Rail passengers' complaints data shows focus on train punctuality
28 March 2013
New statistics published today on the regulator's data portal show that passengers' complaints continue to focus on train punctuality.
Updated rail complaints data highlights that, between 1 October 2012 and 31 December 2012, rail passengers' complaints concentrated on train punctuality (42%), followed by complaints about the quality of facilities on-board the train (14%), and fares (14%).
Data also shows that the overall number of complaints has been steadily decreasing over the past decade – dropping from a high of 128 complaints per 100,000 journeys recorded at the end of 2002-03, to latest levels which stand at 33 complaints per 100,000 journeys in the last 12 months.
New statistics published today on the regulator's data portal show that passengers' complaints continue to focus on train punctuality.
Updated rail complaints data highlights that, between 1 October 2012 and 31 December 2012, rail passengers' complaints concentrated on train punctuality (42%), followed by complaints about the quality of facilities on-board the train (14%), and fares (14%).
Data also shows that the overall number of complaints has been steadily decreasing over the past decade – dropping from a high of 128 complaints per 100,000 journeys recorded at the end of 2002-03, to latest levels which stand at 33 complaints per 100,000 journeys in the last 12 months.
International Railway Journal
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Railway Engineering News
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Network Rail
Passengers in Reading are being asked to prepare themselves for 10 days of changes to train services as their new station arrives this Easter.
Staff from Network Rail, First Great Western and Reading Borough Council are on hand from 7.30am until 6.30pm on Tuesday 19th and Wednesday 20th March to answer questions about the £895m investment in the area which includes the upgrade of the station and work to unblock the bottleneck on the railway.
From Friday 29th March to Sunday 7th April there is planned disruption to train services, with passengers being urged to check before they travel. From Tuesday 2nd April commuters will be able to use the station’s four new platforms, two new entrances and a spectacular new link bridge for the first time.
Bill Henry, Network Rail programe director, said: “We realise it will be an inconvenience to passengers to plan alternative routes while we undertake the most ambitious part of this massive project to date. If there was any other way that we could deliver the improvements we would do it. But passengers should understand that during the 10 days of disruption to train services we plan to achieve as much as we could in 20 weekends of work.
“By compressing together the work we need to do we are on target to finish the upgrades one year ahead of schedule in 2015. This Easter is an historic one at Reading – as it will see the wonderful new parts of the station being opened to the public for the first time. It will also see the biggest commissioning of new track, signalling and infrastructure works at one time in the history of Network Rail. We have a huge task ahead of us, but all of this is only possible through the patience of the travelling public and for that I would like to thank them.”
During the ten-day period, the platforms that trains arrive into and depart from will change, and passengers are being asked to check which platform their trains will depart from on arrival at the station. First Great Western will have staff on hand to help customers while they get used to the changes.
First Great Western managing director, Mark Hopwood, said: “The works taking place over Easter are the most extensive phase of the upgrade scheme to date. Network Rail is doing a fantastic job improving Reading station and we’re looking forward to unveiling the latest phase in the redevelopment of our station to customers after Easter.
“We have sought to minimise disruption to our customers’ journeys as far as possible as Network Rail carries out these essential works, which will mean improved journeys for thousands of rail passengers. However, many journeys will be affected and I’d encourage anyone travelling through Reading and surrounding stations during this period to check their journeys before they travel.”
After the first phase of the new station opens on 2nd April, there will be around 12 months of further improvement works. These will include the demolition of the old link bridge and replacing old canopies and platforms, bringing them up to the standard of the new parts of the station.
By spring 2014, the entire station upgrade will be complete, with the whole project, including a new viaduct to unblock the bottleneck on the railway, remaining on course to be finished in 2015 – one year ahead of schedule.
Passengers and the public are also set to benefit from work Reading Borough Council is doing to improve the areas outside the station’s two new entrances.
Tony Page, Reading Borough Council’s lead councillor for regeneration, transport and planning, said: "When complete the council's new interchanges, to the north and the south of the station, will markedly enhance the environment in and around the station, providing much improved facilities for pedestrians, cyclists and bus and taxi passengers.
