Sunday, October 10, 2010
Dutch railways has sold off most of its station kiosks. Some of the new owners have turned them into refreshment stalls. And clearly they want nothing to do with the previous owners. They won't give you change for the machine. They don't know anything or care about the trains outside. And who's fault is that? I'd say Dutch railways for not understanding how the public communicate with each other or what information they need, at what time, in order to get the maximum benefit from the system. The way NS has communicated the use of the new RFID travel cards, especially to tourists, is a classic case of communications failure. 4/10.