Latest Rail News

11.07.13

London TravelWatch calls for improved passenger information

Passengers’ lack of knowledge about Oyster Pay-As-You-Go highlights the need for staffed stations, a new report by London TravelWatch argues.

When purchasing tickets for journeys they are less familiar with, passengers are more likely to want visible, knowledgeable staff present to help, the report stated. But this could be served by roaming staff, rather than behind ticket offices.

Oyster still needs clearer information, including a better distinction between peak and off-peak and more explanation of how the daily cap works. Validators must be easy to find and use, to allow passengers to resolve incomplete journeys, and information should be up-to-date and tailored to passengers, it adds.

Passengers also want more reassurance about contactless and mobile payment technology, the report suggests.

John Stewart, chair of London TravelWatch’s Policy Committee said: “This research shows that although Oyster is positioned as the easiest and cheapest way of travelling around London, this is not always reflected by passengers’ experiences. Some passengers are also unclear about peak and off-peak fares and how the daily price cap works. More information is needed so that passengers can avoid making incomplete journeys in the first place and resolve them easily when they do occur.

“It is also clear that passengers value the presence of staff at stations as they cannot always purchase the ticket they need at a machine and often need help working out what the best value fare is, especially if they aren’t making a journey that is familiar to them.”

Tell us what you think – have your say below, or email us directly at opinion@railtechnologymagazine.com

Image c. TfL

Comments

There are no comments. Why not be the first?

Add your comment

 

related

Rail industry Focus

View all News

Comment

The challenge of completing Crossrail

05/07/2019The challenge of completing Crossrail

With a new plan now in place to deliver Crossrail, Hedley Ayres, National Audit Office manager, major projects and programmes, takes a look at ho... more >
Preparing the industry to deliver trains for the future

04/07/2019Preparing the industry to deliver trains for the future

The move to decarbonise the rail network involves shifting to cleaner modes of traction by 2050. David Clarke, technical director at the Railway ... more >

'the sleepers' blog

Maximising efficiency requires investment in data, but it’s rewards for rail could be extensive

14/11/2019Maximising efficiency requires investment in data, but it’s rewards for rail could be extensive

Rail Technology Magazine’s Matt Roberts explains the significant role data can play within the future development of the rail industry. Standing as a cornerstone of the UK transport network, the rail industry is forever striving to in... more >
read more blog posts from 'the sleeper' >

Interviews

Andrew Haines, CE of Network Rail, tells BBC News his organisation could issue future rail franchises

24/06/2019Andrew Haines, CE of Network Rail, tells BBC News his organisation could issue future rail franchises

Andrew Haines, the Chief Executive of Network Rail, has told the Today programme on Radio 4's BBC’s flagship news programme that he would not rule out his organisation issuing future r... more >
Advancing the rail industry with management degree apprenticeships

08/05/2019Advancing the rail industry with management degree apprenticeships

In answering the pressing questions of how current and future generations of managers can provide solutions to high-profile infrastructure projects across the UK, Pearson Business School, part of... more >