Transport User Voice – August 2019 – ‘Customer days’ at Cardiff’s railway stations

30 July 2019

Transport Focus joins user feedback sessions

Network Rail and Transport for Wales are holding joint sessions at key stations to gain feedback directly from passengers, particularly with staff who may be new to the railway or don’t have front-line experience.

The first ‘customer day’ was at Cardiff Central at the end of May. Staff saw the huge variety of passengers and learned from their experience of using the busy station and journeys to both local and distant destinations.

David Beer, Transport Focus stakeholder manager, joined that first session and was with staff again at the second event in July, at Cardiff Queen Street station. He saw at first-hand how the teams are using this experience as part of their drive to put passengers first.

Passengers were asked a range of questions about their journey, including their experience of using Cardiff Queen Street, opinion of facilities and how their journey had worked door-to-door.

The difference between passengers using Cardiff Central and Cardiff Queen Street was striking. As a key commuter station, there was high familiarity with Cardiff Queen Street station and its services. There was greater emphasis on punctuality and wanting to get a seat, but less concern with facilities, with most travelling short distances. Cardiff Central requires more support for passengers as some may travel on long distance trains and be unfamiliar with its layout and services, so may need reassurance and more complex travel advice.

As well as gaining valuable front-line experience, the staff from Network Rail and Transport for Wales felt these were really useful opportunities to engage with passengers, hear what they think of Cardiff’s two key stations and travelling around on the railway network. Feedback is being used to improve understanding of passengers needs and priorities.

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