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20th Jan, 2022

West Midlands Trains asks customers 'how can we improve?'

Editorial Correspondent 25th Mar, 2020 Updated: 25th Mar, 2020

TRAIN passengers are being urged to tell West Midlands Railway how they can improve as part of a new survey.

The rail operator’s ‘Putting Things Right’ poll comes after a woeful end to last year when 1,600 services were cancelled in December.

That number dropped to 203 in January and the latest figures show cancellations have now decreased by 80 per cent since December.

Meanwhile the number of trains arriving on time has gone up from 68.1 per cent to 83.1 between November 2019 and January 2020.

Head of customer service at West Midlands Railway, David Whitley, said: “Our performance in the second half of last year was not good enough but now we are fully focused on making the improvements to give our customers the service they deserve.”

He added, the railway network wanted to hear first hand from passengers about what was important to them.

“These new customer panels will help us understand what we’re getting right and where we need to rethink our approach.”

The company hopes to get its service back on track and 16 panels will be introduced to help make that happen – one for each route on the West Midlands Trains network.

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