“The opening of the newly re-furbished subway underneath the station creates a route right into the town centre for people approaching the station from the northern side. For the tens of thousands of passengers who use Reading station every day, including a great many Reading residents of course, the new station will be a huge improvement."
The station upgrades are just one part of the Reading improvement scheme, which also includes the construction of a new train care depot, a viaduct to provide more room for trains, the widening of Cow Lane, new signalling to improve reliability and the introduction of overhead electrical lines to allow new state-of-the-art electric trains to run.
Network Rail started work to build the new viaduct in January 2013.
From Friday 29th March to Sunday 7th April there is planned disruption to train services, with passengers being urged to check before they travel. From Tuesday 2nd April commuters will be able to use the station’s four new platforms, two new entrances and a spectacular new link bridge for the first time.
Bill Henry, Network Rail programe director, said: “We realise it will be an inconvenience to passengers to plan alternative routes while we undertake the most ambitious part of this massive project to date. If there was any other way that we could deliver the improvements we would do it. But passengers should understand that during the 10 days of disruption to train services we plan to achieve as much as we could in 20 weekends of work.
“By compressing together the work we need to do we are on target to finish the upgrades one year ahead of schedule in 2015. This Easter is an historic one at Reading – as it will see the wonderful new parts of the station being opened to the public for the first time. It will also see the biggest commissioning of new track, signalling and infrastructure works at one time in the history of Network Rail. We have a huge task ahead of us, but all of this is only possible through the patience of the travelling public and for that I would like to thank them.”
During the ten-day period, the platforms that trains arrive into and depart from will change, and passengers are being asked to check which platform their trains will depart from on arrival at the station. First Great Western will have staff on hand to help customers while they get used to the changes.
First Great Western managing director, Mark Hopwood, said: “The works taking place over Easter are the most extensive phase of the upgrade scheme to date. Network Rail is doing a fantastic job improving Reading station and we’re looking forward to unveiling the latest phase in the redevelopment of our station to customers after Easter.
“We have sought to minimise disruption to our customers’ journeys as far as possible as Network Rail carries out these essential works, which will mean improved journeys for thousands of rail passengers. However, many journeys will be affected and I’d encourage anyone travelling through Reading and surrounding stations during this period to check their journeys before they travel.”
After the first phase of the new station opens on 2nd April, there will be around 12 months of further improvement works. These will include the demolition of the old link bridge and replacing old canopies and platforms, bringing them up to the standard of the new parts of the station.
By spring 2014, the entire station upgrade will be complete, with the whole project, including a new viaduct to unblock the bottleneck on the railway, remaining on course to be finished in 2015 – one year ahead of schedule.
Passengers and the public are also set to benefit from work Reading Borough Council is doing to improve the areas outside the station’s two new entrances.
Tony Page, Reading Borough Council’s lead councillor for regeneration, transport and planning, said: "When complete the council's new interchanges, to the north and the south of the station, will markedly enhance the environment in and around the station, providing much improved facilities for pedestrians, cyclists and bus and taxi passengers.
“The opening of the newly re-furbished subway underneath the station creates a route right into the town centre for people approaching the station from the northern side. For the tens of thousands of passengers who use Reading station every day, including a great many Reading residents of course, the new station will be a huge improvement."
The station upgrades are just one part of the Reading improvement scheme, which also includes the construction of a new train care depot, a viaduct to provide more room for trains, the widening of Cow Lane, new signalling to improve reliability and the introduction of overhead electrical lines to allow new state-of-the-art electric trains to run.
Network Rail started work to build the new viaduct in January 2013.
New approach to rail planning seeks to boost economic growth
The first step towards a new map for the future of Britain's railway has been taken today with the launch of the Long Distance Market Study.
This document is the first in a new style of research designed to look 10 to 30 years into the future. Open to consultation from today, the final version will help form the basis of where long distance rail travel will go in control period 6 (2019-24) and beyond.
