Govia Thameslink and Network Rail

Debate between Jeremy Quin and Henry Smith

Wednesday 16th March 2016 Westminster Hall

[Jeremy Quin]

It is always a pleasure to be pre-empted by my hon. Friend the Member for Tonbridge and Malling (Tom Tugendhat). He raises a valuable point that I hope the Minister will respond to, particularly in the context of delay repay. There must be a simpler way in this modern age for people to get their money back for journeys for which they bought a service but did not receive it. I am sure my hon. Friend is well ahead of me with the technical means for dealing with such things. There must be better ways of delivering that service.

I speak for a number of hon. Members here when asking those responsible for ticket offices to think again long and hard before proceeding with these closures, which I believe should not take place. In particular, I ask them, in the current environment of huge uncertainty faced by passengers and a poor service, how on earth reducing customer interface can possibly be in the interests of either passengers or the companies.

I will mention another sense of wonderment shared by my constituents. They look at the performance of our operators and Network Rail. They experience at first hand the chaos of what is the first step in a number of improvements that need to be made to the lines. They all too often stand cheek by jowl with other passengers on trains going through the deepest cutting anywhere in western Europe on their way to London. And they ask themselves in what parallel universe anyone could believe that the public infrastructure laid out in the 19th century to serve rural towns and commuters could possibly support Gatwick airport were it to double in size with a new runway to take the same number of passengers as Heathrow and were a far greater number of workers forced to commute from far afield to service the new facility. In fairness, I do not expect the Minister to respond to that point today, but I raise it to share with the Government the frustrations felt by my constituents. If anyone imagines that the existing infrastructure could cope with a minimum of an extra 90,000 passenger journeys a day, that shows a complete failure to understand the sheer inadequacy of the current service.

[Henry Smith (Crawley) (Con)]

My hon. Friend makes a powerful point. With regard to Gatwick airport, he is absolutely right that the existing rail infrastructure can barely cope as it is, let alone were there to be an additional runway. Although I welcome the more than £50 million-worth of investment in upgrading the Gatwick station, in terms of line capacity Gatwick has not offered any assistance, and my hon. Friend is absolutely right to say that that means Gatwick is absolutely the wrong choice for runway expansion in London and the south-east.

[Jeremy Quin]

I thank my hon. Friend for that point. He is absolutely right. If one looks at a possible alternative to Gatwick, one sees four or five main railway lines, Crossrail coming in and a potential spur to High Speed 2, as well as the tube network, faster journey times into London and a large number of would-be employees who are looking for employment absolutely on their doorstep, but we will not dwell on that; we will dwell on the subject at hand. I raised it purely because of the frustration that many of our constituents feel that their problems cannot be being taken seriously if people are seriously considering that they can throw all these extra passengers on to the same line.

I know that the Minister has put a huge personal investment of time and energy into sorting out the problems in this area. She has referred in the past to the massive productivity gain that could be gleaned were the problem to be solved, and she is absolutely right. We heard more in the Budget speech today about the productivity gains that could be had from transport. This is the basic work that needs to be put together to get real productivity gains for our economy. I know that the Minister is aware of that and of the human misery that entails from the problems on this line. May I offer three comments by way of conclusion?

First, we are all far too familiar with long and complex lists of the factors that need to be got right to improve the service. I have no doubt that those are provided in genuine good faith by committed managers, but they are simply inadequate for either solving the issues or reassuring passengers. Can we please hear less about the inputs and more about committed outputs that are deliverable and can be delivered on time? As part of that, I would like to see Network Rail, which seems a very distant organisation—according to the statistics, it is probably responsible for 57% of the delays on my line—far more customer-focused in the way it approaches its problems, and anything that the Minister can do to bring it closer to the reality of what its service entails would be welcome.

Secondly, I know that the Minister is a great advocate of more efficient, simpler and more generous refunds through delay repay, as so eloquently said by my hon. Friend the Member for Tonbridge and Malling. I would very much like to hear anything more that she can share with us on that. It is a way of concentrating the minds of the train companies, as well as providing what are only the just deserts for passengers who have been affected.

My last comment relates to the structure of the service. I do not believe that nationalisation or stripping commercial firms of franchises is a panacea. However, this is by far the largest and most complex task to get right in the network. I hope that if the Minister decides that its sheer scale and complexity requires the attention of smaller and more nimble spheres of operation, she will not be afraid to start that process.