2016

RDG highlights improved ticketing and information in response to MPs’ report

Work to modernise ticketing and information are among significant improvements benefitting rail customers, the Rail Delivery Group (RDG) has told MPs. 

In response to a wide-ranging Transport Select Committee report on Improving Rail Passenger Experience, Jacqueline Starr, RDG Managing Director of Customer Experience, says: 

“We agree that in too many places passengers are not getting the service they deserve and we are working relentlessly to improve the service we provide to our customers.”

The RDG accepts proposals by the committee on several issues, including ‘addressing the complexity and transparency’ of ticketing: “Ticketing is fundamental to customer experience on the railway and we acknowledge that more needs to be done to make buying and using tickets simpler.”

A newly published retail ticketing strategy sets out how customers on every part of the network will have the choice of barcode ticketing by the end of 2018.

The RDG’s letter to committee chair Louise Ellman sets out other improvements and responses to the MPs’ proposals including:

  • Under our plans to measure punctuality to the minute at every station, Britain will have the toughest train performance measures anywhere in Europe. A new website - MyTrainJourney – lets customers check the punctuality of their specific, chosen journey from what happened yesterday up to a year ago and make informed choices about which train to catch or route to take;
  • RDG will set out a detailed plan on a minimum set of standards for all train company websites and apps;
  • Significant work is underway to install Wi-Fi on more trains and stations, and RDG is  happy to work with the Department for Transport and Network Rail to produce a strategic plan for further implementation;
  • RDG supports the Committee’s recommendation that a National Rail Passenger Survey every three months rather than twice a year “would be significantly beneficial to both customers and the industry”.

The full letter to the select committee is here

Ends

Notes to editor

Our plan is for punctuality to be measured at every station where it is possible to do so. In coming years, the industry will be working to improve the quality of this information and to increase the number of stations at which performance can be measured to the minute.

 

A- A A+