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February 16, 2015

Which? survey reveals UK’s Southern tops firms offering the most delayed services

A new report by consumer association Which? has revealed that train operator Southern has topped the list of firms that offered the most delayed rail services to their passengers in the UK in 2014.

By Samseer M

A new report by consumer association Which? has revealed that train operator Southern has topped the list of firms that offered the most delayed rail services to their passengers in the UK in 2014.

According to the survey, C2C was the least delayed service, with around 14% passengers reporting a delay on their last journey.

The survey report shows responses from travellers based on journeys they had taken in the 12 months ending November 2014 and majority of them are likely to be unhappy with their service.

The survey was also focused on the availability of seating, cleanliness of toilets and carriages, punctuality and value for money.

"Long delays and consistently low levels of customer service are driving commuters to distraction."

Which? executive director Richard Lloyd said: "Long delays and consistently low levels of customer service are driving commuters to distraction.

"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."

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UK rail passengers voted London Overground as the best operator for letting them know their rights on delays.

London Overground was followed by South West Trains, Southeastern, First Great Western and Southern respectively.

According to commuters, Thameslink & Great Northern / First Capital Connect offered an unsatisfied service during the period. It scored the lowest on overall satisfaction with a score of 43%.

Meanwhile, Southeastern said that the survey reflects a difficult autumn period for passengers, during which their journeys were affected by a broken crossing at Lewisham and a number of signalling problems.

South Eastern also added that it will invest more than £70m over the next three years in the areas that passengers prefer as the important routes.

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