Which? response to latest ORR data on passenger complaints

Alex Hayman, Which? Managing Director of Public Markets, said:
“The rise in complaints is hardly surprising after a disastrous year for passengers on the railways.

“So it’s incredibly disappointing that a fifth of train companies are still failing to respond to 95 per cent of complaints within 20 working days, from passengers who want to voice their frustration with delays, cancellations and overcrowding.

“To tackle the chronically low levels of trust in the sector, the new and independent rail ombudsman must be up and running as soon as possible so that passengers are no longer ignored.”

Notes to editors

Office of Rail and Road Passenger Complaints Data

  • Page 1 – Complaints rose by 6.6% in the first quarter of 2018-2019 compared to the same quarter last year. An increase in complaints about punctuality/reliability and timetabling contributed towards this increase.
  • Page 6 – In 2018-19 Q1, 18 out of 23 train operators met the industry requirement to close 95% or more of their complaints within 20 working days.