London TravelWatch comments on Transport Focus publication on passenger complaint backlogs03 July 2017
Commenting on the release of Transport Focus’ publication, Rail passenger complaint backlogs: lessons for the future, which draws on issues relating to Great Western Railway’s (GWR's) recent complaints backlog as well as other train operators’ contact centre issues, London TravelWatch’s Chief Executive Janet Cooke said: ‘It is important that all operators learn lessons when things go wrong on this scale. An unexpected surge in complaints can easily create a backlog and it is important that passengers are made aware when their complaints are likely to take longer than normal to resolve. Good and proactive communications in situations like the one GWR found themselves in can help reduce the number of repeat complaints by passengers following up their original compensation claims, leaving customer service teams free to deal with the backlog.’
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