Getting To Know You

This article examines the increased power held by travelers as a result of new technologies and deregulation. It highlights a survey of passengers that revealed five key findings with implications for an increasingly competitive rail market: 1) travelers will increasingly seek to participate in mobile booking and mobile ticketing; 2) consumers seek price alerts and easier processes for ticket refunds; 3) real-time multichannel information should be provided by rail operators; 4) a comfortable on-board experience is still important for passengers, which inlcludes access to infortainment; 5) customized services and rewards will be necessary in order to enhance customer loyalty.


  • English

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Filing Info

  • Accession Number: 01489999
  • Record Type: Publication
  • Files: TRIS
  • Created Date: Aug 11 2013 10:58PM