Responding to the Which? report published today claiming that train passengers are receiving poor advice from rail staff, Michael Roberts, the chief executive of the Association of Train Operating Companies (ATOC) says:
“This report is seriously misleading. Independent research last year, using a sample of passengers fifty times the size used by Which? and based on the kind of questions most commonly asked by passengers, found that the correct information on rail fares was given 99% of the time.
“To help us improve how we handle queries, we have asked Which? to provide us with the actual questions it posed but, for the second time, the magazine has declined to do so.”