Posts tagged with National Express

Are travel brands making it easy for mobile users to contact them?

More than half of the UK’s top 50 travel brands don’t have a mobile optimised site, according to research published last week by the IAB.

Furthermore, although 52% of the top travel brands have a mobile app only 56% of them are transactional, while a third of the businesses have no mobile presence at all.

This means they are failing to provide an important research channel for their customers, as a separate study from JiWire has shown that when looking for information on their next holiday or business trip consumers are just as likely to turn to their mobile device as they are to use a laptop.

Similarly, new data from ResponseTap that highlights a fairly typical purchase journey shows the importance of mobile for travel companies, as customers often browse the mobile web as well as calling travel operators while researching their holiday options.

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UK rail websites fail usability test

Thanks to overcomplicated and unreliable websites, two thirds of people were unable to book a rail journey from the UK to European cities.

Just 33% of users in the study managed to complete the task, compared to 98% who tried to book the equivalent flight online. Rail tickets also took nearly twice as long as flights to book. I've been looking at a couple of rail websites to see what was so difficult.

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Grand Central needs to improve its usability

I have to book trains online quite often, and am constantly frustrated by the poor user experience offered by some rail operator's websites.

I've criticised National Express for usability problems before, but GrandCentral, which operates train services along the same East Coast mainline between London and the North East, takes the biscuit for poor customer experience. 

Grand Central homepage

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