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Roads to Nowhere

Campaigners respond to Passenger Focus research on commuter complaints

23 September 2014
Campaign for Better Transport has responded to new research by Passenger Focus, dealing with the quality of information provided to passengers when they experience delays and cancellations.

Martin Abrams, Public Transport Campaigner, Campaign for Better Transport said

"Delays happen, but train companies should never make things worse by dealing with them badly. Modern communications mean passengers should have accurate, up to date information before they've started their journeys. Passengers who are already travelling need knowledgeable staff to pass information on and help with alternative arrangements.Government must ensure passenger satisfaction and communication are strongly enshrined in future rail franchise agreements and train companies with a poor record in informing travellers about disruption should learn from those who have won passengers' trust."

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