Meeting Passenger Expectations

1
Meeting Passenger Expectations
Michael Roberts Chief Executive, ATOC 5 May 2009
2
Meeting passenger needs is key to TOCs
More funds
Better quality and performance
Increasing passenger satisfaction
Increased revenue more mode switch
Demand growth
3
Passengers have clear expectations

• Key factors
• Punctuality and reliability
• Ability to get a seat
• Information during disruptions
• Other factors
• frequency speed
• on-board experience stations
• And all at the right price

4
Overall journey satisfaction is at a high
5
TOCs have delivered on service quality

• Performance at 10-year high
• Over 20,000 trains daily for 1st time
• Over 4.5bn new or refurbished trains
• Quality information through NRE
• New lines, new stations
• Highest passenger numbers for 60 years

6
More to VfM than meetsthe eye

• 80 of passengers on discounted tickets
• Regulated fares not kept up with living costs
• long distance travel in Britain can be cheaper
  than anywhere else (Passenger Focus)
• Fares simplification introduced (2008)
• 2.5m Railcard holders get 1/3rd discount

7
TOCs/ATOC are committed to do much more

• Core focus HLOS performance target
• Priority schemes eg HLOS 1300 vehicles
• Look at communication of VfM fares
• Tackling service disruptions Seven Day Railway
  and PIDD
• Stations eg 100m NSIP programme
• Environment initiatives eg metering, station
  travel plans

8
The bigger picture

• Major capacity enhancement key to eg
  over-crowding frequency
• CP5 and beyond eg what do passengers really want
  after 92.6 reliability?
• Driving down industry cost and thinking through
  taxpayer/passenger balance
• Ensuring future franchises are fit for purpose

9
Conclusions

• Passengers interests and operators success are
  closely linked
• TOCs have done much to deliver on expectation
  but far from complacent
• Focused effort and strategic direction key to
  further passenger benefit