The passenger experience of unstaffed stations

24 February 2011

Stations are the gateways to the rail network and an essential element of passengers’ overall journey
experience. Passenger satisfaction with stations in Wales lags behind the average for Great Britain. Wales
also has a high number of unstaffed stations. These factors led Passenger Focus to commission the Wales
Transport Research Centre at the University of Glamorgan to undertake a detailed investigation of passengers’
experiences of using unstaffed rail stations in Wales, as well as highlight areas for improvement.

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