Hull trains satisfying customers while First Capital Connect disappoints

First Hull Trains and the Heathrow Express have been ranked as the best rail operators among customers.

Heathrow Express Class 332 EMU 332005 at London Paddington

The National Passenger Survey, which consults 50,000 rail users across the UK, found that First Hull Trains and Heathrow Express ahead of other operators, followed by Mersey Rail, c2c and Virgin Trains when it came to satisfaction levels

Lowest ratings for overall satisfaction were given to First Capital Connect, National Express East Anglia (78 per cent), First Great Western (82 per cent), Southeastern (82 per cent) and Southern (82 per cent).

Overall satisfaction has remained steady at 84 per cent, matching last year’s high score. However, drops in scores for performance and value for money for some train companies are sparking concern.

Anthony Smith, Passenger Focus, chief executive said: “The rail industry needs to re-double efforts to make sure that poor performance is spotted, understood and addressed. Getting trains on time remains the key driver of passenger satisfaction.”