Wearhead
Member
- Joined
- 11 Jul 2014
- Messages
- 15
Transport Focus has just published the results of their panel survey into Avanti's reduced timetable customer experiences (that's us, by the way). https://d3cez36w5wymxj.cloudfront.n...educed-timetable-–-passenger-experiences.pdf
The key problems are . . . .
• information provided prior to travel confusing
• a lack of timely information to make an informed decision
• unable to amend reservations as timetable not published until a few days in
advance of travel
• double booking of reserved seats
• reservation system on trains not activating
• short-notice cancellation occurring on a daily basis
• services full and standing
• erratic provision of catering
• impact of poor journey experience leading to passengers considering alternative
travel options in future
• timetables and tickets not being available when passengers are looking at future
travel dates are putting people off travelling by rail
• concerns that reduced timetable will lead to a poor journey
experience (overcrowding) putting people off travelling
• refund process cumbersome, slow and uncommunicative
• the late availability of information for future travel is not only inconvenient but
making people anxious
• passengers with disabilities or additional needs are put off travelling
But apart from that, Avanti are still a financially viable company thanks to the generosity of the current (and previous) Tory governments.
The key problems are . . . .
• information provided prior to travel confusing
• a lack of timely information to make an informed decision
• unable to amend reservations as timetable not published until a few days in
advance of travel
• double booking of reserved seats
• reservation system on trains not activating
• short-notice cancellation occurring on a daily basis
• services full and standing
• erratic provision of catering
• impact of poor journey experience leading to passengers considering alternative
travel options in future
• timetables and tickets not being available when passengers are looking at future
travel dates are putting people off travelling by rail
• concerns that reduced timetable will lead to a poor journey
experience (overcrowding) putting people off travelling
• refund process cumbersome, slow and uncommunicative
• the late availability of information for future travel is not only inconvenient but
making people anxious
• passengers with disabilities or additional needs are put off travelling
But apart from that, Avanti are still a financially viable company thanks to the generosity of the current (and previous) Tory governments.