Document summary
Transport Focus aims to see passengers at the heart of all long-term planning. We welcome the commitment by HS2 to including future passengers’ views in its work right from the beginning of the design process, which started three years ago.
In this report we share the findings from three areas of the research: payment and ticketing, luggage, and catering to find out what passengers really want from the railway of the future. We highlight improvements on current services that passengers think HS2 should consider to achieve ‘brilliant basics’ to improve the travel experience. We also look at the role of technology and staff and how they can be used together to ensure stress-free journeys. Members of the Customer Community have been pleased to see their ideas incorporated into HS2 documents as confirmation that they are being listened to and influencing developments. The community continues to engage with the project and provide a valuable source of feedback.
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