Increasing numbers of hydrogen refuelling stations (HRS) are in operation globally, yet in some regions their performance has been disappointing, despite close to two decades of experience. In other regions they perform well. In-depth interviews with station providers, integrators, operators and users in Europe, N America and Asia suggest different but connected reasons: rapidly evolving technology means that equipment has not always undergone long-term real-world testing; some support mechanisms can reduce incentives for reliability; personnel turnover can mean that learning is not retained; contracts may not be written in the right way to enforce. This presentation lays out the key insights and concrete ways improve performance and satisfaction.