Thursday 28 January 2021

 

< back | business | images | knowledge | library | rail unveiled | home

archive

::: Britain could demand a share of revived Eurostar



Railhub Archive
1999-02-17 ATO-001
ATOC

0

Passenger complaints helping to build a better railway


keywords: click to search


Association of Train Operating Companies
complaints
passenger complaints



Phrases in [single square brackets] are hyperlinks in the original document

Phrases in [[double square brackets]] are editorial additions or corrections

Phrases in [[[triple square brackets]]] indicate embedded images or graphics in the original document. (These are not usually archived unless they contain significant additional information.)


ATOC

Passenger complaints helping to build a better railway
_______________________________________________________________


related documents


Strategic business plan, England and Wales (Network Rail, 2013) (pdf)

2013-01-08 all related releases

_______________________________________________________________


date
17 February 1998
source ATOC
type Press release



Passenger complaints have a vital role to play in improving the operation of Britain's rail system, the Association of Train Operating Companies (ATOC) said today.

Commenting on the latest figures published by the Rail Regulator, which show a total of 540,000 passenger complaints in the period from April to October last year, ATOC welcomed the Regulator's acknowledgement that the train operating companies are contributing to the growth in complaints by providing more accessible telephone services and better recording systems.

"The increasingly customer focused train operators are very keen to have customers'comments about their services," said James Gordon, Director General of ATOC.

"That's why we make pre-printed comment forms available on trains and at stations - and these account for more than half of all the complaints received. It's why we advertise our telephone numbers and addresses on trains and stations too.

"It's also why we are exploring new ways of handling complaints. For example, Virgin spent £350,000 on a new computer system in September to process complaints more quickly; and First Great Western has been accepting complaints by e-mail since August.

"All the train operating companies are aware of the need to deal with complaints quickly and efficiently, and we hope the next set of statistics will show a continuing improvement in our speed of response.

"Mr Gordon said he was sure the availability of compensation was a major factor in the increase in complaints. But the average level of complaints - one for every 855 journeys - was still very low considering the 20 per cent growth in passenger journeys over the last three years.

He added: "The new railway is committed to providing the quality of service the public want, and monitoring passenger complaints provides us with the tool to achieve our objective."

-ENDS-

For more information: David Campbell Bannerman, Communications Director 0171 904 3010 or pager (01523) 523 523 pager no. 849718


Railhub Archive ::: 1999-02-17 ATO-001





Thursday
28




Not logged on
Visitor










4 stories





2 documents