Information: Rail passengers needs during unplanned disruption
mode - rail, place - europe, operations - performance, planning - signage/information
service delivery, delays, rail, Great Britain, service improvement, information, staff attitudes, length of delay
The National Passenger Survey shows that almost one quarter of passengers rate the way train companies deal with delays as “poor”, while only 36% say they are dealt with “well”. To give this context, overall satisfaction currently stands at 84%. Furthermore, dealing with delays is the top driver of overall dissatisfaction with passengers’ journeys and information during delays is the fifth highest priority for improvement among Britain’s rail passengers.
Permission to publish the abstract has been given by Passenger Focus, copyright remains with them.
Passenger Focus. (2011). Information: Rail passengers' needs durng unplanned disruption, Qualitative Research. 36 pp.