Alex Hayman, Which? Managing Director of Public Markets, said:
“Every day millions of people up and down the country have to endure unacceptable problems with delays, cancellations and poor customer service. A sector-wide initiative that aims to address passenger issues is encouraging and must address the chronically low levels of trust in the industry.
“If it is going to have any meaningful impact, the strategy needs to ensure that passengers are put first and the service improvements that people require are delivered”.