Rail operators must boost customer services
December 6, 2010 5:28 PM
Originally published by Scottish Liberal Democrats
Originally published by Scottish Liberal Democrats
Commenting on the Passenger Focus survey of rail services, Liberal Democrat Transport spokesperson Alison McInnes said:
"Passenger Focus' innovative and comprehensive survey has found that only a third of rail passengers caught up in disruption were satisfied with the way it was handled. Particular complaints focused on late notice of platform changes and a lack of information about delays.
"We've all got our own anecdotes about the last minute dash for a platform change, laden with shopping or luggage, but this survey shows it's a national complaint.
"The franchise for Scotrail includes performance indicators. A quick look at these Scottish figures show that Scotrail is performing well below the benchmark for passenger information systems and public address systems. This tallies with complaints in the Passenger Focus survey about poor communication with passengers.
"I'm worried that complacency is creeping in.
"The Transport Minister has to work with train companies to improve communication to passengers. No other service industry would ignore paying customers like this."
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