Train operator passengers love to hate

First Great Western's boss defends her firm, but even this interview was delayed

Overcrowding, fare rises and engineering delays - at least one of these factors has turned commuters against train operators in recent months, but First Great Western has had a combination of all three. One of the worst-performing services in Britain, it props up the punctuality tables and is third from bottom in passenger satisfaction surveys.

Alison Forster, FGW's managing director, admits the company will stay at the lower end of punctuality and passenger ratings this year. As if to emphasise her point, the interview at FGW's Swindon headquarters is delayed by overrunning engineering work. "It will be a very different place in a year's time," she says. "It will be seen as one of the best operations in the UK rather than one of the worst."

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