Northern Rail one of the least trusted train companies in the country

NEGATIVE RESPONSE: Passengers said that Northern Rail was one of the least trusted train companies in the country

Archive pic: Tim Calow at Skipton Station (9326139)

First published in News
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Bradford Telegraph and Argus: Photograph of the Author by , T&A Reporter

NORTHERN Rail is one of the least trusted train companies in the country, according to watchdog research.

Passenger Focus surveyed 4,000 people and found many did not trust their train company to provide a good day-to-day service, or to be truthful, fair or communicate well.

Northern Rail, alongside Southern and Southeastern, scored most negative in the trust-in-service category which looks at punctuality and reliability, value for money, solving problems, and how helpful staff are at stations and on the trains.

The chairman of the Bradford Rail Users' Group James Vasey said: "I am shocked Northern Rail came so low for elements of it.

"I'm quite surprised how negative they have been marked.

"I do accept that punctuality is an issue Northern Rail suffer from. It could be improved upon - into Leeds and other parts of the county it is a problem.

"I have found Northern Rail staff at stations to be extremely helpful around Bradford.

"The value for money is extremely good in West Yorkshire, due to the way that rail fares is subsidised."

Managing director for Northern Rail Alex Hynes said: "Building a level of trust with our customers is very important to us. With a network as large and varied as ours, we work hard to get the basics right but building relationships can be a challenge.

"We are committed to making improvements and this survey gives us a clear indication of where we can do better.”

The Passenger Focus survey concluded: "To build greater trust with passengers, it is important not only to deliver a punctual and reliable service but also to build a stronger relationship with passengers, this being based on communicating openly and honestly."

Tim Calow, the chairman of the Aire Valley Rail Users' Group, said trust issues were not a big concern for passengers in the Aire Valley.

He added: "The service in Airedale generally runs well. Trust issues are not something I recognise here.

"Over the last couple of years, value for money fares have gone up a bit more - but I have not heard a lot of complaints at the moment."

Comments (7)

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6:57am Fri 15 Aug 14

BCFC1911 says...

The most trusted railway company. As they are all effectively rubbish that's like say Bradford is a multicultural paradise
The most trusted railway company. As they are all effectively rubbish that's like say Bradford is a multicultural paradise BCFC1911
  • Score: -1

7:55am Fri 15 Aug 14

Papa Smurfs Wig says...

It is multicultural, ask Dave Boy Green. Mind you l think he still thinks he's ever such a pivotal and wirthy leader.
It is multicultural, ask Dave Boy Green. Mind you l think he still thinks he's ever such a pivotal and wirthy leader. Papa Smurfs Wig
  • Score: -3

7:58am Fri 15 Aug 14

joe415018 says...

If Northern had to adopt the policy they have in Japan where they weren't allowed to charge if they are late Northern would be bankrupt. I've never had a train that leaves on time. Its almost company policy to have either a 3 minute delay or 6 minute delay and they can never explain why.
If Northern had to adopt the policy they have in Japan where they weren't allowed to charge if they are late Northern would be bankrupt. I've never had a train that leaves on time. Its almost company policy to have either a 3 minute delay or 6 minute delay and they can never explain why. joe415018
  • Score: 11

8:43am Fri 15 Aug 14

albioff says...

from Keighley towards leeds or bradford they all seem to be about 3 or 4 mins late and the 14.09 to leeds (ex Carlisle) is late nearly every weekday, that means the following Bradford train has to be late also.
from Keighley towards leeds or bradford they all seem to be about 3 or 4 mins late and the 14.09 to leeds (ex Carlisle) is late nearly every weekday, that means the following Bradford train has to be late also. albioff
  • Score: 8

9:27am Fri 15 Aug 14

bluebluerobin says...

"I'm quite surprised how negative they have been marked." Well, as a regular user I'm not. The trains are never on time, only approximately clean and the staff couldn't care less. Northern Rail has no concept at all of customer service.
"I'm quite surprised how negative they have been marked." Well, as a regular user I'm not. The trains are never on time, only approximately clean and the staff couldn't care less. Northern Rail has no concept at all of customer service. bluebluerobin
  • Score: 12

9:35am Fri 15 Aug 14

Grumpygirl says...

bluebluerobin wrote:
"I'm quite surprised how negative they have been marked." Well, as a regular user I'm not. The trains are never on time, only approximately clean and the staff couldn't care less. Northern Rail has no concept at all of customer service.
No surprise there then. You Tories should never have privatised the railways: or the energy companies, or the water companies. No good has come from handing public service companies over to organisations only interested in money.
[quote][p][bold]bluebluerobin[/bold] wrote: "I'm quite surprised how negative they have been marked." Well, as a regular user I'm not. The trains are never on time, only approximately clean and the staff couldn't care less. Northern Rail has no concept at all of customer service.[/p][/quote]No surprise there then. You Tories should never have privatised the railways: or the energy companies, or the water companies. No good has come from handing public service companies over to organisations only interested in money. Grumpygirl
  • Score: 15

10:21am Fri 15 Aug 14

Davyb16 says...

Unfortunately Northern Rail trains are classed as commuter services and can be regulated (delayed) to allow express services such as Transpennine , East Coast and Cross Country to depart or arrive into stations first. Announcements are made but often not heard due to the wearing of earphones listening to music or the use of mobile phones. The standard reply is "I never heard the announcement !" Also remember that apart from the Airedale and Wharfedale lines the newest rolling stock 158's are over 20 years old. Once a train is delayed for whatever reason it is rarely possible to catch up. The rush hour services lose time due to the numbers boarding and alighting at stations as they have no surplus rolling stock they cannot strengthen services, then you have platform length to take into account as well the train has to fit on correctly for safety.
Unfortunately Northern Rail trains are classed as commuter services and can be regulated (delayed) to allow express services such as Transpennine , East Coast and Cross Country to depart or arrive into stations first. Announcements are made but often not heard due to the wearing of earphones listening to music or the use of mobile phones. The standard reply is "I never heard the announcement !" Also remember that apart from the Airedale and Wharfedale lines the newest rolling stock 158's are over 20 years old. Once a train is delayed for whatever reason it is rarely possible to catch up. The rush hour services lose time due to the numbers boarding and alighting at stations as they have no surplus rolling stock they cannot strengthen services, then you have platform length to take into account as well the train has to fit on correctly for safety. Davyb16
  • Score: 10

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