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.”
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