How Does the Industry Measure up to Passengers´ Requirements?

This paper discusses the wants, needs, and expectations of passengers and how close is the industry in trying to meet these expectations. Challenges and potential solutions to these are also presented. The industry aims to provide timely, relevant, accurate and consistent information, so that all passengers can make informed choices about their travel plans. Customer information screens, announcements, help points, posters and staff at the station and on the train would be available to meet this goals. Website/WAP applications, personalisation and alerts, call centres, real time journey planning, train tracker and train tracker text will also be made available.