toilet facilities 47 43 48 Comfort of the seats** 66-73 - Step or gap between the train and the platform** - 67 - Your personal security on board 81 8 Cleanliness of the inside 7 7 73 7 Cleanliness of the outside 64 63 66 71 Availability of staff on the train 72 66 7 76 How well train company deals with delays 3 3 Level of crowding** 73-71 - Availability of Wi-Fi** 43-43 - Availability of power sockets** 19-27 - **Attribute added for the first time in 17, so no historical comparisons yet *** Attribute added for the first time from.1 TOC weekday/weekend satisfaction scores 29

**Attribute added for the first time in 17, so no historical comparisons yet *** Attribute added for the first time from.2 Sector weekday/weekend satisfaction scores At 9% confidence level: + significant increase - significant decrease Regional Weekday Weekend Overall sample size 27168 17 significant change significant 17 change Overall satisfaction with the journey 87 + 84 87 9 STATION FACILITIES Overall satisfaction with the station 83 83 86 84 Ticket buying facilities 84 82 84 84 Provision of information about train times/platforms 87 86 92 88 Upkeep/repair of the station buildings/platforms 78 78 78 78 Cleanliness 81 83 + 77 Toilet facilities at the station** 49-4 - Attitudes and helpfulness of the staff 81 82 83 81 Connections with other forms of public transport 73 73 71 + 63 Facilities for car parking 49 61 Overall environment 76 74 81 + 7 Your personal security whilst using the station 7 7 + 73 Availability of staff at the station 72 71 69 69 Shelter facilities 78 + 72 76 Availability of seating 64 61 69 63 How request to station staff was handled 93 88 84 9 Choice of shops/eating/drinking facilities available 47 47 + 4 Availability of Wi-Fi*** 36 - - TRAIN FACILITIES Overall satisfaction with the train 79 77 81 8 Frequency of the trains on that route 81 83 83 Punctuality/reliability (i.e. the train arriving/departing on time) 84 82 91 89 Length of time the journey was scheduled to take (speed) 9 + 86 9 87 Connections with other train services 78 77 7 73 Value for money of the price of your ticket 7 9 68 68 Upkeep and repair of the train 68 68 68-77 Provision of information during the journey 71 72 72 7 Helpfulness and attitude of staff on train 81 78 81 8 Space for luggage 63 63 66 66 Toilet facilities 42 46 38 4 Comfort of the seats** 66-6 - Step or gap between the train and the platform** 67-7 - Your personal security on board 78-83 76 Cleanliness of the inside 72 71 76 79 Cleanliness of the outside 68 67 73 76 Availability of staff on the train 64 63 66 72 How well train company deals with delays 47 + 38 49 3 Level of crowding** 78 - - Availability of Wi-Fi** 38-37 - Availability of power sockets** 22-26 - **Attribute added for the first time in 17, so no historical comparisons yet *** Attribute added for the first time from.2 Sector weekday/weekend satisfaction scores

6 6.1 Passenger experience of delays Overall sample size 27168 Arriva Trains Wales Regional Arriva Trains Wales Regional LENGTH OF DELAY No delay 82 83 Up to minutes delay 11 9 6- minutes delay 2 2 11-1 minutes delay 1 1 16- minutes delay 1 1 21- minutes delay 31- minutes delay 1 Over minutes delay 1 Don't know/no answer 1 2 AMOUNT OF INFORMATION PROVIDED ABOUT THE DELAY SPEED WITH WHICH INFORMATION WAS PROVIDED Very well 14 22 Very well 18 2 Fairly well 27 27 Fairly well 2 29 Neither well nor poorly 22 Neither well nor poorly 26 22 Fairly poorly 17 16 Fairly poorly 1 Very poorly 21 1 Very poorly 16 14 ACCURACY OF INFORMATION GIVEN ABOUT THE DELAY TIME TAKEN TO RESOLVE THE PROBLEM Very well 19 23 Very well 1 21 Fairly well 29 Fairly well 23 29 Neither well nor poorly 19 19 Neither well nor poorly 33 26 Fairly poorly 1 13 Fairly poorly 9 Very poorly 18 1 Very poorly 9 16 USEFULNESS OF THE INFORMATION AVAILABILITY OF ALTERNATIVE TRANSPORT IF THE Very well 1 22 TRAIN SERVICE COULD NOT CONTINUE Fairly well 27 28 Very well 6 16 Neither well nor poorly 29 28 Fairly well 22 Fairly poorly 12 9 Neither well nor poorly 24 22 Very poorly 17 13 Fairly poorly 24 9 Very poorly 2 33 6.1 Passenger experience of delays 31

