INTRODUCTION
updated
October
29, 2008
The Committee of Alnmouth Rail User Group (ARUG) decided to carry out its
own Passenger Survey to gauge the rail travelling public’s views about a
number of key areas affecting travel to and from Alnmouth for Alnwick.
Though
ARUG’s remit does include smaller stations such as Acklington and Widdrington,
by far the busiest station is Alnmouth and it was here the research could target
a greater number of passengers.
The
questionnaire was developed by a consultant who specialises in Client Audit
research in conjunction with the ARUG committee. We are delighted with the level
of response.
It is felt this project could lead to further research because the
questionnaire covered 11 questions, sufficient it was felt for this initial
project.
The
questionnaires were handed out and gathered in at the end of the journey, in
this case on
Newcastle
to Alnmouth and the Alnmouth to
Edinburgh
routes.
We do not have details of age groups and other socio-economic data but we
are confident that we engaged with a wide base of rail travellers from young
academics to mature business executives. On balance we believe the findings to
be a fair representation of the rail experience as a whole rather than any one
specific day.
This
Report reflects the views of nearly 100 passengers. TOCs and other interests
should not, however, base any future decisions on the basis of the Key Findings
which follow.
KEY
FINDINGS
The
questionnaire asked respondents to score each section on the basis of 1 (poor)
to 5 (excellent). As a result there is a possible maximum score for each section
against which the actual score is represented as a percentage. To be clear, the
higher the % score the more satisfied the passenger!
RESULTS
Choice of travel times:
56.84%
ARUG says:
Despite a much improved timetable as a result of ARUG representations, this
comparatively low score illustrates the concern of many passengers that services
could be improved still further notably late evening trains weekdays from
Newcastle
to Alnmouth and early morning Sunday service from Alnmouth to
Newcastle
.
Punctuality
1. Northern: 73.77
2. Cross Country: 62.86%
3. National Express: 60.22%
ARUG
says:
Northern says it hits a high level of punctuality across its very wide
geographical area. Here it is top, about 10% above Cross Country. Whether
travelling to school, college or work, punctuality is essential. There is room
for much improvement to improve on the average score of just over 65%.
On
board café/refreshment facilities
1.
National Express: 62.29%
2. Cross Country: 58.71%
3. Northern: 31.25%
ARUG
says:
Not an impressive result with Northern probably unfairly penalised as it has no
refreshment services on its Alnmouth link. However the scores could reflect
experiences elsewhere on its network. In general all are nowhere near an
excellent rating.
Cleanliness
1.
National Express: 65.30%
2. Cross Country: 62.31%
3.
Northern: 55.65%
ARUG
says:
Cleanliness is an issue with trains often looking uncared for due to fast
turnarounds and on-board staff limited to what they can achieve. The state of
lavatories in particular is a frequent cause for complaint.
Questions
specific to Alnmouth for Alnwick
Bus links with trains: 32.54%
ARUG says:
This very low score shows that this doesn’t work as it should. To all intents
and purposes, the station is a transport hub for
passengers who can walk, cycle, drive and take the bus to connect with
trains. It would be a brave person to plan a day at work linking the train with
the bus service.
Taxi availability: 45.71%
ARUG
says:
The average score was just over 2 so
the random nature of the service from Alnmouth is unsatisfactory with passengers
finding early morning availability difficult due to contract bookings and
passengers seeking taxis on arrival at Alnmouth have to telephone first and
therefore wait.
Car
parking: 39.30%
ARUG says:
There were three ‘5’ scores in this response doubtless from drivers who know
they can park if arriving early enough. However the common scores were 1 (28) or
2 (26). The car parking situation is critical, impacting on local residents and
reaching grid-lock in the car park at peak times.
Security:
49.99%
ARUG
says:
Though nearly 50%, this is not a good score as the abundance of low scores shows
concerns (21 “1” scores and 16 “2” scores – 37 out of 82 responses).
Fares: 40.23%
ARUG says:
This shows that the majority of passengers feel rail travel is expensive.
Students in particular are calling for cheaper fares.
Disabled access: 41.33%
ARUG says:
In response there were many low scores. Station staff do their best under
difficult circumstances but the gate system at the barrow crossing is clearly
causing a great deal of frustration among passengers.
Support for a Christmas link to the MetroCentre
64.93% say YES.
ARUG says:
There was a small call for support for local shops but the majority view was
that this link would be supported.
COMMENTS from passengers extracted from questionna
ires
“Staff at Alnmouth railway station are brilliant. It’s a pleasure to
travel on any service from there”
“I wish more trains stopped at Alnmouth”
“Reduced fares please to work”
“People should appreciate improvement to facilities and frequency of
trains over the last 20 years”
“Excellent news about the new car parking. Would like an earlier train
in the morning – before
6.30am
”
“Horrible trains, always scruffy, often smell of chemical toilets”
"Punctuality
is not good enough. I pick up children from after-school Clubs when evening
trains are often late. 5.30 Friday is appalling”
“There seems to be a lack of communication from rail staff when delays
happen…..It is beyond belief that it sometimes takes up to 4 hours + before
coaches/taxis are being offered….” Not a happy passenger
“Disabled
access at Alnmouth is poor due to changes at the level crossing”
“A
direct service from
Durham
to Alnmouth at rush hour would be appreciated”
“Cheaper
fares for students!” x 2
“There
is a lack of communication about delays/cancellations for car-borne passengers
not needing tickets”
“Poor
service in the evenings from the south – very limited services”
“I
would like to see a ticket collection facility at the station so I can take
advantage of Internet ticket prices”
“I
don’t feel safe walking back from the station at night due to poor lighting
“I
would support the Christmas link to the MetroCentre but with an offer – two
for the price of one. Northern do this in the
Manchester
area”
“Could
do with a fast ticket machine to allow collection of tickets bought on the
Internet”
“I
think numbers travelling north (commuting to Edinburgh) have risen in the last
three years – usually double figures and more on Monday. Reduced internet
discounts show that the TOCs have spotted the Monday surge too! More passing
places and bridge at
Dunbar
would reduce times to
Edinburgh
and increase commuter use.”
