CrossCountry has been branded Britain's worst train operator after a damning survey revealed it consistently failed to meet passengers' expectations. The Birmingham-based firm, which operates long-distance services linking cities like Cambridge, Cardiff, and Manchester, must now heed the warnings of watchdog Transport Focus.
According to the latest passenger satisfaction figures, only 72% of CrossCountry's scheduled station stops were made within three minutes of their timetable over the past quarter. What's more, 7% of its services were cancelled altogether. Although 79% of passengers expressed overall satisfaction with the Arriva Group-owned operator, this drops to just 77% for punctuality and reliability, and an alarming 46% for how delays are managed.
Responding to the survey, Transport Focus has given CrossCountry a clear list of priorities: improve the passenger experience, reduce delays, provide better information during disruptions, and tackle overcrowding on its trains. The operator acknowledged it needs to do more, stating "we must deliver the service our customers deserve", despite pointing out some minor gains in specific areas.
Meanwhile, Hull Trains emerged as the top performer with an impressive 94% overall satisfaction rating. LNER wasn't far behind at 93%. Across all operators, nearly nine in ten passengers reported being satisfied with their journey – though those with disabilities were slightly less pleased at 85%. The comprehensive survey collected feedback from over 100,000 passengers during six months.
Mark Anderson, CrossCountry's customer and commercial director, noted that refurbished trains are "transforming" journeys and a new timetable is improving regional connections. He admitted crowding remains an issue, but assured work is underway to find solutions with industry partners. Transport Focus chief executive Alex Robertson highlighted the importance of handling delays effectively, which can boost passenger satisfaction even when services are delayed.
Source: Transport Focus