Rail operators missing an opportunity to own trips

With regard to you recent Vox Pop on train design (DW 29 August), people would be happy now if their train turned up on time, they could get a seat and they arrived safely.

People simply expect a better experience when travelling than they’re getting. Rail operators have a real opportunity to own the customer journey.

It’s not about micro design solutions; it’s about owning the process, a macro issue.

Simon Moriarty

Design director

Fitch London

London EC1

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