Seven out of ten people satisfied with ticket buying facilities at stations
21/07/2010In response to Passenger Focus research on ticket machines and queuing at stations, a spokesperson for the Association of Train Operating Companies said:
“Passenger Focus’s own figures from a survey of more than 30,000 rail users show that over seven out of 10 people are satisfied with ticket buying facilities at stations. This suggests that most people use ticket machines with no problem whatsoever. They are there to cut queue times and make the process easier and faster for passengers.
“The research looks at queuing times at around 1% of stations, and where issues with queuing had already been identified. This gives a selective and unrepresentative picture of how long people have to queue at stations.
“Train companies are in the business of keeping their customers happy. They invest a huge amount of time and effort in improving the choice that people have at stations when it comes to buying tickets.
“But operators are constantly looking to improve services for customers, and will continue to work hard and listen to feedback to ensure that passengers have a range of straightforward and simple ways to buy tickets, be it at stations or online.
“We will look at this issue with train companies to see whether any changes could be made that would benefit passengers further."
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