ORR statement - Response to Passenger Focus' National Passenger Survey

4 February 2010
ORR/05/10

Office of Rail Regulation Chair Anna Walker said:

"It is encouraging to see that 83% of passengers consider their rail services to be satisfactory or good.

"But we have to recognise that there are some areas of real concern. Through this survey, passengers have sent the rail industry a clear message that there is significant room for improvement - they are not happy with facilities and services at stations and on trains, the availability of staff, how well train companies deal with delays and the value for money their train ticket provides.

"It is up to all of us - train operating companies, Network Rail, the Government and Office of Rail Regulation - to meet these challenges and deliver the levels of service and value that passengers rightly demand."

ORR press office

020 7282 2007/2094