A short article in the Avon Advertiser (p. 7, 4 July) headlined: “Service is just not the ticket – rail users” covers the response of TravelWatch South West to the National Passenger Survey.
The survey revealed a drop in passenger satisfaction with FGW performance on the ex-Wessex network. TravelWatch have said they want to see improvements in capacity, punctuality and reliability, ticket-buying facilities, handling of delays and ambiance of FGW rolling stock.
According to the survey, overall satisfaction dropped by 8% which is now 5% below average compared to other operators. The biggest changes was the way the operator handled delays, falling in satisfaction by 17%.
Of 31 factors, only 3 have gone up for ex-Wessex services – all are station and train staff related (up by 1-2%).
TravelWatch have said: “Our message to First Great Western is ‘We are watching, but will not be content with just waiting’. We expect the autumn survey results to show improvement on what is, so far, a poor reflection of this new franchise.”