7 7.1 General sample profile Overall sample size 27168 Arriva Trains Wales Regional Arriva Trains Wales Regional DISABILITY OR LONG TERM ILLNESS JOURNEY PURPOSE Vision 1 1 Commuter 31 38 Hearing 2 3 Business 9 Mobility 4 Leisure 9 3 Dexterity 1 1 Learning or understanding or concentrating 1 Memory 1 1 WEEKDAY/WEEKEND Mental health 3 3 Weekday 81 79 Stamina or breathing or fatigue 1 2 Weekend 19 21 Socially or behaviourally 1 1 Other 4 2 None 83 82 No answer 3 6 GENDER ASKED FOR HELP OR INFORMATION Male 41 38 Yes asked for help 9 7 Female 3 Yes asked for information 7 Could not find anyone to ask 6 4 No/didn`t need help/information 7 82 AGE 16-18 3 3 TRAVELLING WITH 19-2 16 11 Heavy/bulky luggage/other large items 1 12 26-34 13 11 Pushchair 2 1 3-44 14 14 Folding bicycle 4-4 18 17 Non-folding bicycle 1 1-9 11 12 Dog -64 8 Wheelchair 6+ 1 19 Helper 1 Mobility scooter - ETHNIC GROUP OF PASSENGERS None apply 77 81 White 93 91 Mixed 1 1 Asian or Asian British 1 1 Black or Black British 1 1 Chinese or other ethnic group 1 1 7.1 General sample profile 32

7 7.1 General sample profile (cont'd) Overall sample size 27168 Arriva Trains Wales Regional operators TYPE OF TICKET USED FOR JOURNEY Anytime single/return 24 Anytime day single/return 2 18 Off-peak/super off-peak single/return 11 Off-peak/super off-peak day single/return 6 11 Advance 7 Day travelcard 1 Oyster pay as you go Weekly or monthly season ticket (including travelcard/travelcard on oyster) 1 14 Annual season ticket (including travelcard/travelcard on oyster) 3 4 Special promotion ticket 1 1 Rail staff pass/privilege ticket/police concession 2 1 Free travel pass (e.g. Freedom pass) 1 8 Other 3 Don't know/ no answer 2 1 7.1 General sample profile (cont'd) 33

7 7.2 Station sample sizes Station sample sizes for Station Overall sample size 27168 Unweighted Station Unweighted Station Unweighted Cardiff Central 8 Stockport 6 Crosskeys 3 Birmingham New Street 77 Leominster 6 Brithdir 3 Birmingham International 64 Penarth 6 Porth 3 Shrewsbury 9 Telford Central 6 Ystrad Rhondda 3 Manchester Piccadilly 47 Abergavenny 6 Cadoxton 3 Chester 4 Abercynon South 6 Gobowen 3 Newport (South Wales) 34 Fishguard Harbour 6 Aber 3 Cardiff Queen Street Barmouth 6 Llwyngwril 3 Hereford 26 Barry 6 Conwy 3 Llandudno Junction 2 Radyr Caersws 3 Bangor (Gwynedd) 23 Cheltenham Spa Penrhiwceiber 3 Aberystwyth 22 Frodsham Ton Pentre 2 Haverfordwest Holyhead Prestatyn 2 Bridgend 19 Pencoed Treorchy 2 Carmarthen 19 Ludlow Mountain Ash 2 Wrexham General 18 Cwmbran Talybont 2 Swansea 17 Ebbw Vale Town Llanfairpwll 2 Wolverhampton 16 Warrington Bank Quay Energlyn And Churchill Park 2 Crewe 1 Merthyr Tydfil Ystrad Mynach 2 Cathays 12 Pengam Ebbw Vale Parkway 2 Wilmslow 11 Tywyn 4 Earlestown 2 Flint 11 Shotton 4 Pwllheli 2 Rhyl Clunderwen 4 Sarn 2 Danescourt 9 Maesteg 4 Tir-Phil 2 Caerphilly 9 Trefforest 4 Lisvane And Thornhill 2 Pembrey And Burry Port 9 Dingle Road 4 Cwmbach 2 Newtown (Powys) 9 Port Talbot Parkway 4 Llandaf 2 Pontyclun 8 Neath 4 Treherbert 2 Pontypridd 8 Smethwick Galton Bridge 4 Heath High Level 2 Colwyn Bay 8 Fishguard And Goodwick 4 Troed-Y-Rhiw 2 Manchester Oxford Road 8 Taffs Well 4 Grangetown (Glamorgan) 2 Llandudno 8 Wellington (Shropshire) 4 Ferryside 2 Machynlleth 7 Ty Glas 4 Bargoed 2 Aberdare 7 Coryton 4 Waun-Gron Park 2 Gloucester 7 Aberdovey 4 Craven Arms 2 Llanelli 7 Hengoed 4 Quakers Yard 2 Rhymney 6 Tondu 3 Garth (Mid Glamorgan) 2 Milford Haven 6 Ruabon 3 Borth 2 7.2 Station sample sizes 34

