Train service performance remains the main cause of passengers' complaints: New statistics published today by the Office of Rail Regulation (ORR) show that train service performance remains the main cause of passengers' complaints.
Updated rail complaints data highlight that between 1 April 2012 and 30 June 2012 (2012-13 quarter 1) nearly one third (32%) of rail passengers' complaints were about train service performance. Complaints about fares, retailing and refunds received the second highest number of complaints (17%). However, the proportion of passenger complaints about train service performance is 8% lower than the same quarter in 2011-12, and 2% lower for fares, retailing and refunds. There have been small increases, compared to the same quarter in 2011-12, in other complaints categories, including quality on train, staff conduct and availability, and complaints handling.
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