Episode Details

CrossCountry’s latest passenger survey results are damning—named Britain’s worst train operator with only 72% of trains on time and 7% cancelled over three months. Despite minor improvements, they admit major work is needed to fix delays, cancellations, and overcrowding. Transport Focus reveals customer satisfaction hinges entirely on how delays are handled: 90% stay positive with good management, but just 25% do if handled poorly. CrossCountry’s response includes refurbished trains, a new timetable, and better onboard services—but watchdogs say accountability is non-negotiable. Meanwhile, Hull Trains and LNER shine with 94% and 93% satisfaction respectively, highlighting a stark performance gap. This first-ever report aims to spark real change across Britain’s rail network.

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