Which? executive director Richard Lloyd said:
“We found that only one in five train users felt the service they received was improving despite rising prices, so it’s good to see measures to limit spiralling rail fares and help to get the cost of commuting under control.
“With the cost of living the top worry for consumers, we welcome moves to empower commuters with more information so they can get the best value ticket for their journey and are pleased to see the Government’s focus on reforming essential services and markets to keep prices in check.”
Which? research in February showed that over half of the train companies had a customer satisfaction score of 50% or lower, and overall only 22% of train users felt the service they received was improving despite rising ticket prices. The research also revealed that one in 10 journeys result in passengers having a cause for complaint, but 82% don’t bother to complain.
In a separate investigation Which? found train ticket machines also offered travellers poor service. In a snapshot investigation, looking at 11 London mainline station ticket machines, we found certain tickets not available and unclear information that could either prevent people getting the cheapest ticket or risk being fined for travelling with an invalid ticket