473,661 tweets a year from furious rail passengers

Tweets angry rail passengers

Rail passengers bombarded train companies with nearly half a million negative tweets in the last 12 months.

Analysing key words in tweets such as "fault", "profit", "angry" and "frustrated", the CommuteLondon organisation found there had been 473,661 tweets from travellers using negative language in the 12 months ending in March.

The survey covered the 14 train companies operating services to London, and the company with the most negative tweets was Abellio Greater Anglia, with 72,861. WORDS: PA.

Next was First Great Western (FGW) with 64,302, followed by Southern with 61,715.

The company which generated the least number of negative tweets was Chiltern, with 5,676.

The 473,661 negative tweets also included many thousands related to the heating of carriages and crime on the railways, although not all these warmth/crime tweets were negative.

Based on key words such as "too hot" "air con" and sauna", Abellio Greater Anglia generated the most tweets - 1,677 - while FGW was second with 1,524 and South West Trains (SWT) third with 1,497.

Great Northern generated the fewest tweets, just 101, and in this "overwarm" category there were a total of 11,179.

Also analysed were words such as "sub zero", "freezer" and "icicles".

On this basis, again Greater Anglia was the subject of the most tweets - 1,702. Next was FGW with 1,565, followed by Southeastern with 1,297. First Capital Connect had the least tweets, just 168, and all told, there were 12,076 in this category.

CommuteLondon also looked at how Twitter is used to report crime, with words such as "pick-pocket", "thieves" "fight" and "drunk" being looked for.

There were 7,408 tweets using crime language, with Greater Anglia having the most - 1,322. Next was SWT with 894, followed by Virgin Trains with 892.

Of total tweets, c2c and London Midland had the highest proportion related to crime.

CommuteLondon.com director Daren Wood said: "Commuters are increasingly using social media sites like Twitter to publicly express their frustrations about their daily journeys.

"Train operators should be actively monitoring these interactions to improve services and help create a happy commuter experience.

"The more commuters share opinions on daily train services, the more information operators will have make to the necessary improvements."

The UK's worst train stations
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473,661 tweets a year from furious rail passengers
This Edwardian station was built in the early 1900s and is operated by East Midlands Trains. 59 per cent of people surveyed said they were satisfied with the station - a low score which ranked it bottom for both cleanliness and facilities in the Passenger Focus National Passenger survey.

Birmingham New Street railway station is the largest and busiest serving Birmingham. Despite the regular flow of people, only 64% of passengers surveyed in the National Rail Passenger Survey (NRPS) are satisfied with the sation. 

London Bridge railway station is a central London railway station and a London Underground complex in the London Borough of Southwark. The station is the oldest railway station in central London and one of the oldest in the world. 67% of passengers surveyed were satisfied with this station, the fourth busiest station in London. 

Peterborough railway station is a major interchange serving both the north-south ECML, as well as East-West long-distance and local services. The station is managed by East Coast. Just 67% of passengers surveyed were satisfied with this station.

Crewe station was completed in 1837 and is one of the most historic railway stations in the world. Like London Bridge and Peterborough, only 67% of passengeres surveyed were happy with this station.

Gatwick Airport station provides a direct rail connection to London. The station platforms are located about 70 metres away from the airport's South Terminal. 69% of passengers surveyed were satisfied with this station.

Stockport railway station was identified as one of the ten worst category B interchange stations by a mystery shopper assessment in 2009. Despite improvements being made to the station since, it is still one of the ten worst stations with only 70% of passengers satisfied with the station.

Clapham Junction station is one of the busiest in Europe by number of trains using it with many routes from London's two busiest termini, London Waterloo and London Victoria. Only 71% of passengers surveyed were satisfied with this busy station.

Maidenhead railway station serves the town of Maidenhead, Berkshire, England. It is served by local services operated by First Great Western from London Paddington to Reading, and is also the junction for the Marlow Branch Line. The survey showed 71 per cent of respondents were satisfied with the overall quality of the station, giving it the ninth lowest satisfaction rating. 

Coventry station has the PlusBus scheme where train and bus tickets can be bought together at a saving. Despite this convenient feature, only 72% of passengers surveyed were satisfied with the station. 


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