Complaints down at rail operator

TRAIN punctuality performance improved and customer complaints declined at regional rail operator One during the summer, according to be latest National Rail Trends report from the Office of the Rail Regulator.

TRAIN punctuality performance improved and customer complaints declined at regional rail operator One during the summer, according to be latest National Rail Trends report from the Office of the Rail Regulator.

Over the three months to September 30, punctuality was at 90.8% - up 3.3% on the same period last year (2006). Over the same period, the moving annual average performance figure increased to 88.7% - up from 87.8% the previous year.

The number of complaints received from customers also reduced from the previous year, with a 44% reduction in the rate of complaints per 100,000 passenger journeys (down from 59 per 100,000 journeys to 33 per 100,000 journeys).

One said the reduction had been driven by the improved punctuality, upgrades to trains (which have improved the on-train travelling environment) and more reliable air conditioning.

Andrew Chivers, managing director at One, said: “We're pleased that performance has improved and complaints have reduced as shown by the independent industry results published by the ORR.

“We know we have much more to do, especially in achieving the consistency of performance our customers expect during the autumn months, but we've made good progress this year in addressing the key issues of reliability, information provision and on-train comfort.

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“We'll continue to focus our efforts on delivering a better service for passengers and I'd like to thank our employees for their invaluable work in achieving the improvements we've secured over the course of this year.”