ONE in five passengers is "resigned to poor service" on Britain's railways, according to a new study.
Long-term issues have resulted in "high levels of disillusionment", a report by dispute resolution organisation Ombudsman Services found.
Complaints about rail services increased by almost a third (31 per cent) to two million last year, its survey of 2,477 people suggested.
The most common complaints were over punctuality, poor customer service and overcrowding.
Public transport campaigners said it was "simply unacceptable" that some passengers were paying "thousands of pounds for poor service".
The survey reflects r ecent figures published by regulator the Office of Rail and Road (ORR) showing that the rate of passenger complaints per 100,000 journeys between July and September last year was 13 per cent higher than the same period in 2015.
The ORR noted that methodology changes might have affected the data.
Campaign for Better Transport campaigner Lianna Etkind said late or overcrowded trains can "genuinely blight people's lives" and claimed no other service industry would " get away with treating its customers so appallingly".