Most Complained About TOC

See arriva ( London overground part ) are doing well, abellio as well don’t seem to be doing to badly either

How do they work out these stats? Is it official complaints to the regulator, or complaints to the TOC?

I can't believe SWR are only 20th. Given how much disruption we get every day, and all the complaints on Twitter, I cannot believe there are 19 worse companies!

johntea said:

Perhaps Northern are so low in the list because they don't even acknowledge most of the complaints I send across to them until about 3 months later let alone provide a useful response!

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There's a certain amount of truth in it, it's all down to expectations in different places. I've been with mates on Northern trains and stations who are used to services elsewhere and they've sometimes been shocked, even though they've tended to be above the Northern average.

Edders23 said:

weren't they the the best rated a few years ago ?

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They used to shoot the lights out customer service wise. Wouldn't stun me if when they got their new 802s, that goes back up. They're great once the service is running. Unfortunately, the Adelantes are letting them down

westv said:

Meanwhile, London Overground was the least complained-about service with just one complaint for every 100,000 journeys.
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I wonder if this is because Londoners are a bit more tolerant to certain things people in other areas of the country are not (tolerant of).

whhistle said:

I wonder if this is because Londoners are a bit more tolerant to certain things people in other areas of the country are not (tolerant of).

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Possibly because people also remember just how utterly dire Silverlink Metro was.

superalbs said:

Maybe people dislike the new trains? When you cut away some of the favourite facilities of passengers, then complaints are probably quite likely.

I was on a Pistoia 802 recently, and most passengers boarding complained about the train in some way, seats, lights, rattles, buffet, length, etc. Imagine if they were to all complain directly to GWR, rather than just who they were travelling with!

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I haven't had many trips on the GWR 80x trains, but despite being being decades more modern they are inferior to the HSTs in just about every way I care about as a passenger.
When travelling London to Oxford I now take Chiltern in preference unless I can get a HST all the way - 801/2 and then a Voyager is something I'd pay a premium to avoid.

As much as I love the IET's, travelling from either to and from Didcot, Reading and London Paddington on the Class 387's / Oxford - London Marylebone with Chilltern Railways I can't argue are the least stressful / best way until the short formations and seat reservation issues have been sorted - Class 387's and Chiltern Railways start at Didcot / Reading (Class 387's) and Oxford (Chiltern Railways) and don't require seat reservations. Plus, the 387's will hardly be full some of the time - Didcot to Reading bit anyway.

Changing the subject, I'm surprised I've not noticed CrossCountry being listed on here. I've had a fab year travelling with them this year more than any other year really. But it doesn't mean I like 4 coach Voyagers and 2-car Class 170's on busy routes though - or Voyager vice HST's (which sadly happens like on the 13:07 from Edinburgh all the way to Plymouth 2 days ago - thankfully I wasn't on it, I wasn't on the trains anyway).