The way Transport for London (TfL) deals with customer complaints is in need of an urgent re-think, states a review by the London Assembly Transport Committee.
The emergence of contactless payment, along with ticket office closures, social media and new regulatory requirements means TfL’s relationship with its customers must change, says the committee. “Passengers need to know what standards of service they can expect, how to complain when things go wrong, when their complaint will...
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