“More must be done to drive up standards for passengers”- Which? response to CMA on rail competition

Which? executive director, Richard Lloyd, said:

“Our annual rail survey shows that millions of passengers are not satisfied with the service they are receiving on Britain’s railways. But on open access lines, where there is more competition between train companies, satisfaction is significantly higher.

“More must be done to drive up standards for passengers – they shouldn’t have to wait until the end of a lengthy franchise for services to be improved. We urge the Government to listen to the CMA and look at what can be done to increase competition on our railways so passengers get a better service.”


1. In our recent rail satisfaction survey, open-access operators topped the table (below):

2. In December 2015, Which? lodged a super-complaint to the Office of Rail and Road (ORR) calling for an investigation into rail delay refunds and calling for action to make the process clearer and easier for consumers. ORR has until 20th March to respond.

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