GWR and Network Performance

Nick Thomas-Symonds Excerpts

Tuesday 5th February 2019 Westminster Hall

[Stephen Doughty (Cardiff South and Penarth) (Lab/Co-op)]

I beg to move,

That this House has considered the Great Western Rail (GWR) delays and performance across the network.

It is a pleasure to serve under your chairmanship, Mr Betts. I thank the Backbench Business Committee for generously accepting my application for this urgently needed debate on the Great Western rail franchise, and the many colleagues from across the House who supported it. It is good to see so many colleagues from across the network in the Chamber; they will represent the concerns of passengers from across the network and the difficulties that they face. It is clear that the deteriorating GWR service affects many hon. Members and their constituents.

I also thank those who shared their stories and frustrations about GWR’s failures on the RailUK Forums and the Great Western passengers forum, and my constituents who did so on Facebook and Twitter. I thank the Parliamentary Digital Service for its outreach work in support of this debate, and the House of Commons Library and my office for helping to compile a list of some of those concerns.

Carmel, who commented on one of the forums, summed up the situation:

“Terrible customer experience with travel and website use. Cannot rely on the train service to get me to work on time despite my rail fare going up year on year. Cancelled trains, delayed trains, high cost...Hopeless and frustrating journeys day after day. Poor Wifi, ridiculous paper filling out to get a refund on tickets. Makes life very stressful for commuters.”

Those are some of the issues that I will touch on.

[Nick Thomas-Symonds (Torfaen) (Lab)]

I congratulate my hon. Friend on the way he is leading this very important debate. On that point, my constituents who have contacted me say they want to use the train service more often and not drive to work, but they cannot, due to the issues that my hon. Friend identifies—particularly those relating to reliability. Does he agree that that is simply not acceptable any more?

[Stephen Doughty]

Absolutely. I concur with that point. It is a great tragedy that the service problems are turning many potential rail users on to the roads. We do not want that to happen, particularly in the south Wales corridor.

As the Library helpfully summarised for Members in the debate briefing, Great Western Railway is currently run by FirstGroup under a direct award that is due to expire in March 2019. The Department for Transport decided to exercise its option to extend the direct award until April 2020, and we understand that it plans to negotiate another direct award for two years until April 2022. It took that questionable decision despite the fact that, as the Library outlined, Great Western’s performance has seriously deteriorated of late. That is reflected in the declining levels of passenger satisfaction on its part of the network. The autumn 2018 national rail passenger survey revealed that passenger satisfaction was just 78%, and had declined from 84% when the survey was conducted three years earlier. Even more shockingly, only two thirds of GWR passengers were satisfied with the reliability of trains, and only 40% were satisfied with the way GWR handled delays.

The Great Western route is unusual in that it is hugely wide geographically. It stretches right along the historical south Wales and west country main line, famously developed by Brunel, and serves the M4 corridor and the commuter lines into the Thames valley. Crucially, it also goes down to the south-west, Devon, Somerset and Wiltshire. It is a lifeline for many communities. People rely on it for commuting between those regions and travelling to and from London.

There have been substantial problems on the network for the past few years, a variety of which have hit the headlines. The bulk relate to the delayed and altered electrification programmes, the responsibility for which lies with the DFT and Network Rail, and to the introduction of the new trains. Surprisingly, the Department extended the franchise without adequate consultation or consideration. The problems include serious delays, poor service, delays in processing compensation claims and other concerns about performance include catering issues, failures relating to reservations and the management of rail replacement services at crucial periods.