One thing we did in respect of the most recent franchise we awarded was to take the passenger experience into account. We spoke to passengers and asked them what they wanted. The issues my hon. Friend has just raised were the same issues that they raised: they wanted less crowding and they wanted to feel safer on the stations, and that has an impact on both staff and passengers. In awarding this most recent franchise, we took on board some of the passengers' wishes. I will ensure that we continue to speak not just to Members of Parliament, but to communities, so that when we award franchises, we can take into account the important points that my hon. Friend has raised.