My Lords, I would like to say that it is a pleasure to follow the two noble Baronesses but actually it is not. It makes me so angry that, week after week, they come to this House and tell us about the problems they have. When they do that they are telling us about not just their problems but the problems being encountered by tens of thousands of people, day in, day out. My Amendment 39 is about the passenger standards authority. If anything demonstrates why we need a passenger standards authority, it is the experience that has just been outlined.
The passenger standards authority is part of a package that will come later and is not part of the Bill, but I want to raise it here because passenger standards are the reason for the Bill and why we are here. As we have been hearing over the past week or so, a combination of fragmentation within the industry, poor tendering and inadequate enforcement has led us to the situation that we are in now, but it seems to me that there is something about an organisational culture that is the complete reverse of being passenger-focused.
One of the problems we are facing is that the way that we measure the performance of train operating companies is legalistic and algorithmic; so on one side of it, you are all right and no action will be taken, but step a little further and action will be taken. For passengers, that feels arbitrary. I would like to hear from the Minister how the passenger standards authority is going to work. How will it hold the operator to account in a way that so demonstrably has not been done in the past? Will it be taking a similar, very measured approach, or can it really get into the nitty-gritty of what makes passenger journeys work?
Of course, that includes punctuality, reliability, ticketing and accessibility, but there is a bunch of other things, as we have heard from noble Lords, such as the provision of consistent, understandable information; trains that are clean and properly staffed and on which people feel safe; some sort of functioning wifi; and the ability to get a cup of tea on a long journey. These things are all part of the passenger experience and should not be that difficult.
Is the passenger standards authority going to have the ability to represent passengers right across the piece? Will it be genuinely about driving improvement, not just constantly having niggles with train operators about whether they are not quite good enough or not quite bad enough? I look forward to the Minister’s reply.