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1997-06-18 ORR-001
Office of the Rail Regulator

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Rail Regulator's message to passenger operators - wake up to the retailing opportunities: serve the passenger better


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Office of the Rail Regulator

Rail Regulator's message to passenger operators - wake up to the retailing opportunities: serve the passenger better
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related documents


1997-06-18 Meeting the challenge of accurate and impartial retailing (Office of the Rail Regulator)

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date
18 June 1997
source Office of the Rail Regulator
type Press release

note ORR/97/13


Speaking today at a London conference on impartial ticket retailing, the rail regulator, John Swift QC said a firm commitment to investing in new retailing, distribution and information systems was essential to meeting passengers' needs.

Acknowledging that operators were committed to improving the rail network in the form of increases in service frequency, refurbishment of existing rolling stock as well as placing new train orders, Mr Swift said when it came to dealing with the potential traveller those new information systems were indispensable.

From the first contact, whether by phone or in person at a booking office or travel agent, passengers must have confidence that they would get reliable, accurate and appropriate information about services and fares so they could choose the right ticket and make the journey they wanted to make, the regulator said.

Mr Swift said "It is clear that failure to address systems issues and failure to provide fully accurate information actually represents a cost to industry. Costs in terms of mountains of paper work and processing, costs in terms of additional capacity at enquiry bureaux because people ring twice or three times to check that the information is right. And lost revenue, from those who give up and climb into their car, or from those who perceive the process as complicated and unreliable and don't even bother.

"There is also a less quantifiable , but equally significant cost : the cost of regulatory intervention if operators do not make real progress on the inputs which will deliver accurate and impartial information and retailing to passengers.

"Staff are being asked to do a job with outdated equipment. I am not talking rocket science but about the industry's ability to join a technological revolution that at the moment risks leaving railways well behind", he said.



NOTE:
A copy of the speech "Meeting the Challenge of Impartial Ticket Retailing" is on-line.


Railhub Archive ::: 1997-06-18 ORR-001





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