South West Trains (UK) plans to issue BlackBerry devices to more than 850 front-line customer service staff to improve real-time communication with passengers. Train guards, station managers, and platform staff will receive the smart phones. Staff will be able to access service information from the internal Live Departure Board, along with external travel websites. “This is welcome news,” said Anthony Smith, chief executive of watchdog group Passenger Focus, in a statement. “Passengers understand that sometimes things go wrong but what they want is to know what’s happened, how long it’s going to take to fix and when they are going to get moving again.” South West Trains also plans to launch a mobile version of its website.
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