The passengers visiting ZTM Passenger Service Points can count on professional and fast service. Our consultants will listen to every customer patiently and will try to solve their problems. Such individual approach is effective – the number of acknowledgements increases and there are fewer claims.
High quality service is a priority for ZTM. In eight Passenger Service Points, several dozen qualified consultants help clients. They sell and accept returned tickets, accept appeals, claims and application, and encode tickets in a personal Warsaw City Card. Each of them had to undergo many trainings and pass examinations concerning among others, regulations and the ticket tariff.
We do our best to provide our customers with the best service possible. Therefore, we control and analyze all incoming signals. The number of claims is small. In August this year, from the total number of claims only 0.4 per cent concerned PSPs. A month before no claim against our customer service consultant was submitted (256 claims in total).
Our activities bring visible effects. Thank you e-mails and letters to ZTM praising a high standard of service are the best example for that. The letters are from institutions as well as from individual passengers (see the letter from The Chancellery of the President of Poland below).
Published 18 October 2011
Last modified 3 June 2019
