Thanks for this, Chris. I have reservations about the train captains because
there is only 1 per train when units are coupled together. Depending on the
person concerned, you may or may not see anyone. The last time I looked at one
of the posters showing customer satsifaction (it was about 18 months ago)
there was less satisfaction with staffing and information (whatever the
category was) than I would have imagined - given the investment DLR has made
in this part of the operation. It was around 70%.
Chris Yewlett wrote:
>
> I think there may be both a 'public safety' and 'reassurance'
> issue here.
>
> On the DLR, the Train captain is mingling with the
> passengers, which removes/ alleviates some fears about 'late night
> travel alone' etc.
>
> Also, on a recent trip, returning from London City Airport to
> Paddington, which costs (literally) less than half by LT Bus/DLR/
> Underground than by ShuttleBus/Undergrond, I had the misfortune to
> lose a note in the automatic ticket machine at Prince Regent, gaining
> a ticket but no change. Without the ticket (and in the face of
> ferocious penalty notices!) many people would not risk proceeding,
> especially if they are not familiar with the city or the system
> without some reassurance. In the event, the Train Captain was
> courtesy in itself, and cheerfully arranged a refund. I wonder what
> many people would have done if a 'fully automatic' vehicle turns up &
> they have no ticket & no-one to consult.
>
> Incidentally, in connection with that and two other recent journeys,
> my LT tickets, though issued by '?First Great Western postal booking
> service' totally failed to operate ANY LT barriers at all, and I was
> reduced to finding staff and manual checks to get in and out. (I
> never had this problem with same type of ticket issued in advance by
> Cardiff Central Station Travel Centre!) I think we have to be very
> careful about developing 'fully automated' systems with no human
> presence, given the propensity for computer difficulties!
>
> ----------------------------------------------------------------------
> Chris Yewlett [log in to unmask]
> Dept. of City and Regional Planning,
> Cardiff University of Wales Tel: (+44) (1222) 875294
> PO Box 906, CARDIFF CF1 3YN, UK FAX: (+44) (1222) 874845
--
Roy Killey,
MPhil/PhD student, Anglia Polytechnic University, Cambridge
28 Howe Lane,
Nafferton,
DRIFFIELD,
East Yorkshire,
YO25 4JU
Phone 01377 254718
Email [log in to unmask]
"Information is power, but people matter more than things"
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