Does what it says on the tin…

15 November 2011

A perfect journey? London to Manchester and back in a day. Train left on time, not too crowded, toilets working, air con about right, sun out – a perfect journey. Predictable, no surprises, did what it said on the tin – got me there on time. Boring? Yes, that’s what us passengers want. I have come to the conclusion delighting passengers is difficult – except perhaps on longer distance services. What you must not do however is irritate us – just do what you said you were going to do. Hence the importance of information during disruption – you have disturbed my peace, things are not as planned, I am potentially irritated – get me information now!

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