Southern ranked least trusted operator by transport watchdog

Southern has been ranked as the least trusted rail operator in the UK, according to new research from the independent transport watchdog.

Southern, which is run by Govia Thameslink Railway (GTR), was not trusted by 23 per cent of passengers as of autumn last year, Transport Focus data reveals.

Southern’s reputation took a hit in 2016 when it suffered the first wave of industrial action over the role of guards on trains. The row went on for nearly two years.

Transport Focus surveyed 25,000 passengers for the research.

It forms part of the group’s submission to the government’s “root and branch” review of the railways in the wake of last year’s May timetable chaos, in which thousands of services were overcrowded, delayed and cancelled.

Former British Airways boss Keith Williams, who is leading the review, is due to publish his findings in the summer, in time for a government white paper in the autumn.

Transport Focus chief executive Anthony Smith said: “There are some wide variations between train operators that keenly reflect the passenger experience. Public trust in the railway is fragile but has never been more important. Building a good relationship with passengers will need to be a central part of any reform programme for the railway.

“Even small delays can damage passenger trust, so punctual services and accurate information are essential. New rules now require ‘right time’ reporting to the minute. This makes operators accountable for even the smallest delay – and will be key to rebuilding public trust and winning future customers.”

Other operators that scored low on the trust scale were Great Northern, which 22 per cent of passengers said they did not trust. Thameslink, which is also run by GTR, was not trusted by 21 per cent of passengers.

Meanwhile, the two train companies with the highest trust ratings were Grand Central and the Heathrow Express, which achieved trust scores of 70 per cent or more.

A GTR spokesperson said: “This report reflects the industry-wide issues surrounding the timetable changes last May. Passengers were paid £17m in additional industry compensation and we are now consulting the communities most affected on how we should invest a £15m fund dedicated to improving their journeys.

“Punctuality and reliability are now firmly back on track, with record service levels on Southern, and we are running over 400 more services every weekday on the country’s busiest network.

“We are working more closely with Network Rail to reduce the effects of infrastructure problems and have made some major improvements in communication to passengers at times of disruption.”

Neena Bhati, head of campaigns at consumer watchdog Which, said: “It’s no surprise that rail passenger trust has remained chronically low given major delays and cancellations have hit an 18-year peak, bringing chaos to the work and family lives of many thousands of people.

“The government’s rail review must lead to tangible improvements for passengers, but the industry can start to restore lost trust by immediately introducing automatic compensation so that after battling delays and cancellations passengers don’t have to fight to get the money they are owed.”

Least trusted train operators in the UK