Two-thirds of people who call train companies are given the wrong information about tickets, fares and routes, according to new research published today by the Consumers' Association.

Forum Response: Consumers' Association

Helen Parker, editor of Which?, told ePolitix.com: "With UK rail prices among the most expensive in Europe, it's important consumers get good information.

"When we last looked at rail advice in 1996, only 10 per cent of fares quoted were correct, so there has been some improvement - but not enough. The Rail Journey Information System was meant to solve advice problems but it's clearly not working.

"In most cases, rail staff were helpful and courteous, but overcharging and wrong advice were still endemic."

Forum Response: ATOC

Nick Illsley, director of ATOC and chief executive of the National Rail Enquiry Service, told ePolitix.com: "To carry out a tiny sample and then claim that two out of three responses are inaccurate is statistically meaningless.

"ATOC met with representatives from the Consumers' Association last week to discuss their survey and show that their information does not reflect the same results of independent and substantially more robust research commissioned by ATOC. Clearly they had their own agenda and determined to publish their story, no matter how unrepresentative it is. We are extremely disappointed with the attitude and behaviour of the organisation that calls itself a consumer champion when clearly it is publishing misleading information.

"ATOC commissions numerous independent surveys that are designed to test the range of different enquires and transactions that passengers actually make. They are subject to agreement and audit by the SRA as the responsible regulatory body.

"All enquires should be answered correctly and this is our goal. However, as a representative from the Consumer Association admitted at our meeting with them last week, the questions were designed to 'test the quirks and play the system' rather than measure service quality for real passengers. Our quality management regime has focussed on real questions asked by customers ensuring that we get this right consistently."