Fewer than half of rail commuters in Great Britain believe their train fare offers value for money, according to a national passenger survey conducted by the watchdog Transport Focus. The research found that travellers on the CrossCountry long-distance rail service were the least satisfied overall.
Record passenger numbers but satisfaction gaps persist
The findings come as the rail regulator reported a record 1.83 billion passenger journeys in the last year, surpassing pre-pandemic levels for the first time. Transport Focus noted that while most passengers were happy with their journey, there was a striking gap between the best and worst train operators.
Only 49% of commuters were satisfied with the fare they paid, compared to 67% of leisure travellers who felt their ticket provided value for money. Among more than 100,000 passengers surveyed immediately after their journey, 87% expressed satisfaction with their overall experience. However, this figure dropped to 79% for CrossCountry customers, with the majority dissatisfied with how the operator handled delays.
CrossCountry under scrutiny
CrossCountry operates long-distance trains on several routes from southern England to the north and Scotland via Birmingham. Transport Focus has urged the operator to improve passenger information during disruptions and tackle overcrowding on services. The Arriva-run operator described the results as disappointing but acknowledged the need to deliver better service.
CrossCountry is expected to be brought into public ownership next year as the government concludes a programme of nationalisation and rail reforms. Train operators and Network Rail will be integrated into a new Great British Railways, an arms-length national body reporting to the government.
Impact of delay handling
Alex Robertson, chief executive of Transport Focus, emphasised the importance of handling delays effectively: More than nine in 10 people will report a positive experience if a delay is handled well, but this falls to one in four when it is not. He noted that this is within the railway's control and should be a priority.
Best performers
Hull Trains passengers were the most satisfied at 94%, closely followed by LNER at 93%, while Lumo was rated best for value for money. Both Hull and Lumo are open-access services run independently of the Department for Transport by FirstGroup. Chief executive Graham Sutherland said effective competition on the east coast mainline has driven more volume, sustainable transport, and real value for customers.
Industry context
The Office of Rail and Road (ORR) reported that passengers made 1.83 billion journeys in the 12 months to March, up 6% year-on-year. However, about one in seven journeys were on the Elizabeth line, and increasing use of split ticketing has inflated the figures. Rail fare revenue stood at £12.3 billion, still £1 billion less than pre-pandemic levels.
