40pc of rail passengers are upset by this commuter nightmare

The state of the toilets on Britain’s railways is the biggest bugbear for passengers, according to the latest national rail passenger survey.

The biannual poll, which quizzes thousands of passengers, found that four in ten are dissatisfied with the toilet facilities and just 36 per cent were happy with the loos, down three percentage points from last year.

The toilet figures were skewed slightly by the London Overground, which has no onboard loos and so 72 per cent of passengers said they were dissatisfied.

City A.M. is intrigued by, but never wants to commute with, the 48 respondents who said they were happy with the Overground’s lavatorial facilities.

Value for money was also a big cause for complaint, with 35 per cent dissatisfied and 45 per cent happy, down two percentage points.
And the British railway café leaves more than three in ten rail users unhappy – though 47 per cent of passengers said they were happy with the choice of eating and drinking facilities.

For all these specific grumbles, overall 83 per cent of passengers said they were satisfied with their journey overall, down from 85 per cent a year ago.

These numbers are closely watched by railway operators, as passenger satisfaction numbers can be used to inform franchise agreements. Serco’s fees for running the DLR depend, among other things, on hitting a certain level of customer satisfaction.

Operator Per cent satisfied Change since last year Up for new franchise?
Heathrow Express 96 3 n/a
Grand Central 95 -1 Applied for extension until 2026
Merseyrail 93 1 July 2028
C2C 92 -1 Sept 2014
Chiltern Railways 91 0 December 2021
East Coast 91 -1 February 2015
Virgin Trains 91 -1 April 2017
London Overground 89 -4 Concession until November 2016
Heathrow Connect 88 -6 n/a
ScotRail 87 -3 March 2015
Arriva Trains Wales 86 -2 October 2018
Cross Country 86 2 November 2019
East Midlands 86 -4 October 2017
First Hull Trains 86 -9 Access rights until at least 2016
First Transpennine Express 85 -3 February 2016
London Midland 84 0 June 2017
Southeastern 84 0 June 2018
South West 81 -4 April 2019
First Great Western 80 -3 July 2016
Greater Anglia 80 -3 October 2016
First Capital Connect 79 -2 Merging with Southern from September 2014
Northern 78 -1 February 2016
Southern 76 -5 Merging with FCC by mid-2015