Evolving railway passengers’ expectations (Global Railway Review)

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Transport Focus and HS2 explore what passengers think about future railways

A ‘customer community’ established between Transport Focus and HS2 Ltd has revealed what future railways – such as HS2 – should aim to offer passengers, with payment and ticketing, luggage and catering being the three most important areas…

Anthony Smith, Chief Executive of independent watchdog Transport Focus, said: “Passengers tell us that they want a stress-free experience. They hope new technology will let them take more control of, and personalise, their journey experience. It’s important that the railway builds trust in its passengers by considering what they want right from the planning stages. We’ve been pleased to see findings from this work pop up in HS2’s plans.”

HS2 Ltd Director of Railway Operations, Ben Rule commented: “HS2 will rebalance the economy by connecting eight out of our 10 biggest cities, increasing rail capacity and reducing journey times, while also creating thousands of jobs across the UK. I welcome Transport Focus’s work gathering passenger expectations of HS2.”

Ben continued: “HS2 is the first mainline railway built north of London in more than 100 years. Therefore, it presents a huge opportunity to develop the network in a way that meets passenger expectations and is able to flex with changing technology in the century ahead. We will work with the future West Coast Partner to deliver a brilliant passenger experience and a railway that works for everyone.”

What the group wanted from railways of the future:

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Written by Long Branch Mike