West Coast franchise – Passenger Focus responds to the Government’s decision to award the West Coast franchise to First Group
David Sidebottom, passenger director at Passenger Focus, said:
“For the passengers making their way from London to Manchester or Glasgow, the important thing is not the name on the side of the train, but the experience of the journey, the availability of staff when you need them and of course the value for money.
“We welcomed the suggestion that passenger satisfaction targets could be included in the franchise, which would help us and passengers to hold the franchisee to account. We will now be reviewing the details to see exactly what passengers on this line can expect.
"With another above-inflation fare rise on the horizon, now more than ever passengers will be looking for value especially in terms of getting a seat and being on time.”
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