CrossCountry has been identified as the lowest-performing train operator in a recent passenger satisfaction survey conducted by watchdog Transport Focus. According to the survey, only 79 percent of CrossCountry passengers expressed overall satisfaction with the service, placing the company at the bottom among train operators assessed.

The survey findings revealed that 77 percent of respondents were happy with the operator’s punctuality and reliability, while just 46 percent said they were satisfied with how CrossCountry managed delays. These figures highlight significant concerns about the company’s handling of service disruptions and customer communication.

Transport Focus urged CrossCountry to enhance the overall passenger experience by addressing several key issues, including reducing delays, improving information dissemination during disruptions, and alleviating overcrowding on trains. CrossCountry’s network includes major cities such as Cambridge, Cardiff, and Manchester, where these challenges affect a substantial number of travellers.

Mark Anderson, CrossCountry’s customer and commercial director, acknowledged the survey results and admitted that the company needs to improve. “These results are disappointing and we know we must do more,” he said, indicating a commitment to addressing the problems identified by passengers.

The call for improvements comes amid growing expectations for rail operators to provide reliable and efficient services, particularly as passenger numbers continue to recover following recent disruptions in the transport sector. CrossCountry’s recognition as the lowest-ranked operator underscores the urgency for the company to take action to regain customer confidence and meet evolving service standards.