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) Annual journeys ('s) Commute Journey Purpose Day of Week Station Size Business Leisure Weekday Weekend Very large Large Medium Small Sample size 24767 9839 3171 1177 243 3724 7723 239 637 268 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 47 28 2 89 11 24 2 2 26 Great Western Railway* 392 71 29 22 24 28 2 Greater Anglia** 8919 47 21 32 86 14 13 27 London Midland 69 13 46 8 1 27 16 31 2 London Overground 18879 61 3 37 23 2 27 26 Merseyrail 44284 38 1 61 13 27 Northern** 987 38 9 3 76 24 23 27 24 26 ScotRail 94179 39 13 47 26 18 2 South West Trains 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 374 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 3

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) Sample size Commute Journey Purpose Day of Week Station Size Business Leisure Weekday Weekend Very large Large Medium Small Sample size 24767 9839 3171 1177 243 3724 7723 239 637 268 1244 34 8 9 74 26 22 28 31 c2c 937 62 4 34 89 11 38 1 26 21 Chiltern Railways 62 46 14 89 11 24 8 37 32 CrossCountry 1224 28 21 1 32 26 22 East Midlands Trains 84 33 18 48 34 31 18 17 Gatwick Express* 2 26 4 8 1 7 Great Northern 83 49 9 42 8 1 23 17 Great Western Railway* 2 34 16 88 12 19 29 12 Greater Anglia** 136 43 11 46 86 14 37 14 32 18 London Midland 961 41 49 83 17 33 31 16 London Overground 1472 7 6 37 86 14 19 2 36 Merseyrail 719 41 2 7 91 9 2 27 18 Northern** 1391 41 7 2 82 18 26 24 23 27 ScotRail 1243 36 13 1 3 22 28 1 South West Trains 2343 41 48 83 17 36 19 16 Southeastern 18 49 8 43 8 1 26 34 21 Southern* 1129 47 9 44 88 12 18 38 28 16 TfL Rail 139 67 6 27 92 8 37 3 12 17 Thameslink* 9 9 41 91 9 33 29 18 TransPennine Express** 876 32 16 1 92 8 24 29 24 22 Virgin Trains 12 21 29 82 18 3 9 32 24 Virgin Trains East Coast 12 19 27 4 9 33 16 21 7.4 Unweighted sample profile 36

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 37

8 8.2 Rail sectors Sector definitions The sector results used in this report contain the following TOCs (non-franchised operators are excluded): London and South East Operators Long Distance Operators c2c Chiltern Railways Gatwick Express* Great Northern* Great Western Railway Greater Anglia London Midland London Overground South West Trains Southeastern Southern* TfL Rail Thameslink* CrossCountry East Midlands Trains TransPennine Express Virgin Trains Virgin Trains East Coast The following TOCs were rebranded in : - Greater Anglia (from Abellio Greater Anglia) - Northern (from Northern Rail) - TransPennine Express (from First TransPennine Express) Regional Operators Merseyrail Northern ScotRail * Part of the Govia Thameslink Railway framchise 8.2 Rail sectors 38

8 8.3 How routes are defined How are routes defined c2c: Tilbury line Journeys on the London Fenchurch Street Southend Central (via Tilbury Town) and Fenchurch Street Grays lines. East Midlands Trains: London Journeys on the London - Sheffield route. Also includes London - Corby services. 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) 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. 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. : Cardiff & Valleys Journeys on the Valley lines around Cardiff. : Interurban Journeys on the Fishguard Harbour Manchester Piccadilly, Milford Haven Manchester Piccadilly, and Holyhead Cardiff Central lines. : Mid Wales & Borders Journeys on the Pwllheli/Aberystwyth Birmingham International, Shrewsbury Crewe, and Holyhead Birmingham International lines. : North Wales & Borders Journeys on the Llandudno Manchester Piccadilly, Bidston Wrexham Central, Chester Crewe, and Llandudno/Llandudno Junction - Blaenau Ffestiniog lines. : 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). Chiltern Railways: West Midlands Journeys on the West Midlands London Marylebone services, including London Stratford-Upon-Avon and a few services that do not go to/from London. 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 rail lines around Nottingham (excluding Liverpool - Norwich and London - Sheffield). Great Northern* Journeys on the Peterborough/King's Lynn - London King's Cross/Moorgate route. 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 41

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. Heathrow Connect: All Heathrow Connect 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 West Trains: 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)

8 8.3 How routes are defined (cont'd) South West Trains: 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 West Trains: 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 West Trains: 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) 41

Reference: TOC report 17 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 July 17. Transport Focus 17.