Alex Hayman, Which? Managing Director of Public Markets, said:
“While there have been some initial signs of improvement, the rail industry still has a way to go to address chronically poor satisfaction scores in some vital areas of service. More than half of passengers still don’t feel they are getting value for money for their ticket, and satisfaction with the handling of delays remains low.
“The Government has promised to ensure rail services put passengers first. We urgently need a stronger regulator that stands up for passengers, and an independent ombudsman to ensure passenger complaints aren’t ignored.”