09.05.13
Disruption discounts
Could East Midlands Trains approach to passenger disruption catch on across the industry? The operator is offering discounts and compensation for those affected by major works at Nottingham this summer, which certainly recognises the damage such projects can cause.
It is an industry first, and could set a precedent for better customer service, putting passengers at the heart of improvements.
But is this something passengers should be offered anyway, as a matter of course? If people are regularly using replacement services, or buses, when they are paying for a particular train, should they be charged the standard fare?
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