Richard Eccles, Network Rail's head of strategic planning, said: "The goals of our study are to identify where rail can have the biggest effect on three key areas - namely enabling economic growth, improving people's quality of life and reducing the impact of travel on the environment.
"Rail has a unique ability to offer fast and efficient connectivity for businesses and communities, while also being a greener, less carbon hungry form of travel. Only by planning many years ahead will we be able to keep trains moving and meet demand."
As a market study, the document will not provide solutions (that will be the focus of the route studies that follow) but it will provide a guide to what capacity will be needed.
Similarly, it is not limited by how well cities are linked by rail – or even if they are at all – but predicts the demand for travel between them; ranging from high speed (160mph average) down to existing interurban travel (45mph).
If those cities are not connected with fast rail links, it will be the job of the route study to show how that challenge could be met.
As an example, should the economy grow reasonably by 2043, travel between Leicester and Manchester – not directly connected by rail – could grow by 203 per cent. If the economy stagnates, it would still be 70 per cent. The estimates for 2023 (end of CP6) are 27 to 32 per cent respectively.
In the case of Manchester and London, travel can be expected to grow by 143 per cent. If the economy remains stagnant, it could be as low as 85 per cent. The figures for 2023 are 46 to 31 per cent.
It is assumed in all cases that HS2 has been, or is being, built.
Research for the 12 route studies will begin this autumn and the first six should be available for consultation 18 months later.
----------------------------------
Revamped King’s Cross station provides double boost for local economy.
Investment in London’s transport infrastructure is playing a vital role in stimulating economic growth, say local business leaders in King’s Cross, as the station marks the first birthday of the stunning new western concourse.
Richard Eccles, Network Rail's head of strategic planning, said: "The goals of our study are to identify where rail can have the biggest effect on three key areas - namely enabling economic growth, improving people's quality of life and reducing the impact of travel on the environment.
"Rail has a unique ability to offer fast and efficient connectivity for businesses and communities, while also being a greener, less carbon hungry form of travel. Only by planning many years ahead will we be able to keep trains moving and meet demand."
As a market study, the document will not provide solutions (that will be the focus of the route studies that follow) but it will provide a guide to what capacity will be needed.
Similarly, it is not limited by how well cities are linked by rail – or even if they are at all – but predicts the demand for travel between them; ranging from high speed (160mph average) down to existing interurban travel (45mph).
If those cities are not connected with fast rail links, it will be the job of the route study to show how that challenge could be met.
As an example, should the economy grow reasonably by 2043, travel between Leicester and Manchester – not directly connected by rail – could grow by 203 per cent. If the economy stagnates, it would still be 70 per cent. The estimates for 2023 (end of CP6) are 27 to 32 per cent respectively.
In the case of Manchester and London, travel can be expected to grow by 143 per cent. If the economy remains stagnant, it could be as low as 85 per cent. The figures for 2023 are 46 to 31 per cent.
It is assumed in all cases that HS2 has been, or is being, built.
Notes:
This draft study is open for consultation for 90 days and a final version will be published in the autumn of this year. It can be found at www.networkrail.co.uk. Further market studies will follow, focussing on London and South East Passenger; Regional Urban Passenger; and finally Freight.Research for the 12 route studies will begin this autumn and the first six should be available for consultation 18 months later.
----------------------------------
Revamped King’s Cross station provides double boost for local economy.
Investment in London’s transport infrastructure is playing a vital role in stimulating economic growth, say local business leaders in King’s Cross, as the station marks the first birthday of the stunning new western concourse.
The new concourse, which opened to the public in March 2012, is the largest structure of its kind in Europe, containing over 27,000 sq ft of retail space across 27 units and employing over 500 staff. The local community are also enjoying the new facilities with research showing more people than ever are using the station simply for shopping.
Retailers at some of Britain’s biggest and busiest railway stations across have seen like-for-like sales outperform the high street for the tenth consecutive quarter, new figures show.
