Rail passengers have been badly let down by Government failure to structure, monitor and enforce franchise agreements and the planning and management of major rail infrastructure projects. The call comes as MPs publish a report, ‘Improving the rail passenger experience‘, in which the Committee examines the railway from the passengers’ experience.
The evidence was dominated by the problems faced by Govia Thameslink Railway (operators of Southern Railway) passengers for more than a year: poor management of the franchise from the beginning, inadequate staffing, rolling stock issues, mismanagement and prolonged industrial action complicated by the huge Thameslink infrastructure programme.
The report considers whether GTR is now in default of its contractual obligations. The proportion of services cancelled on GTR’s network is now substantially in excess of the default level. In normal circumstances, this would be grounds for termination of the contract.
GTR has made claims for force majeure (which would revise its contractual benchmarks due to events beyond their control). The Committee is critical that crucial processes have been delayed by the ‘tardiness’ of GTR in supplying the information required to assess the claims.
Should the company be in default, the Department for Transport must take the opportunity to restructure or terminate the agreement and deliver services in a more effective way for passengers. The Committee concludes that the DfT’s claim that “no other operator” could do a better job in the circumstances is no longer credible.
The scrutiny of GTR’s performance against its contractual obligations was made more difficult by lack of access to essential information. The Committee is calling for this information to be made publicly available.
On parts of the rail network, passengers struggle to get the service they deserve on a daily basis. Lack of access for disabled passengers, overcrowding, delays, complex ticketing, poor deals for part-time commuters, a lack of timely information on delays and insufficiently informative updates available through websites and apps – add to the misery of passengers across the rail network.
MPs cast doubt on the value of the official measures of overall passenger satisfaction and call for operator performance measures which reflect the reality of passenger experience.
The Chair of the Transport Select Committee, Louise Ellman MP, commented:
“Passengers must be furious – and rightly so. While the number of passenger journeys on the railway has more than doubled over the last two decades, the size of the physical network has barely increased at all. Passengers now contribute more than 70% of the industry’s real income, but in too many places, passengers are badly served by train operating companies.
We welcome Government’s decision to launch an enhanced rail compensation scheme on GTR. It’s taken ministers some time to acknowledge the difficulties faced by passengers, but the Delay Repay 15 scheme will offer compensation when trains are more than 15 minutes late. Now ministers need to be more hands-on with monitoring franchises, and sort out the Southern Railway mess in particular.”
This report, ‘Improving the rail passenger experience’, is one of a series of five inter-related inquiries by the Transport Committee into the ‘Future of Rail’.
The current problems on Southern Railway emphasise key barriers to the railway functioning effectively within the current structures of the rail sector. This issue will be explored further as the Committee continues to take evidence for the inquiry into rail franchising.
Next in line for publication is the report on proposed new rail technology, including updated signalling, rail technology and rail traffic management systems as part of a ‘digital railway’.
For the original article and further information, please visit www.parliament.uk
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