Department of Transport

BR’s telephone enquiry bureaux - statement from Sir George Young, Secretary of State for Transport

date 4 October 1995   source Department of Transport   type Press release

The quality of service offered by BR's train enquiry bureaux has for
many years lagged behind the standards offered elsewhere in the
transport industry.

Any traveller who rings the privatised BA offices, ferry companies
and coach operators can spot the difference.

"This is one of the many areas where rail privatisation will bring
real and direct improvements to the travelling public.

"Private sector transport providers pride themselves on answering
within a few rings and providing accurate information - their
businesses depend on it. Passengers cannot travel without good and
reliable information.

"But the Government is not waiting for the private sector
improvements. BR and Railtrack have over the past few months, on the
Government's instructions, been improving the quality, accuracy and
availability of all information to passengers as part of the
'Informed Traveller' project.

"The development of a new enquiry service is a key element of this
initiative. Work has already begun and I expect to see a pilot
system up and running next year. "In the meantime I have already
asked BR to complete an urgent review of their train enquiry bureaux
network with the aim of making significant short term improvements."

Railnews Archive ::: 1995-10-04 DoT-003

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