INSIDE the Network Rail headquarters is a sign which says Putting Passengers First.
This acts as a reminder that NR wants to embed a customer service mindset in its staff, and ensure a better focus on performance, therefore putting the passenger’s experience at the very heart of what it does.
While welcome and laudable, because of failings within train operating companies is ‘putting the passenger first’ actually working? The start of the new timetable has been marred by cancellations or services being terminated short of destination because of staff shortages, sickness and on-going training on new stock. For too long passengers have been promised new and better trains, but delays introducing new trains, allied with crew training delays and poor implementation planning, the industry has been dragging its feet for too long, failing to deliver its promise to the fare payer...(c)
