Passenger satisfaction for Wellington’s rail services has slumped for the third year in a row, while bus patronage is increasing.
Metlink’s annual passenger satisfaction survey shows 89% of all rail passengers surveyed were happy, down from 92% last year and 94% the year before.
Just 58% of rail passengers on the Wairarapa line — which runs between Masterton and Wellington — reported being satisfied with services.
Greater Wellington Regional Council’s Thomas Nash said trains were not as reliable or punctual as they should be, due to significant maintenance and upgrades on the network.
That, along with staff shortages on the Wairarapa line had caused train cancellations, and bus replacement services had been offered instead.
Nash said it was clear passengers were frustrated.
“It’s not rocket science, we need to get the reliability up and for rail that means getting the assets in a condition where they will allow for reliable passenger services to be run by us on those tracks.”
Temporary speed limit restrictions on sections of lines were also causing delays.
“They do mean that the timetable isn’t as efficient as it could be, isn’t as frequent as it could be. That kind of punctuality does matter to people.
“I think if we can start clearing out the speed restrictions that are in place because of aging assets in the government’s rail network, then we as the public transport authority running the trains will be able to provide a much more reliable and punctual service for people.”
He expected maintenance work to continue for years, but said the regional council was focused on improving reliability at peak times.
“What we need to focus on is really making sure we protect those peak times — those morning and evening peak times — on the rail network and then we can say to people, hand on heart, if you turn up in the morning to get to work, and you’re coming home in the evening we will make sure your train is running.”
Greater Wellington regional councillor for Wairarapa Adrienne Staples said the council was committed to working with KiwiRail to improve reliability and prepare the line for new hybrid trains, arriving in 2029.
“These upgrades are extensive, but they’re essential to delivering the kind of service our passengers deserve.
“Wairarapa passengers have been incredibly patient, and I want to acknowledge that it’s not just closures affecting the line. Vibrations, speed restrictions, and most recently staffing shortages have all contributed to services falling short of expectations.”
Bus users satisfied
The survey shows 94% of bus users are satisfied, an increase from last year.
Metlink group manager Samantha Gain said the reliability of bus services had exceeded 99% this year.
Bus patronage, too, was on the up, with a record-breaking 2.5 million passengers taking the bus in March, she said.
She said she was “pleased to see continued high satisfaction across the network, especially with buses and ferries, and that passengers continue to report feeling safe both onboard and while waiting at stops and stations”.
The independent survey, involving 2711 respondents, showed overall satisfaction with Wellington’s public transport network was at 93%.
Nash said reliability was the key to determining satisfaction in public transport and in improving rail passenger numbers.
“With bus we are at record-high reliability and consequently record-high levels of patronage on the bus network.
“Conversely, satisfaction with rail is down, because reliability on rail is down, and fewer people are now using the rail service.”
By Ellen O’Dwyer of rnz.co.nz
