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Train companies encourage complaints to build better services
date 25 August 1999 source ATOC type Press release
In response to the Office of the Rail Regulator's complaints bulletin released today, Association of Train Operating Companies (ATOC) Director George Muir said: "Train companies are encouraging people to complain as part of a massive industry programme to improve customer service. While there is a long way to go, much has been achieved in the past three years.
"Many train companies, through their new call centres, have encouraged a vast increase in communication with passengers, aimed at helping people with their journeys and winning more passengers for the train. Complaints often represent a small part of this communication. For example, one large train company receives five times as many calls asking for information and assistance than the calls it receives registering a complaint.
"In the report, the Regulator points out that train companies have improved with their response time for handling complaints. This provides a solid basis to build on but more still has to be done to meet passenger's aspirations. More investment is needed and the industry is ready to invest whenever it gets the go ahead from the Shadow Strategic Rail Authority."
ENDS
For further information, please contact the ATOC Press Office on (0171) 904 3077/10
Notes for Editors
o Measures train companies have undertaken to make it easier for passenger to complain include o Advertising on trains how and where to complain. o Handing out pre-paid complaint forms on train or at stations when services are delayed o Offering a minimum 20 per cent refund where services are delayed by more than one hour o Establishing customer call centres to enable passengers to record a complaint through a phone call.
