Southern Railway (Performance)
Debate between Crispin Blunt and Drew Hendry(9 years, 4 months ago)
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Drew Hendry
I thank the hon. Gentleman for that worthwhile point. Of course, good rolling stock and engines on the network are important. I am pleased that in Scotland we tend to get good service, although there will always be some complaints and service issues. The hon. Gentleman and his constituents should be able to enjoy good service, too.
Last week I overheard some American visitors—this affects everyone here—sitting on the floor of the train discussing just how much they had paid for this “luxury”. It was not cheap, at least in terms of the cost. That reflects not only on the tourist industry here but on the experience of visiting Scotland. According to a recent House of Commons Library report, Southern railway’s moving annual average is, as we have heard, only 82.8%. That is the lowest of any train operator in the UK, and dramatically below the service levels that we experience in Scotland. That has come as something of a culture shock to me. We might ask what it means for rail users. The most staggering example I found was that the train from Brighton to Victoria was late every day of 2014. Simply put, every single day the poor commuters from Brighton to London did not receive the service they paid for. I do not use that service, but I understand their problems.
I will not go into more statistics, because other hon. Members have already covered a lot of them, but customers are paying for a poor service with their time and their pockets. That is unacceptable. The right hon. Member for Arundel and South Downs mentioned the “train of shame” and we have also heard about the “misery line”. It is too poor.
Crispin Blunt
On the subject of fares for an inadequate service, does the hon. Gentleman agree that it is wholly unreasonable that those customers are paying to subsidise services elsewhere in the country, including Scotland?
Drew Hendry
I do not accept that calculation for Scotland. I could give the hon. Gentleman a lengthy argument—a treatise—about it, but he will allow the fact that time is limited, and I am sure he will want the Minister to have time to speak. Perhaps we can catch up another day on why that does not apply to the situation.
Rail companies have a duty to ensure that customers are aware of their rights to compensation. I call on the Minister to review rail service compensation arrangements: first, to ensure that all franchised operators are moved to the DelayRepay scheme as a priority; and, secondly, to raise awareness of compensation rights so that rail users know exactly what they are entitled to. It is ludicrous that rail companies can profit from delays caused by Network Rail. They receive compensation but given the lack of uptake in compensation claims made by users they can, as has been mentioned, often profit as a result.
The 30-minute delay rule for compensation is unacceptable, as has been mentioned. Perhaps hon. Members will want to call on the Minister to establish an ombudsman-like body to ensure that rail companies are subject to appropriate scrutiny when they handle complaints. Perhaps it will only be when rail companies pay from their pocket and time that appropriate improvements to services will be made.