Passenger complaints at London Midland drop by 73.3 percent in year on year comparison

Photo courtesy of London Midland
Photo courtesy of London Midland

Passenger complaints against London Midland fell by 73.3 percent compared to last year, according to the new survey.

The report, published on Wednesday by the Office for Rail Regulation, compares the third quarter of 2013/14 to 2012/13 which shows a reduction from 148.9 complaints oper 100,000 passenger journeys to 39.7.

A spokesman for London Midland said the company recorded the biggest fall in complaints out of all 19 UK-based train operating companies.

Richard Brooks, London Midland’s commercial director, said: “We have worked extremely hard to improve performance and reliability, as we know these are the two factors that drive customer satisfaction.

“The results demonstrate that we have turned a corner following the difficulties we faced in 2012, and I’m delighted that our customers are feeling that.”