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Passengers value the human touch, says watchdog

Passengers still value human interaction despite the new technology introduced by the rail industry, according to new research released by Transport Focus.

TF asked passengers what they think about staff and the value they add to the journey experience. While the study revealed that 76% of passengers were happy with the attitude and helpfulness of station staff, and 65% were happy with train staff, only 44% were satisfied with the availability of staff during their journey.

TF research highlights that 52% of Thameslink passengers wanted improvements to the number of staff available during disruption, while for on-board staff this rose to 61%.

Travel during engineering works was also questioned. TF said 21% of those asked were ‘very dissatisfied’ with the level of staff available during the works, although the largest figure (27%) were ‘fairly satisfied’ with staff levels. 

  • For more on this, read RAIL 794, published on February 17.


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