25.09.12
Replacement buses should be last resort – Passenger Focus
Passengers prefer to stay longer on a train than take a replacement bus, new research shows.
Passenger Focus is calling for the rail industry to use buses only as a last resort when engineering works cause detours or delays.
A new survey shows that passengers also want information about whether part of their journey will be by bus before buying their tickets, and would appreciate good signposting and staff on hand to help transfers between train and bus.
Additionally, 85% felt that using buses on a rail journey warranted a discount on the normal fare. Other results showed that 42% of passengers buying tickets online for a journey affected by engineering works did not see a warning to that effect, 55% would not travel by train if part of the journey is to be by bus and 75% will tolerate an extended journey time of up to half an hour on a normally one hour journey if the train is diverted around engineering works.
Anthony Smith, Passenger Focus chief executive, said: “It is only natural that passengers stuck on a diverted train, or forced to switch between train and bus with heavy bags, will be frustrated.
“Our research shows that by making sure there is enough information and staff on hand to help, the rail industry can hugely improve the passenger experience.”
To view the report, see: www.passengerfocus.org.uk/research/publications/rail-passengers-experiences-and-priorities-during-engineering-works
Tell us what you think – have your say below, or email us directly at [email protected]