At King’s Cross, since the new concourse opened some retail units have seen sales increase by over 50%. Quarter 3 total sales were an impressive £11m, which was a jump of over £1.2m from quarter 2 and £2.8m up from quarter 1. It’s predicted that total sales for the full year will reach £38m.
This was recognised earlier this year when Network Rail won a prestigious award from the British Council of Shopping Centres (BCSC) for retail at the station, beating off competition from major shopping centres across the country to take home the Gold in the ‘Refurbishment and Extension’ category.
All profits from Network Rail’s commercial activities are reinvested in the railway, reducing the cost to taxpayers and passengers.
But the benefits to the economy do not stop at the boundary of the station. The redevelopment of the station is credited by the major developers in the area with helping to encourage the regeneration of the area.
Speaking about the huge 67 acre development to the north of the station, David Partridge, director of Argent (King’s Cross) Ltd, and chairman of the King’s Cross Business Partnership, said: “It is a year since the stunning western concourse opened at King’s Cross station and the area around it continues to evolve at a rapid pace. The concourse has helped to further change perceptions of King’s Cross and serves to welcome people to what is now one of the most exciting and extraordinary places in the capital.
“In the year since the unveiling of the concourse, King’s Cross Central Limited Partnership has opened Granary Square, London’s newest public space, welcomed our first residents and signed a deal with Google that will see them developing their new UK headquarters at King’s Cross.
“Much of this is made possible because of the unrivalled accessibility of King’s Cross and St Pancras stations following £2.5bn worth of investment into transport infrastructure and we now look forward to the opening of the new King’s Cross Square.”
To the east on York Way, Macmillan’s global science and education division’s new ‘campus’ is now taking shape in Regent Quarter.
Annette Thomas, CEO of Macmillan Science & Education, said: “Every day we welcome scientists, professors, teachers, journalists, editors, writers and entrepreneurs into our offices. Here at King’s Cross, we are perfectly placed to take advantage of the unrivalled transport connections on our doorstep, just a stone’s throw away from all that London has to offer in terms of science, culture and academia.”
The Great Northern Hotel, which was designed by the same architect as the station, Lewis Cubitt, and was one of the first hotels aimed at rail passengers, has also been redeveloped and will soon be opening after a 12 year closure.
Jeremy Robson, owner and operator of the Great Northern Hotel said: “This is an extremely exciting time for King’s Cross and we are delighted to be playing a part in its regeneration.
“The Great Northern Hotel stands on an intersection of extraordinary, global connectivity in what is the biggest railway hub in Europe with 135m passengers passing through annually. The signature dome of the new western concourse was designed to fit the crescent shape of the hotel itself and our ground floor opens directly onto the concourse and is just 18 metres from the Eurostar terminal at St Pancras International. Our restaurant Plum + Spilt Milk and many of the bedrooms have views overlooking London’s newest public space – King’s Cross Square.”
Footbridge to transform pedestrian flows in Lincoln approved.
Pedestrians on Brayford Wharf East in Lincoln will no longer be disrupted by train services after city planners approved designs for a new footbridge. Network Rail is installing the bridge to reduce the risk of misuse at the level crossing.
Retailers at some of Britain’s biggest and busiest railway stations across have seen like-for-like sales outperform the high street for the tenth consecutive quarter, new figures show.
At King’s Cross, since the new concourse opened some retail units have seen sales increase by over 50%. Quarter 3 total sales were an impressive £11m, which was a jump of over £1.2m from quarter 2 and £2.8m up from quarter 1. It’s predicted that total sales for the full year will reach £38m.
This was recognised earlier this year when Network Rail won a prestigious award from the British Council of Shopping Centres (BCSC) for retail at the station, beating off competition from major shopping centres across the country to take home the Gold in the ‘Refurbishment and Extension’ category.
All profits from Network Rail’s commercial activities are reinvested in the railway, reducing the cost to taxpayers and passengers.
But the benefits to the economy do not stop at the boundary of the station. The redevelopment of the station is credited by the major developers in the area with helping to encourage the regeneration of the area.
