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Communication breakdown

I have a slight feeling of dread when I see the Victoria line’s new carriages appear on my platform – you are never quite sure…

A tale of two tickets

London to Manchester. Not sure if I will get 06.55 or 07.25. The Tube can usually get you to Euston quickly at that time of…

Creatures of habit

Us passengers are real creatures of habit. Watching commuters pour off a Cross Country train at Macclesfield it is amazing how many people have clearly…

Bus quality

While there are some strong regional variations over the years the rail industry has become more similar – it’s become quite good in most places.

Intercity?

Among all the hype about the new high speed line between London, the Midlands and the North one thing has received less attention. If the…

Big Rail Two?

Britain’s railways are attracting more passengers again and all the long-term predictions show that the use of rail is likely to increase. So the…

Underselling rail

On train, on the way back from Manchester. Ticket collection – always a tense time as you know some poor devil’s bought the wrong ticket.

Round and round Manchester by bus

Spent the day with Julie Warburton, our bus passenger manager for the North West, testing out various bus services in Manchester. We followed a circular…

When is an on-time train not on time?

Well, it’s not a bad idea to start by asking passengers. We were baffled why some train companies satisfaction scores have remained low while their…