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Spring is finally upon us!

March 28, 2012

Spring is finally upon us and the warmer weather is definitely putting a spring in the step of all of us here at National Rail Enquiries. In this month’s blog I am going to share my experiences from my trip to India earlier this month and give you an update on the progress with the mobile site.

Firstly, on behalf of the team and myself I would like to give my sincerest apologies if you have been experiencing any issues accessing our site via your mobile. We have been working with our suppliers to get the change implemented and despite a lot of testing done by the team, the implementation caused some difficulties. Currently, Android users cannot plan journeys from the full site, and have to keep using the mobile site for now whilst our suppliers work on the problem.

I am just back from visiting our call centres in India. We have about 300 staff there at our sites in New Delhi and in Mumbai. I visit both sites twice each year, and this time I travelled between the two by sleeper train (it’s a 17-hour journey!).

Visiting the teams there I am always struck by their sheer dedication and enthusiasm for supporting our customers. They put a huge amount of effort into giving you the best rail travel options no matter how tricky your query is.

As for the website, the team is currently testing some exciting new developments which I’ll tell you more about in the coming weeks. We’re making changes to journey planner to make it clearer how to add railcards or choose a return journey time amongst a host of other things. In the meantime, one of the team has created a video guide to using our Pocket Timetable tool which you can view on YouTube.

I hope you have an enjoyable Easter weekend – if you’re travelling on the railway check out our Easter page to find out what work is going on, or alternatively just plan a journey with our journey planner which includes the alterations in the timetable.

5 comments

  1. How does placing the call centre in India provide a better service to customers?


    • Hi Tom, our contact centre was first located in India back in 2004 and was only fully located to India after achieving equivalent (or better) quality and accuracy scores for a number of months.

      I’m sorry that you’ve experienced problems using our phone line. If you would like to complain about the quality of service you’ve received via the contact centre you can do so here: http://www.nationalrail.co.uk/contact/feedback/comments.html


  2. ….yes, and I bet their trains ran on time and cost half the price our trains cost. Perhaps you could take a leaf out of their book.


    • Hi Mark, I’m afraid National Rail Enquiries have no control over the running of trains nor the price of train tickets. We are an information service. Comments about the train service can be dealt with by the train company that you travel with, if you let me know who they are then I can look up their contact details for you?


  3. Hi there, I’ve tried to access your site twice via my BlackBerry, but I get a 404 error. How could that be?



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