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Melbourne Metro worst in Australia, passengers say

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Staff Writer | September 13, 2016
Rail passengers in Melbourne remain the most discontent in Australia. This year, Canstar Blue surveyed a total of 6,000 adults across Australia to form its 2016 customer ratings for city trains.
Melbourne Metro
Down Under   Metro Trains Passenger Ratings 2016
For the fifth year in a row, TransPerth was rated highest overall with five stars, while Adelaide Metro, Sydney Trains and Queensland Rail all scored four stars overall.

Melbourne’s Metro Trains scored three stars overall, with customers particularly aggrieved at the ticketing system and cost of travel.

Canstar Blue’s 2016 review of Melbourne’s metropolitan rail service has seen Metro Trains achieve two or three stars out of five in all research categories, including service reliability, trip comfort and ticket price.

The only area in which it has improved from last year is in regards to train and station cleanliness, going from two to three stars.

While the number of passengers who report regular delays and overcrowding has gone down, there has been a marginal increase in the number who often experience anti-social behaviour on the network.

And while the number of passengers who say they feel safe on the network during the day has increased slightly, the number of those who feel safe travelling at nights has dropped, as the following survey results show.

Metro Trains customers who use the rail network to get to and from work every day spend an average of $35 per week. This compares favourably to Brisbane ($46), Sydney ($43) and Adelaide ($38). However, commuters in Perth spend the least on average, at $33 per week.

Just over half of commuters in Melbourne (52%) believe taking the train is the most convenient way of getting to work, while 55% also declare it cheaper than driving. About one in four (27%) also say they have no other choice but to catch the train.

Survey respondents in Adelaide are the most likely to declare their rail service as the most convenient way to get to work (67%) and cheaper than driving (64%). Those in Brisbane are least likely to take the train out of convenience (49%), with those in Perth least likely to say taking the train is the cheapest way to get to work (42%).

While the number of Metro Trains passengers who report regular delays has dropped over the last 12 months, from 56% to 53%, Melbourne remains the city with the biggest problem in this area, in the eyes of customers. In Sydney, the number of passengers who often experience delays is 40%, followed by Adelaide (33%), Brisbane (26%) and Perth (15%).

With seven out of ten Metro Trains customers (70%) reporting regular overcrowding, Melbourne also suffers more than any other major Australian city in this area. In Sydney, 62% of passengers say they often experience overcrowding, followed by Perth (51%), Brisbane (45%) and Adelaide (36%).

After a small increase in the number of Metro Trains customers who say they often witness anti-social behaviour on the network, from 49% to 50%, Melbourne trails only Adelaide (51%) in this regard. In Sydney the number is 47%, followed by Brisbane (44%) and Perth (43%).