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Putting passengers at the heart of
transport services is crucial if the use of public transport
is to be increased. With growing affluence, amongst other
factors, customers are rightly demanding increased levels
of service and it is important that the passenger transport
industry responds. Customers need to feel that their voices
are heard and that the industry responds to their needs.
With the Government currently consulting on a new representative
body for bus passengers this conference looks at the role
of such passenger representation bodies, at how feedback
from passengers can be increased and complaints handled.
The afternoon considers what passengers need, and crucially
how customers can be better engaged with and perceptions
of the industry altered.
Key issues to be discussed:
The role of passenger
representation bodies
The importance of taking
account of passenger needs and giving passengers a voice
Better utilising user feedback to meet passenger
needs and aspirations
Dealing with customer feedback and complaints
The London model - consulting
with passengers and handling complaints
The link between front
facing staff and passenger representation
The importance of market
research for understanding what passengers really want
What more can be done
to make public transport more appealing to users?
Confirmed speakers:
Chairman: Rufus Barners, Former Chief Executive, London
TravelWatch
Anthony Smith
Chief Executive Passenger Focus
Stephen Morris
External Affairs Officer Bus
Users UK
Kristine Beuret OBE
Director Social Research Associates
Margaret Everson
Bus Users UK, Wales
Elaine Rosscraig
Research and Development Manager
Stagecoach
Rt Hon Rosie Winterton MP
Minister of State for Transport
Jonathon Bray
Assistant Director Pteg
Philip Cullum
Acting Chief Executive National
Consumer Council (NCC)
Carole Lehman
Director, Head of Transport Research
Ipsos MORI
Peter Field
Director, London Rail Transport
for London
David Carter
Projects Director MVA Consultancy
Phil Berczuk
Associate Steer Davies Gleave
Garrett Emerson
Director Steer Davies Gleave
Stephen Joseph
Executive Director Campaign
for Better Transport
John Cartledge Deputy Chief Executive
London TravelWatch
To register proceed to on-line
booking or print a conference
brochure for a hard copy of the registration form
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