Rail Passenger Comfort

Jesse Norman Excerpts

Thursday 12th July 2018 Commons Chamber

[The Parliamentary Under-Secretary of State for Transport (Jesse Norman)]

I congratulate my hon. Friend the Member for Milton Keynes South (Iain Stewart) on securing this timely debate, which covers an important topic. It has already been noted that he is a great expert in this area, and I pay due deference to him not only as a member of the Transport Committee but as a railway nerd of some considerable standing and expertise. We saw his expertise in the debate today in the casual way in which he dropped in the different classes of locomotive and referred to the historical experience and the methods of cost benefit analysis involved in calculating the benefits associated with the journeys that he described.

My hon. Friend will be aware that I am not the Rail Minister, so I should enter a caveat about my own extreme lack of experience and understanding of the issue, but I hope that I will be able to say some things that will give him some comfort and show that the Government are keenly aware of the issue and are addressing it. As he says, this is a long-term issue, and he rightly paints a beguiling picture of the quality of travel in an enhanced Stewart-world, if one may describe it as such. Nothing is more beguiling than the image of you, Madam Deputy Speaker, in a Pullman car—I hope of your own design and specification—being taken to destinations unknown.

To address the questions that have been raised, I will talk a little about the franchising programme and the investments in rolling stock. As the House well knows, passenger numbers have more than doubled since privatisation of the railways 20-odd years ago, and the country’s railways need to adapt to cope with that and with future demands, which means investing in upgrades and new services across the country. That investment is never more important or evident than when it goes towards modern, comfortable and reliable trains, which are the key to a better railway for passengers.

Since 1996—my hon. Friend is the only Member who would know this by heart already—train operators have placed orders for more than 13,000 new carriages across the country. Those carriages have delivered significant benefits to passengers. The old slam-door trains across the south are being retired and replaced. We have high-speed trains on the west coast main line and the imminent replacement of the Pacers in the north with brand-new air-conditioned carriages with what we expect to be state-of-the-art passenger facilities, such as wi-fi, real-time passenger information and USB charging sockets.

As my hon. Friend mentioned, passengers are now being carried on the brand-new intercity express trains on the great western route. As my hon. Friend the Member for Filton and Bradley Stoke (Jack Lopresti) touched on, although some concerns have been uttered about some of the seating, the overwhelming impression, teething problems aside, has been positive. There are also important orders for new trains for passengers in East Anglia and the west midlands. We expect the new trains to help transform the railways, and faster, greener, more pleasant vehicles will not only improve the experiences of those who use them, but set up the traditional cascade of newly refurbished stock to other parts of the network.

It is important that operators continue to invest in the benefits of a good passenger experience. The reliable provision of wi-fi on trains is a key priority for passengers, and that has become a requirement on all trains through the franchising process to ensure that customers can get connected. Passengers are also now seeing advanced information systems being rolled out on both new and refurbished trains. Those systems deliver real-time information that helps passengers make informed decisions about their journey.

It is also important to recognise, as my hon. Friend the Member for Milton Keynes South would, that it is essential for a rail service that is doing its job properly to be accessible to all passengers. Some of the new trains being built have been designed with integrated devices that fill the gap between the train and the platform, and refurbished trains are being modified to ensure that they will meet modern accessibility requirements. Accessibility is also being baked into new franchise competitions to drive such improvements.

If run properly, a franchising programme should be one of the key drivers of delivering benefits to passengers, and the Department will continue to consult stakeholders before letting each franchise. Once the franchising process is ongoing, we then look for franchise bidders to propose initiatives to improve the quality of rolling stock. The Department for Transport sets out its aspirations in the “Rolling Stock Perspective” document, which provides a high-level overview of the kinds of benefits that passengers should expect and that train operators should work towards. Such aspirations are intentionally set up as outputs or results, because we want to leave it to train operators to decide what innovative approaches they may take and what experience they can draw on to help them to meet those goals.

My hon. Friend rightly focused on passenger experience. It is absolutely right that passengers should have high expectations and that the industry should focus on that passenger experience—of getting on the train, moving through it, using it, whether sitting down or standing, and getting off. The Department has worked hard to understand the expectations of not just passengers but all the parties to the different aspects of train usage— focus groups, representatives of passenger groups and manufacturers—in order to meet expectations.

From my own experience, and having met train chief executives, I think it is fair to say that there is a great deal more to be done. My hon. Friend is right to focus on a relative lack of innovation in this area. It will be interesting to see whether more innovation might be possible in future franchising arrangements. We look to train operators to address the challenge he set for the kind of innovation he wishes to see to improve the customer experience. Seat comfort is clearly part of that experience, and he was right to focus on concerns expressed about Thameslink and intercity express trains. He will be interested to understand that a considerable process was undertaken to assess seat comfort on those trains. The Thameslink trains were developed from a specification produced by expert advisers, with significant input from the then operator, and designed by Siemens. That included significant consultation with national and regional passenger groups, which had the opportunity to review the seats and found the comfort levels to be generally satisfactory.

On the intercity express trains currently being introduced on Great Western and shortly on the London and North Eastern Railway, the Department set out in the specification that the seats should be comfortable for two-hour-plus inter-city journeys. Those trains were procured from Hitachi by Agility Trains, which undertook visits with stakeholders to gather feedback on the design and seating comfort. That demonstrates that, as my hon. Friend mentioned, consultation can take place and still not please everyone. That is built into the picture we are describing.

There is no question but that train seating should be comfortable for passengers. As my hon. Friend acknowledged, the design and specification of seats needs to balance the conflicting need for more seats in order to manage escalating passenger demand with the desire to provide sufficient space for each passenger and an ergonomically tested design. He can imagine that, given my height, this is a topic extremely close to my heart, and indeed my lumbar region. Seats must also conform to the relevant European design standards on fire safety and crash-worthiness.

There are no objective standards for seat comfort. As my hon. Friend correctly said, the Rail Safety and Standards Board is now managing a research project that will provide a more informed approach to making seats more comfortable and safe. I will be happy to write to him separately to give him guidance if we get any insight into the timing of the process and when it is expected to be completed. That research is aimed at developing a more sophisticated approach to understanding comfort, taking into account the shape of seats, cushioning, material choice, lumbar spine support—I am pleased to say—vibration, legroom, journey length and many other aspects. The goal is to put together a seat comfort specification with a set of minimum requirements that guards against bad outcomes, as it were, but gives plenty of scope for innovation and improvement.

I am grateful for this debate. Despite its recent travails, the rail industry does take its obligations to passengers in its rolling stock very seriously. I welcome the emphasis that my hon. Friend has placed on discretionary journeys and the importance of innovation and customer service in ensuring that those journeys are given the maximum usage possible. Increasing passenger numbers, coupled with increasing pressures on funds, is creating both challenges and opportunities for innovation and new ideas, but at no time are they more needed than when necessity is the mother of invention. The Department is committed to ensuring that rolling stock meets the needs of passengers now and in the future. As the rail industry evolves, it needs to ensure that passengers and passenger safety and comfort are kept at the heart of everything it does.

Question put and agreed to.