Every second matters to passengers, but did you know quite how much? In 2018 passenger satisfaction dropped to a 12-year low, with one in seven trains falling short of the industry measure of punctuality. During this period the UK’s Office of Rail and Road (ORR) said “no-one took charge” during timetable chaos that caused severe disruption on Britain’s railways.
It is not unusual for trains to be delayed causing a domino effect on passenger’s lives, ultimately resulting in a poor relationship between passengers and train operating companies (TOCs). Transport Focus reported (2019) that only 44 per cent of passengers are satisfied with how TOCs deal with delays. This issue is reported to be a key driver for customer dissatisfaction. Research shows that passenger satisfaction regarding punctuality reduces as soon as a train is just one minute late. Leisure travellers are often more forgiving than work commuters as they do not experience interruptions daily. Passengers often receive conflicting information from different media sources regarding delays and disruption. This causes passenger irritation towards TOC’s poor performance and erodes their most basic trust in the industry. To maintain satisfaction, trains need to be reliable.