Working in partnership with London TravelWatch

Passenger Voice July 2015: HS2 – a passenger view

06 July 2015

We asked passengers what they would like from High Speed Two (HS2). Passengers told us they expect HS2 trains and services that are a source of pride throughout Great Britain; a national asset from which the whole country can benefit.

Our passenger panel of 40 rail passengers gave its views and ideas via workshops and an online community over one year. The report outlines passengers’ priorities on issues such as HS2 stations, getting a seat on a train and ticketing options.

The report, High Speed Two: putting the passenger at the heart of design, also found that:

  • the panel want to be treated as valued ‘customers’ who have needs beyond simply getting from A to B
  • the panel felt the rail industry could improve its customer service to match service levels found in other sectors such as retail, technology and on airlines. HS2 should  prioritise customer needs to ensure its experience is ‘designed for the customer’
  • there was a strong plea for affordable ticket pricing so that HS2 is truly accessible for all
  • the role and approach of staff alongside proactive, accurate communication is crucial for customers to feel valued.

 The full report can be found here.

Further details about what the panel said in its first year are also available online here.

Research is still ongoing and the panel will now run until March 2016.

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