Train operator CrossCountry has been told to improve its performance after receiving the worst score in a passenger survey, according to BBC. In the three months to the end of March, 72% of the Birmingham-based operator’s station stops were within three minutes of schedule and 7% of services were cancelled, Transport Focus said.
Transport Focus said 79% of surveyed passengers were satisfied overall with the Arriva Group-owned operator, 77% were satisfied with punctuality and reliability, and 46% were satisfied with how CrossCountry dealt with delays. The watchdog asked CrossCountry to improve the passenger experience, reduce delays, provide better information during disruption and cut overcrowding.
CrossCountry said that despite slight improvements in some areas it “must do more to deliver the service our customers rightly deserve”. Transport Focus said Hull Trains had the best overall satisfaction score at 94%, followed by LNER at 93%, and that more than 100,000 passengers were questioned in the six months to the end of March.
CrossCountry told to raise performance after worst passenger survey score
2026-06-22 06:03:55
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