Do you have an idea that would help improve passengers’ experiences by train? If so, the Panel wants to hear from you now, says its Chairman, Sir Alan Greengross
How many times a week, as you travel around on South West Trains, do you see something that has not been attended to or needs to be repaired? Maybe it is something that could be improved or done differently. How many times have you thought “If I can see it, why can’t they?” If so, then this might be the opportunity you have been seeking.
If you are one of those people who get frustrated by problems that could seemingly easily be put right, have an idea about how things could be improved or would like to have some input but don’t know how, Passengers’ Panel is anxious to hear from you. We are inviting you to send us suggestions. We promise not only to put your ideas to the management of South West Trains but also to ensure that they are properly considered and, hopefully, implemented.
The Panel was set up in 2002 to act as a ”voice” for passengers and, at the same time, a “sounding board” for the company. Members of the Panel have long been convinced that South West Trains will never completely succeed until it is able to see the railway not merely through the eyes of professional railway people but also through the eyes of its passengers, and then act accordingly. That’s why it is so important that to do our job properly we need to hear from you.
Meeting regularly throughout the year, the Panel has raised numerous subjects of passenger concern, from the specific to the general, including:
- Putting forward ideas as to how particular stations could be improved. For instance, as part of a series of station visits we recently started, we did an “audit” of London Waterloo station and made a number of suggestions, such as changed signage and the display of information, that could improve the experience for passengers.
- Helping to write guards’ announcements to make them clearer for passengers.
- Assisting in improving the ticket refund system.
- Improving communications on trains
and stations. Indeed e-motion was devised in large part following the input of the Panel.
- Looking at new trains and seating arrangements.
In addition, South West Trains’ senior managers regularly bring a whole series of subjects to the Panel to consult our views and input. New ways of doing things, changes to existing plans, and new initiatives are all regularly presented to us before being introduced publicly. We have also tried to help on other matters that are often largely outside the control of South West Trains. For example, long before it reached the top of the general agenda, the Panel had a series of meetings with the then chairman of the company about overcrowding. He was generous enough to state later that his discussions with the Panel had much helped him in making his submission to the Department for Transport.
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