Virgin tops rail moans

RICHARD BRANSON'S Virgin Trains service receives more complaints than any other rail company, according to a survey to be released this week.

The figures, computed for the first time for the Rail Regulator's office, found Virgin's received almost 195,000 letters backed by more than 7,000 calls a month.

The complaints form part of an apparent rail-users' rebellion. The new survey reveals more than a million passengers have criticised the service on Britain's network of 25 privatised rail companies.

The number of complaints has previously been cited as about 20,000. But the new figures, obtained by the Independent on Sunday in advance of official publication, show that number is well short of the total.

Richard Branson's service has been the butt of severe criticisms over its West Coast line.

But other companies also have problems. Overcrowding is dogging Great North Eastern Railways (GNER), who received more than 85,000 complaints from passengers.

South West Trains (SWT), which had to cancel hundreds of journeys last year after sacking too many drivers, logged more than 32,000 written complaints. Its critics were in turn criticised by Brian Souter, chairman of SWT's owner Stagecoach, who accused them of having "nothing to do" at the office.

However, others are more encouraging about their complaints. Connex, which runs two of London's commuter services, considers the information as "free marketing".

And some point to more widespread publicity about complaints procedures to account for the rise. GNER and West Anglia, for example, are noted for their on-train notices. GNER gives customers a pre-printed form every time a train is late.

A Virgin spokesman pointed out that not all communications were criticisms. Some were simple inquiries and some were compliments.

Sir Alan Greengross, chair of the London Regional Passengers' Committee, said earlier this year: "We have traditionally regarded an increase in the numbers of letters and telephone calls we receive as an indication of increased levels of discontent, but a close analysis of the latest figures suggests a new situation."