Southern Railway (Performance)

Drew Hendry Excerpts

Wednesday 8th July 2015 Westminster Hall

[Drew Hendry (Inverness, Nairn, Badenoch and Strathspey) (SNP)]

I thank the right hon. Member for Arundel and South Downs (Nick Herbert) for securing the debate and giving me the opportunity to show common purpose with other Members. He has done much to raise the profile of the performance of Southern railway and to call for improvements to the service provision. I note also that Southern is committed to an improvement plan over three periods: May and December of this year and December 2018. Of course, although I welcome the planned improvement periods, it is our job to ensure that we hold service providers to account on behalf of our constituents.

For Scottish constituencies, Gatwick is a main link for tourists and for business and leisure travel. Consequently, many people from those constituencies, including mine in the highlands, use the services of Southern railway—mainly, though not exclusively, the Gatwick Express. From the point of view of my constituency, Gatwick is Inverness airport’s main business destination. Gatwick airport is Edinburgh airport’s second top destination, and Edinburgh is one of Gatwick’s top three UK destinations.

The issue is clearly one of management and accountability. The staff I have met on the services have been exemplary, helpful and pleasant, often working with passengers who are tired, busy, sometimes lost and often frustrated. They do their job well, and none of my comments is directed at the hard-working men and women deployed on the network. However, the management needs to hear the realities of using the company’s services.

Having become a regular commuter to London and a frequent user of the Gatwick Express, I know only too well how frustrating and disruptive delays and unreliable links can be. We heard about a “gladiator” earlier; people need to take part in some gladiatorial games to share the service, including the platform shuffle—the game of working out which train standing at Victoria will not leave the station. That usually involves passengers packing an overcrowded train and then, if they are lucky, finding a seat or wedging themselves into a corner. Often they simply sit on the floor or on luggage before the announcement is made that the train will not be leaving the station. The chase is then on to decamp, rush to the adjacent platform and join another train even more jam-packed with passengers. Then there will be the unscheduled stop to accommodate a broken-down train on another line.

Of course, a train and service that work to schedule and a seat are the basics. If I travel between Edinburgh and Inverness on ScotRail, I can at least get some work done using the free wi-fi on board. There is none of that on the Gatwick Express, which should be a flagship service. I am surprised that hon. Members can actually get tweets from their constituents; I do not know how they get out. If commuters on other parts of the network are sharing my experience, that is pretty desperate stuff.

[Tom Tugendhat]

I thank the hon. Gentleman for one thing: ScotRail has recently handed over some diesel carriages for the Uckfield line. I hope that when ScotRail has had enough of its old rolling stock, he will encourage it to allow our dinosaur of a line, the Uckfield line, to get access to something that the Scots have rightly upgraded from.

[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.