Transport User Voice May 2024 – Working in the customers interest

01 May 2024

Extreme heat and when things go wrong

We’re often asked what passenger’s want and invariably it’s a reliable, punctual service that represents value for money. That’s fine most of the time, but what about when things go wrong?  Most of us realise that there will be disruption from the weather, engineering works you can’t avoid and accidents beyond your control.   

We start from a position of understanding and are often impressed by staff on the ground doing their best in challenging and stressful circumstances. What’s frustrating is when communication is poor, planning lacking, and decisions appear to have been made that aren’t in customers best interests.  

With long, hot summer days not far away the report we contributed to on Extreme Heat and the impact on rail passengers is a timely reminder of what needs to be done to avoid disruption turning into poor customer service or worse. 

The other article I wanted to highlight relates to our public Board meeting in Birmingham on 22 May. It’s my first public Board meeting, so I’m looking forward to seeing how it goes and we’ve got some excellent speakers. We’ll also be sharing our new Business Plan and I hope many of you will be able to join us. 

Enjoy the read.   

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