Future of Rail (Passenger Experience)

Clive Efford Excerpts

Thursday 16th March 2017 Westminster Hall

[Clive Efford (Eltham) (Lab)]

I congratulate my hon. Friend the Member for Liverpool, Riverside (Mrs Ellman) on her introduction to the report and the Government response. I came on to the Committee part way through the investigation, but I feel a certain amount of ownership because in my previous life on the Select Committee I was involved in the 2006 report. I am dismayed to be back here still debating exactly the same things we raised in our report all that time ago.

Before the 1997 general election I went to an event attended by the comedian and satirist John Bird, back when rail privatisation was still in its fledgling years. He said that the rail operating companies had given up calling people “passengers” because they did not want to give them the idea that they had any intention of taking them anywhere. People served by Southern and Southeastern —my constituents are served by Southeastern—get the impression that nothing at all has changed since. Things have not moved on.

The passenger experience is at the heart of what we should be seeking to achieve in our railways. It is not satisfactory to say that the railways must be a success because so many more people are travelling on them. People travelling on Southern, for example, do so because they have no alternative but to suffer the service they are being offered. After all, there are few alternatives for getting to work other than to suffer that service.

The poor performance of Southern and Southeastern is exacerbated by the development taking place at London Bridge. I commend the railway industry for keeping London Bridge operating while such an incredible feat of engineering is taking place—to add two additional lines through so busy a station while keeping much of it operating is quite an achievement—but that does not excuse the frequency with which my constituents are inconvenienced because the infrastructure has broken down, whether it is a set of points at Charing Cross, London Bridge or Lewisham, as is frequently the case, or a train that is blocking the rail. That is too often the experience of the customer.

Recently, quite late one evening, coming back from the House, I was at Waterloo East and the trains were all delayed—I cannot remember whether it was a train or the points on that occasion. A woman standing next to me shouted across to the central platforms of the station, trying to get some information from the staff about how she could get to the station that she wanted to get to. They were holding their hands to their ears, trying to hear what she was saying, then a train trundled between them and stopped at the platform. The woman sauntered off down the platform and the train left, while the staff kept talking to each other on the other platform. The impression was that the staff were so beaten down by the quality of the service that they had given up making any attempt to assist passengers.

There is something in that about the quality of the customer interface; the interaction of staff and passengers who have been inconvenienced. That needs to be addressed and the Government should hold the train operating companies to account for it. It is not good enough to collect statistics. The companies should train their staff to react and respond to passengers, in particular when the service is disrupted, and they should be readily available to provide prompt advice. Waterloo East station has four platforms, but on that occasion four members of staff were all on the two central platforms. Why were they not deployed to help the customers who needed information? Southeastern needs a rocket under it to provide better information. I have other experiences, which I could go into.

[Robert Flello]

I am enjoying my hon. Friend’s contribution. I wanted to make a point about some of our stations, as I shall very shortly experience the joys of Euston station, to get back to Stoke. Why is it, for example, that we are told only 15 minutes before departure which platform our train to Stoke is to leave from, even though the train has been there for ages? That sort of thing drives people crazy.

[Clive Efford]

My hon. Friend’s intervention is incredibly timely, because I was about to go on to describe my attempts to get to Stoke-on-Trent on Virgin Trains on 23 February. I was fortunate that I did not take the 10.30 am train as my colleagues had. It had left, but perhaps my hon. Friend the Member for Stretford and Urmston (Kate Green), who is present, only got to Stafford at 8 o’clock in the evening, as my hon. Friend the Member for Greenwich and Woolwich (Matthew Pennycook) did. He texted me from there; he had been travelling for more than 10 hours. My train did not leave at all. I sat there for 45 minutes and finally it was cancelled, although that turned out to be fortunate, because I did not end up trapped half way up the country, nowhere near where I wanted to go.

I then tried to claim my ticket back. I know we are going to do an inquiry into this, but it too is part of the passenger experience. As instructed, I went on to the Virgin website to claim my ticket back, but there was no facility to say that my train had been cancelled. I was allowed to say that my train had been delayed, but I was unable to say that it had been cancelled. Every time I pressed the button, I was sent back to the beginning, so I took to Twitter and asked, “Is anyone else having this problem with Virgin rail?” I am sure because I am a Member of Parliament and on the Select Committee, I then got Rolls-Royce treatment—[Interruption.] It was absolutely Rolls-Royce, because Virgin wrote back to me saying, “Dear Joseph”, and that they were sorry about my customer experience. They also sent me half the money and we finally resolved the matter. The point, however, is that the experience should not be like that.

In the report one of the online ticketing companies, Trainline, said that people were uncertain whether they had bought the cheapest ticket, which was a barrier to some people choosing to use rail at all. Which companies make the cost of their product so opaque that it might put customers off, other than one that has a trapped market and people who have no choice but to use that service, no matter how bad it is? We really need to deal with that customer experience.

My last point is about overcrowding and capacity. I go back to Southeastern. The figures in the report show that Southeastern operates an appalling service. It is one of the worst, and it should be thankful for Southern which stops it from being bottom of the customer satisfaction rankings. When we consider that every day so many people in south-east London rely on that surface rail service to get to work, and that there is no alternative but road, we realise what an appalling service it is and what an appalling and disproportionate impact it has on the lives of people from that part of London.

Many people think that the whole of London is served by the underground, but my part of London is well outside the orbit of the underground, and buses from outer south-east London take a devil of a time to get into central London. We rely almost entirely on that commuter rail service, and it is not acceptable that it is such an appalling performer. When we do get on trains, they are overcrowded at peak times because they are not long enough and there are so few alternatives to that rail service.

We have lengthened the platforms, so let us now lengthen the trains. We need to ensure that we have the capacity on Southeastern rail services so that people can get on the trains at peak time. We need 12-car trains serving the metro services in south-east London so that constituents from north Kent and my constituency can get to work comfortably and on time every day. Thank you, Sir Edward, for allowing me to make that contribution.

[Sir Edward Leigh (in the Chair)]

Order. Mr Quince, I was a bit hard on you. If you wish to make a comment now, you may.

--- Later in debate ---

[Marion Fellows]

I stand corrected. However, in anyone’s book that number of cancellations is not acceptable. The management fee basis on which the Southern franchise was put out seems to be quite a drain on the public purse and something that the Government should look at as quickly as possible.

[Clive Efford]

Did the Scottish National party Government in Scotland learn anything from the franchising process we have undergone in England? The passenger survey shows that, since the Scottish Government privatised the service to Abellio, satisfaction in the service has declined, and the service has declined since then. I wonder whether any lessons—

[Sir Edward Leigh (in the Chair)]

Order. I do not think we need to start debating Scottish railways—unless you really want to, Marion Fellows—because I am not sure they are germane.