Shropshire Star

Quarter of Shropshire and Mid Wales travellers suffering rail delays

A quarter of passengers using trains across Shropshire and Mid Wales suffered delays on their journey.

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A poll of 7,000 train travellers throughout Britain looked at journeys both commuter and leisure passengers had taken in the 12 months ending November 2014.

Of the 21 train companies, Virgin Trains had the sixth best result for delays with 23 per cent of passengers saying they had experienced a delay on the last journey they had taken with the company.

Arriva Trains Wales was ninth best of 21 with 26 per cent of passenger experiencing a day.

Both were better than the average 29 per cent of rail passengers who said they had suffered a delay when they last travelled, while three quarters of those held up for more than an hour said they were not told that this meant they qualified for a full refund. Commuters in the south east travelling into London faced the most problems, with 39 per cent of travellers facing a hold up according to a Which? survey.

Which? executive director Richard Lloyd said: "Passengers often have little or no choice as to the rail companies they travel with, so as ticket prices continue to rocket, more must be done to improve customers' satisfaction and to inform people of their right to a refund as a result of delays."

Martin Abrams, public transport campaigner for the Campaign for Better Transport, said: "The Which? survey paints a bleak picture of expensive fares, frequent delays, overcrowded, dirty trains and poor communication from train companies to passengers.

"It is very notable that some of the busiest train routes around London and the South East are also regarded as offering the worst value for money. It's also telling that those franchises which are managed locally rather than from Whitehall tend to offer a better service."

Roger Goodhew, liaison officer with the Shrewsbury to Aberyswyth Rail Passengers Association, said: "Just above half way is not bad. Certainly it is much better than it was about 10 years ago. Since then there have been changes to the route both physical and with the timetable and things have improved considerably."

David Sidebottom, director at rail customer watchdog Passenger Focus, said: "

The top issues raised by passengers contacting Passenger Focus include train delays, refund conditions and levels of compensation."

A spokesman for the Rail Delivery Group, which represents rail operators and Network Rail, said: "While almost nine out 10 trains now arrive on schedule, we are investing billions of pounds so that we make good on that promise more often and improve passengers' satisfaction with our services."

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