Overpriced tickets, delays and faulty air conditioning are the top complaints by commuters using Greek trains, according to a study carried out by Greece’s Railways Regulatory Authority (RAS).
Other grievances listed on a satisfaction survey for 2017, include refunds or clearing or change, lack ventilation on trains, unavailable information and staff communication issues as well as the re-institution of former routes.
Among the key demands of passengers are creating new routes and flexible payment methods.
Participants in the survey also noted poor or inefficient accessibility facilities for people with disabilities including no ramps, malfunctioning or not functioning elevators.
Based on the aforementioned complaints, RAS officials say proposals should focus on ensuring ongoing information both in and out of trains on issues such emergencies, extraordinary incidents, adequate lighting, and announcement systems should always be up to date with screens posting at all stations real-time information on arrival and departure times.
It also proposed the installation of security cameras at key points across stations to discourage offending or criminal behavior. RAS adds that cooperation between railway authorities and public bodies in order to ensure the personal safety of passengers at all stations is also of major importance.
In regard to issues of accessibility, RAS underlines that plans are underway to improve accessibility at stations and trains.
In the meantime, in efforts to improve the communication skills of employees, RAS has suggested their participation in regular seminars on customer management, service, complaints, crisis management, conflict and first aid.