CrossCountry Train Operator Receives Worst Passenger Survey Score, Prompting Calls for Service Improvement

CrossCountry, the Arriva Group-owned train operator, has been instructed to improve its services after a passenger survey revealed it as the worst-performing operator. Over three months, concluding at the end of March, only 72% of CrossCountry's station stops in Birmingham occurred within three minutes of the scheduled time, with 7% of its services experiencing cancellations.

Transport Focus, the watchdog, reported that 79% of surveyed passengers expressed satisfaction with CrossCountry, while 77% were content with punctuality and reliability. However, only 46% reported satisfaction with how the company managed delays.

CrossCountry acknowledged that despite minor improvements in certain areas, it recognised the necessity to "do more to deliver the service our customers rightly deserve." Transport Focus has urged CrossCountry to enhance the passenger experience, reduce delays, provide clearer information during disruptions, and alleviate overcrowding on its services.

Across all operators, 87% of passengers reported overall satisfaction with their journey, though disabled passengers registered a lower satisfaction rate of 85%. Hull Trains achieved the highest overall satisfaction score at 94%, followed by LNER at 93%.

Mark Anderson, CrossCountry's customer and commercial director, stated that refurbished trains were "transforming" journeys and a new timetable was "delivering better regional connectivity." He added, "We're always working to improve onboard experience – from cleaning to catering, better wi-fi and clearer information during disruption." Anderson also noted that crowding was a challenge, with the company collaborating with "industry partners to explore all possible options to ease this."