Tag: passenger satisfaction



Does the railway industry understand passengers?

Telling interview in The Guqrdian this weekend… TRAIN FARES Richard Gibson, head of communications, CrossCountry Guardian Weekend: I tried to book a CrossCountry train journey from St Austell to Macclesfield. The only available ticket was £147.50, eight weeks ahead. Train companies boast about low advance fares – the trade-off for pricey walk-on fares. What’s going on? Richard Gibson: Not all journeys have an advance fare....

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What do passengers say they want in airports?

What do passengers say they want in airports?

Continuing the theme of our recent posts on airport design and meeting the needs of the passengers, we came across this blog post of a survey of what they said they wanted: http://www.futuretravelexperience.com/2011/05/what-do-passengers-really-want/ Biggest desire?  Signage, communications, staff – people want to know where to go, how to get there, where their plane is, etc.  They also want a human to deliver some of this –...

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Are train seats too narrow?

Are train seats too narrow?

According to an article in the Metro this morning (http://bit.ly/fyYP0v) MPs are calling for wider seats on South West Trains as the current design is causing “physical damage” to passengers.  However according to the South West Trains website which summarises the conclusions of the report there are issues related to people fitting the seats but this is a “comfort issue not a health risk”. The...

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Rail fares advice “inadequate” – are there design solutions?

Rail fares advice “inadequate” – are there design solutions?

According to Which?, the advice that passengers receive on selecting the right train fare is inadquate – www.bbc.co.uk/news/uk-12563302. Why is this and what could be done to fix the problem?  Well we’ve tried to give the problem some thought and come up with some ideas. 1) The train companies need to start thinking more like passengers and how they plan their journeys. How do we...

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Transport chaos and the passenger

Transport chaos and the passenger

As the snow comes down so the UK transport system descends in to chaos. Given the general irregularity of heavy snow perhaps this is understandable. But, as a group concerned with people, what stands out when watching the news reports is the number of people stuck at airports and train stations saying “we’ve been given no information”. How can this be so?  It would appear...

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Managing overcrowding on trains

Managing overcrowding on trains

With the release today of the MP’s report declaring that overcrowding on trains will only get worse attention will surely turn to how design and human behaviour can help. On the BBC website today one expert declares that it is all about creating and maintaining flow.  This may well be true but it seems to us to deny many of the basic motivations that govern...

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Making air travel even more unpleasant?

Making air travel even more unpleasant?

Over recent years, air travel has become a less and less enjoyable passenger experience.  Notably the increase in security at airports has meant queues and hassle; budget airlines have given us low cost but the pay off is a scramble to get a seat, paying for loads of extras, etc. Now it seems that the industry is making moves to make it even less comfortable...

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Are station ticket machines “confusing”?

Passenger Focus have highlighted the issue of how ticket machines are confusing and difficult to use for rail passengers: http://www.bbc.co.uk/news/business-10701953.  It is an issue that we have been talking about on this blog and in some of our other activities for a while now. The train companies point to satisfaction surveys as evidence that there isn’t actually a problem.  However, from our experience, this isn’t...

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How human factors can improve train interiors

How human factors can improve train interiors

As the railway industry becomes more focused on the passenger, the role of human factors in producing good design that delivers what the passenger wants is becoming more important. In this article in the International Railway Journal this month, our very own Mike Stearn highlights the areas in which improvements can be made.  This starts with understanding the different kinds of passengers travelling on the...

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It’s the small details that count as well in good station design

It’s the small details that count as well in good station design

To work, stations must provide key elements such as a layout that allows passenger flow and facilities to an appropriate standard.  However, to deliver passenger satisfaction it is also the small details that count.  King’s Cross Station is currently being redeveloped and CCD are involved in providing the human factors support to the programme.  When going to the King’s Cross project offices on site we...

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