Continuity in travel information
This article discusses the contrast between the information
transportation companies provide to travellers and that
of their brand messaging. Companies’ brand messaging
often portrays the service they provide as pleasant, stress
free and perfect. Customers and users of the service, on
the other hand, often describe their experience of the
service as a negative one. This article suggests that the
brand value would be greater if transportation companies
paid more attention to the users’ experience when
designing their information systems, particularly in worst
case scenarios.