Writing Part 2.
Dear Passenger,
Thank you for travelling with CityRail. We are reviewing our service and would appreciate your feedback regarding your most recent journey.
Firstly, we would like to know your opinion of our staff. Were they helpful when you needed assistance? (1)
Secondly, please comment on the organisation of the service. Did you find the information about delays and platforms clear? (2)
Finally, we would welcome any suggestions you may have to improve the passenger experience. (3)Yours faithfully,
Customer Relations
CityRail
Your notes:
- Staff member at platform seemed impatient and didn’t explain options
- Delay announced late; display boards showed different times
- Carriage very cold; seat reservation system confusing
Writing Part 3
Cashless payments
Your notes:
- Increasing use of contactless cards and mobile wallets (phones, smartwatches)
- Many shops prefer cashless payments: faster queues, reduced theft risk
- Benefits: convenience; easier budgeting through digital records; fewer costs handling cash
- Drawbacks: privacy concerns (transactions tracked); risk of exclusion for older people or those without banking access; system failures can disrupt spending
- Possible solutions: keep cash as an option; improve digital literacy; ensure reliable infrastructure
Payment preferences (selected cities)
| City | Country | Cashless transactions (%) | Urban population |
| Stockholm | Sweden | 95% | 975,000 |
| London | United Kingdom | 80% | 8 million |
| Rome | Italy | 55% | 2.8 million |
