Alex Hayman, Which? Managing Director of Public Markets, said:
“Thousands of rail passengers feel let down and ignored by train providers when things go wrong, so it’s no surprise that consumer trust remains stubbornly low in this industry.
“Government must introduce an ombudsman that all operators must join. Only then will they be able to begin to restore trust and ensure that passengers get a much better standard of service.”
Notes to editors:
- Between January and April 2017, Which? asked people to share their experiences of using rail services in the UK. Which? received thousands of passenger stories that bring to life the problems people face every day when travelling by train.
- The Rail Passenger Stories Dossier- ‘My Train Hell’ -can be read here – https://campaigns.which.co.uk/train-hell-rail-passengers/
- Which? sent copies of the dossier to MPs to encourage the Government to take action on the issues highlighted and deliver on promises they made in their General Election manifesto.