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SECURITY AND PASSENGER SAFETY


UNDERSTANDING


Anthony Smith, CEO of Passenger Focus, the con- sumer watchdog, looks into concerns about some people’s behaviour on the railway and highlights what needs to be done to make passengers feel safer.


T


here is no doubt that passenger safety and security is, and should


be, the rail industry’s number one priority. Passengers must be able to use the train and travel through the station without fear of violence or intimidation.


Using evidence to argue its case, Passenger Focus undertakes the largest published survey of rail passengers – speaking to more than 50,000 every year. The re- search includes overall satisfaction and passenger opinions of 30 specific aspects of service, including passengers’ percep- tion of safety and security on the train and at the station.


The good news is that the spring 2010 National Passenger Survey found that gen- erally passengers tend to be satisfied with their safety and security on the train (75%). Personal security is more of a worry at the station with only 65% of passengers satis- fied nationally. In London and the South East, scores on personal security at the sta- tion drop to 63%. Of those passengers not satisfied, it is the anti-social behaviour of others that is their primary concern.


Additionally, when we asked rail passen- gers what they want improved on the rail- way, we found that out of the 30 separate station and train-based categories, security on trains and at stations received the 12th and 14th highest priorities respectively.


To help the rail industry and British Transport Police (BTP) tackle anti-social behaviour and assist passengers to feel more safe and secure, we all need to have a better understanding of what passengers view as anti-social behaviour.


That is where Passenger Focus has a role with its research and evidence-based ap- proach. Looking specifically at the issues of security, Passenger Focus has particular research examining passenger perceptions of personal security on the railways and in 2010 published the research ‘Anti-social behaviour report – Rail passenger views’.


88 | rail technology magazine Feb/Mar 11 BEHAVIOUR


For example, our most recent research looking at anti-social behaviour found that passengers worried about their safety want abusive and rowdy passengers stopped from catching the train and more visible police and staff readily available for help. When we asked passengers what they are most annoyed by when it comes to anti- social behaviour at the station and on the train, those who play loud music, don’t pay for their train ticket or vandalise the rail- way were judged as being the most irritat- ing passengers.


When it comes to being concerned about their safety, passengers are most worried about abusive or threatening behaviour. While passengers generally feel safe on the railway, having staff available definitely makes a difference – 40% of passengers called for more staff on the train and 36% said they wanted more visible police on board.


The research also found that the most common form of anti-social behaviour witnessed at the station were passengers


J D Mack


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