Information: Rail passengers needs during unplanned disruption
Document Type
Report
Publication Date
2011
Subject Area
mode - rail, place - europe, operations - performance, planning - signage/information
Keywords
service delivery, delays, rail, Great Britain, service improvement, information, staff attitudes, length of delay
Abstract
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.
Rights
Permission to publish the abstract has been given by Passenger Focus, copyright remains with them.
Recommended Citation
Passenger Focus. (2011). Information: Rail passengers' needs durng unplanned disruption, Qualitative Research. 36 pp.
