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Rail survey dismissed as ‘gobbledygook’

SOUTHEASTERN’S claim to have scored its best ever passenger satisfaction survey results have been dismissed as ’complete gobbledygook’.

Hastings MP Amber Rudd says she intends to query the results of the National Passenger Survey, which claims that 84 per cent of passengers are satisfied with Southeastern’s service.

The results were released last Tuesday (January 21), following a weekend of chaos on the Hastings to London line after heavy rainfall caused another landslip on the line at Wadhurst.

Southeastern was criticised for taking too long to put a replacement bus service in place and not providing enough buses, leaving passengers stranded for hours.

Ms Rudd said she was concerned the figures were centred on the Ashford to London line, rather than the Hastings to London one.

She said: “I think it is complete gobbledygook to suggest there is that amount of satisfaction on the line that myself and many of my constituents use. I have asked them to give me the figures for the Hastings to London line. Apparently other rail groups have asked for this breakdown and Southeastern has been resisting so far. But I intend to pursue it.”

Charles Horton, Southeastern’s managing director, said: “This year’s survey results are very encouraging, particularly as they follow a period that saw difficult operating conditions due to the weather and other infrastructure related incidents. It is positive news for our staff, recognising their hard work in continuing to provide an outstanding level of customer service in challenging conditions.

“However, we recognise that we have more work to do.” 1,700 Southeastern passengers were questioned for the survey, which was carried out by Passenger Focus.

 

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