HL Deb 12 December 2001 vol 629 cc216-7WA
Lord Bradshaw

asked Her Majesty's Government:

What is the latest survey available from the Traveline partners of the failures and accuracy of the information they give. [HL1740]

The Minister of State, Department for Transport, Local Government and the Regions (Lord Falconer of Thoroton)

Traveline is subject to an on-going programme of mystery shopping. The second wave of mystery shopping has just been conducted and the Traveline partners received the report on 4 December 2001.

The report suggested that Traveline had improved since the first wave of mystery shopping four months earlier. The time taken to answer calls and the customer service elements of the calls were generally satisfactory or good. Overall, the answers given to 93 per cent of test calls were completely accurate, although there was some variation between different types of calls and between different call centres. There was some scope for improvement in offering to all travellers a complete itinerary and a choice, where appropriate, between different operators. There was also room for improvement in calls that need to be transferred from one call centre to another. The Traveline parties are working to address these issues and will continue to improve their service.

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