Agenda item

Resolved: That the updates provided on the Passenger Experience in West Yorkshire provided in this report be noted.

Members received a report to provide an update on the performance of the transport network and of the Combined Authority’s passenger facing activity.

Officers explained the Mayor recently met with the Secretary of State to discuss transport issues and seek resolution. There are still challenges, and industrial action continues to disrupt rail services for passengers. Bus patronage is currently around 84% compared to pre-pandemic levels and the public concerns about Covid-19 is subsiding, however the change to travel patterns appear to have settled which may limit future growth.

Members questioned how bus punctuality and reliability is monitored. Officers clarified that comparison is made between the mileage driven against the published timetable. Operators are required to submit a lost mileage report to the Traffic Commissioner which is used to inform the grants operators receive. The data shows service reliability of just above 90%, which is below the target of 99.5% reliability.

Members raised concerns that the 89% customer satisfaction score portrays a better outlook than reality would suggest. Officers noted that those who responded would likely be satisfied simply because they reached their destination, however the data does not capture those whose journey was cancelled and likely dissatisfied as a result. In such cases it is important to monitor the satisfaction change over time more so than the figure at a particular point.

Members questioned if the Combined Authority receives driver availability data from operators and if the data can be compared against the real-time information system. Officers responded that operators are asked about staffing levels periodically, however it is not a metric that is regularly tracked. There is a database of every bus and bus stop which feeds into the real time information system. The database was recently upgraded and a better reporting tool will arrive in the near future which will help to analyse the data and inform which areas require improvement. Conversations are being held with operators regarding the quality of the data and steps taken to ensure the information screens are as accurate as possible to reduce unreliable information being given to customers.

Members asked why operators have trouble retaining drivers, officers responded the problems are not unique to any operator or to West Yorkshire. Issues include the unsociable nature and hours of the role, the working conditions, and the length of time it takes to train and certify new drivers. The winter months are notorious for additional illnesses and difficulties travelling to work, which compound the existing shortage of drivers.

Members praised the upgrades at Wakefield Kirkgate station and the improvements it will make for passengers. Concerns were raised with the suggested removal of ticket offices within stations and the reduction of staffing which may lead to less safe conditions for all passengers, but especially women and girls. Officers noted there is a role at train stations for the British Transport Police, and that conversations with operators suggest that any former ticket office staff will still be present in altered roles, and so there should be no reduction in staff at stations.

The Transport Committee members agreed to request the Chair writes to the Secretary of State to raise the concerns of the Transport Committee members regarding staff reductions in train stations.

Resolved: That the updates provided on the Passenger Experience in West Yorkshire provided in this report be noted.