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National Passenger Survey results

07/29/2008 AT 07:20

Stewart Palmer, our Managing Director, said: “I am extremely pleased with the continued progress we are making as a company and this survey is our most valuable feedback from the people who matter most – our passengers.

“Of course there is still room for improvement and there are a few areas which need more improvement then others. I would like to assure our passengers that we will be working hard to improve these results and I want to thank every single South West Trains' employee for their hard work in continually working towards providing a pleasant journey experience for South West Trains' passengers.”

Main improvements include the punctuality and reliability of services which has increased 4% up to 84%. This is double the national increase.

The personal security of passengers at stations is up 3% to 63% and shows the ongoing hard work between us and the British Transport Police is making a difference.

Car parking facilities continues to increase, up 3% to 47%, which is a clear reflection of the investment being made towards creating extra space at car parks across the network.

Ticket buying facilities is up 1% to 67%, which is reflective of the success of our £6.7 million investment in ticket vending machines. By the end of 2008 every one of our mainline station will have at least one ticket buying machine bringing the total investment to £12.9 million.

Other areas to see an increase in passenger satisfaction are; provision of information on train times and platforms, connections with other train services, overall environment to catch a train, amount of space for passengers and comfort of seating area.

More tickets types available from ticket machines

Our programme to install 444 new easy-to-use machines across our network, which started in 2006, is due to be completed towards the end of this year.

New national fare structure for 2008

Since 18 May 'Apex' and 'SuperAdvance' tickets will be replaced by 'Advance' tickets. These tickets will have common terms and conditions with all Train Operating Companies and Railcard discounts will be available for most national Railcards.

£200,000 joint investment at stations

Twelve of our stations have had new fencing installed in a £200,000 joint project with Network Rail.

Significant crime reduction across our network

Crime on the our network fell by 12.2% in 2007 compared with recorded crime in 2006.

General information on Christmas and New Year

On Monday 24, Thursday 27, Friday 28 and Monday 31 December 2007 normal weekday restrictions apply to Cheap Day Returns, Super Off-peak Returns, Day Travelcards (Off-peak and Super Off-peak) and Railcard reductions.

Timetable changes for December

From 9 December 2007 we are making a number of important timetable changes, as part of the new franchise. Full details will be in the next issue of e-motion. In the meantime, here is a brief summary of the main changes:

More megatrain.com destinations

Stagecoach Group is expanding its budget rail service megatrain.com to more stations on our network. Megatrain.com services, which offer fares from just £1, will now be available for travel to and from Axminster, Honiton and Havant, offering an additional 370 bargain seats a week.

Smoking to be stubbed out at stations

To bring the company in line with government legislation, from 1 July 2007 smoking at our stations will be banned.

New facilities for passengers at Basingstoke

As part of our commitment to improving the stations across the network, we have teamed up with Café Destino to introduce new facilities at Basingstoke station.

Nomination for Thames Ditton station supervisor

South West Trains is chuffed at the news that Ron Cox, Station Supervisor Thames Ditton, has made the short list at the National Transport Awards for the Frontline Employee of the Year award.

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