News: Customer Service/Care
Rail firms 'need stronger customer service following delays'
03 February 2009
Rail companies should offer customer service training to improve the help offered to travellers who are subject to delays, an organisation asserts.
Anthony Smith, chief executive of independent public body Passenger Focus, claims train operators must do more to minimise the effects these problems cause their users.
Its National Passenger Survey Autumn 2008, which was published last month, shows 38 per cent are satisfied with these organisations' handling of delays.
Mr Smith says the solution to this issue is improving customer service and staff responses to consumer enquiries regarding timing issues.
"When disruptions and delays occur it is critical that passengers are given plenty of information so that they can make informed decisions about their onward journey," he commented.
Passenger Focus' survey revealed 17 per cent of travellers were not satisfied with their rail journey, with 19 per cent specifically citing the service's punctuality and reliability.