Speaking about the huge 67 acre development to the north of the station, David Partridge, director of Argent (King’s Cross) Ltd, and chairman of the King’s Cross Business Partnership, said: “It is a year since the stunning western concourse opened at King’s Cross station and the area around it continues to evolve at a rapid pace. The concourse has helped to further change perceptions of King’s Cross and serves to welcome people to what is now one of the most exciting and extraordinary places in the capital.
“In the year since the unveiling of the concourse, King’s Cross Central Limited Partnership has opened Granary Square, London’s newest public space, welcomed our first residents and signed a deal with Google that will see them developing their new UK headquarters at King’s Cross.
“Much of this is made possible because of the unrivalled accessibility of King’s Cross and St Pancras stations following £2.5bn worth of investment into transport infrastructure and we now look forward to the opening of the new King’s Cross Square.”
To the east on York Way, Macmillan’s global science and education division’s new ‘campus’ is now taking shape in Regent Quarter.
Annette Thomas, CEO of Macmillan Science & Education, said: “Every day we welcome scientists, professors, teachers, journalists, editors, writers and entrepreneurs into our offices. Here at King’s Cross, we are perfectly placed to take advantage of the unrivalled transport connections on our doorstep, just a stone’s throw away from all that London has to offer in terms of science, culture and academia.”
The Great Northern Hotel, which was designed by the same architect as the station, Lewis Cubitt, and was one of the first hotels aimed at rail passengers, has also been redeveloped and will soon be opening after a 12 year closure.
Jeremy Robson, owner and operator of the Great Northern Hotel said: “This is an extremely exciting time for King’s Cross and we are delighted to be playing a part in its regeneration.
“The Great Northern Hotel stands on an intersection of extraordinary, global connectivity in what is the biggest railway hub in Europe with 135m passengers passing through annually. The signature dome of the new western concourse was designed to fit the crescent shape of the hotel itself and our ground floor opens directly onto the concourse and is just 18 metres from the Eurostar terminal at St Pancras International. Our restaurant Plum + Spilt Milk and many of the bedrooms have views overlooking London’s newest public space – King’s Cross Square.”
Footbridge to transform pedestrian flows in Lincoln approved.
Pedestrians on Brayford Wharf East in Lincoln will no longer be disrupted by train services after city planners approved designs for a new footbridge. Network Rail is installing the bridge to reduce the risk of misuse at the level crossing.
Phil Verster, Route Managing Director for Network Rail said: “I am pleased that the planning team recognised the worth of these plans which have been many months in development. The design is a direct result of consultation with people and will help improve connectivity across Lincoln.
“Our team will now continue the detailed design and planning for the works. A critical part of this will be the interface with highways works to accommodate the bridge. Preparation work and the work to modify the jetty and on entrance paths to the University will start this summer."
Brayford Wharf is one of two level crossings in the centre of Lincoln. Network Rail is also examining plans to install a bridge at High Street. However this site is much more constrained and so designs are taking longer to develop.
Mr Verster added: “We are acutely aware of this need to address the risk of misuse at both of Lincoln’s level crossings and continue to seek the best possible solution for the High Street. We are in discussions with local property owners to see if it is possible to redevelop a building as part of the footbridge design. As soon as possible we will bring those designs to a public event for further discussion.”
“Our team will now continue the detailed design and planning for the works. A critical part of this will be the interface with highways works to accommodate the bridge. Preparation work and the work to modify the jetty and on entrance paths to the University will start this summer."
Brayford Wharf is one of two level crossings in the centre of Lincoln. Network Rail is also examining plans to install a bridge at High Street. However this site is much more constrained and so designs are taking longer to develop.
Mr Verster added: “We are acutely aware of this need to address the risk of misuse at both of Lincoln’s level crossings and continue to seek the best possible solution for the High Street. We are in discussions with local property owners to see if it is possible to redevelop a building as part of the footbridge design. As soon as possible we will bring those designs to a public event for further discussion.”
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