Train firm First Capital Connect finishes bottom on customer satisfaction poll


.... - Credit: Archant

TRAIN operator First Capital Connect, which runs services in Welwyn Hatfield and Potters Bar, has finished bottom in a survey on passenger satisfaction.

First Capital Connect

First Capital Connect - Credit: Archant

The operator gained a score of 40 per cent customer satisfaction according to the poll run by consumer watchdog Which?.

The four least popular companies overall were First Capital Connect, Greater Anglia, First Great Western and South Eastern.

According to Which? all four “offer services that don’t feel like value for money for their customers, particularly commuters”.

One First Capital Connect customer told Which?: “The price has increased and the trains get more and more crowded.

“I never see any improvements for the extra money I’m paying.”

The top-rated firm was Virgin, which got 67 per cent satisfaction.

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Which? executive director Richard Lloyd said: “With 1.5 billion train journeys made every year and eight of the 17 UK rail franchises up for grabs in the next two years, customer service should be top of the agenda for every train operating company.

“It is good to see some are performing well on service, but passengers clearly feel others need to do better.”

He added: “Passengers tell us they are fed up with trains that are delayed, overcrowded and dirty.

“This is especially disappointing as many commuters can’t shop around or change the company they travel with.

“Train companies need to play fair with their customers, especially when they are being asked to pay more for their journeys.”