Welcome to our third quarterly news sheet. This news sheet demonstrates our commitment to providing the high quality service that you have the right to expect, therefore each quarter we will continue to update you on our performance against the passenger’s charter. This news sheet also addresses key issues affecting your line and your overall journey experience.
Our passenger’s charter sets out clear targets for punctuality and reliability for services on the Londonderry line. 90% of all trains will arrive within 10 minutes and 99.2% of all trains will operate as planned. These targets have been set in agreement with the Consumer Council (NI).
Alistair Kitson, Route Manager, Londonderry line
Punctuality Reliability
*Passenger Charter statistics exclude delays to services outside of NI Railways control,
for example security alerts and vandalism. A total of 145 services were disrupted as a
result of ‘uncontrollable’ incidents occurring on the Londonderry line Q3 2006/7.
Punctuality Reliability
Monitoring Update - Independent monitoring surveys of both bus and rail companies were carried out between 11 September and 14 October 2006 for NIRailways and between 9 October and 9 December 2006 for Metro and Ulsterbus. PricewaterhouseCoopers undertake the monitoring process and measure our achievements as they relate to the standards set out in our charter for:
Reliability; Comfort; Cleanliness; Being on time; Courtesy; Answering the telephone.
The results are good with noticeable improvements in the overall service and punctuality scoring well above the 5 year average. In addition passenger satisfaction has obtained the highest score since monitoring began. Customer feedback on staff helpfulness, information on delays, comfortable seating, standing time, cleanliness of trains and toilets and heating and ventilation all received scores higher than their 5 year average.
Improved punctuality despite autumn / winter conditions - Significant enhancements to services and measures to combat difficult conditions during the autumn / winter months have resulted in positive punctuality figures across the whole local network. When comparing 2006-2007 on the Bangor line with the previous year’s statistics, there is an increase of almost 20% from 71.6% in 2005 – 2006 to 91.5% in 2006 – 2007. The Portadown line has achieved 92.8% punctuality compared to 72.5% last year whilst the Londonderry line has improved by 15%. The Larne line has improved by a considerable 22% with punctuality figures now at 87.5%. Portrush has the best score with 97% in 2006 – 2007.
The autumn / winter period is traditionally a more difficult time for railways with autumn leaf fall and bad weather creating low adhesion which affects driving conditions. Daily met office fore-casting, communication with fully trained drivers, regular high pressure water jetting of rail-head, regular application of sandite to improve rail friction, as well as engineering modifications to our rolling stock all helped to minimise the negative impact of the leaves falling onto the lines. In addition, the mild weather during the winter months had a positive effect on punctuality, as well as a proactive Winter Preparedness Programme, which included installation of point’s heaters at key locations, use of an anti-freeze product and a winter engineering programme.
Promoting a healthier lifestyle - With the smoking ban coming into effect on 30 April across Northern Ireland, we are gearing up to apply the ban across our entire network, which will include all rail platforms, bus stands, premises and property, as well as the existing smoke-free zones of our trains and many of our stations. In a bid to support and encourage our passengers and staff, we have produced credit-card sized information cards and station posters promoting healthy travel and top quit smoking tips.
In addition, we are supporting this with a broader health awareness drive to encourage people to walk or cycle to their nearest station and make use of their local public transport services instead of taking the car. Main railway stations are equipped with secure cycle parking facilities, many of which are covered. Walking or cycling and the use of public transport promotes health in four ways:
• Provides exercise • Reduces fatal accidents • Increases social contact • Reduces air pollution
We are keen to encourage sustainable transport options such as cycling, walking, car-sharing and public transport and are working with other organisations to promote environmentally friendly travel solutions.
Fares Revision - NIRailway’s annual fares revision will be implemented from 26 March 2007. Due to a successful year with growing passenger numbers and in order to reward loyalty, most rail fares will be unchanged or decrease. Where an increase occurs, we would encourage our passengers to switch to weekly, monthly or multi-journey tickets where more savings can be made. Weekly and monthly fares will remain at their current rate. Most return fares (80%) will also remain unchanged. Single fares will increase by an average of 6%. The single fare within the Central zone which includes Belfast Central, Botanic, City Hospital and Great Victoria Street will be held at £1. Sunday fares before 3pm priced at £5 will also remain unchanged. Cross-border fares on the Enterprise service to Dublin will also not be affected by the March revision.
A 1/3 off Day Return Promotion for off-peak travel will also run from 26 March until further notice. This is available on all services across the local network every day of the week after 9.30am. It is a great opportunity to leave the car behind and take the train on your next day-trip or shopping spree!
We want to hear from you – We welcome any comments and suggestions you may have on improving our service. You may contact us in person, by phone, in writing or by e-mail. If you are not happy about any part of our service, we would like to know about it.
Contact: NIRailways Customer Services: 028 9089 9400 or email feedback@translink.co.uk
Timetables made easy: Call 028 90 66 66 30
or click www.translink.co.uk • Textphone: 028 9038 7505