...continued
In all of this, we are fortunate in that the company takes the Panel seriously and that many of our ideas have been incorporated. But, if we are to do all of this effectively and really add value, it is essential that we make sure that at all times we truly reflect the concerns and aspirations of passengers in general. That is exactly why we are asking now for your specific input.
In doing this, however, we are not seeking to hear about individual complaints about service nor about incidents on a particular journey. The reason is not that we do not agree that from time-to-time there is good reason to complain but simply because the Panel does not aim to deal, ombudsman-style, with individual complaints. It is not our role. South West Trains’ Customer Services Centre is there to do that. If, after contacting them, you feel you have not had a satisfactory reply, you can then appeal to London TravelWatch or Passenger Focus, both government statutory bodies set up specifically to deal with such cases.
Nor for this particular exercise are we talking about issues such as overcrowding in general or high fares. The Panel continuously voices concerns about these matters and will carry on doing so, but neither are, unfortunately, likely to improve much without changes in government policy.
The sort of matters we are looking to hear about, however, are those that would be of benefit to passengers as a whole. Things that you see so often and think to yourself: “Surely that could be done better”. For example, arrangements on stations that don’t work and could be improved, such as signage, posters and lighting. Perhaps the kind of information you need and the way it is conveyed. Or you might have an idea about how your journey in general might be enhanced.
We on the Panel promise to carefully consider all the ideas you submit. We will then ask management at South West Trains for their comments and, hopefully, their agreement that these ideas can be put into practice. Where your suggestions seem good to us but the company feels they cannot be implemented, we will seek face-to-face meetings. There may be very good reasons why certain things cannot be done—but where we feel the company is wrong in not taking them further, we will press for their introduction. We don’t know whether this initiative will work or not—but one thing is certain, it will only work if you help us do it.
Please help us—send your ideas to:
The Passengers’ Panel
Friars Bridge Court
41-45 Blackfriars Road
London SE1 8NZ
or email: ideas@swtrains.co.uk
Passengers’ Panel does not aim to deal ombudsman-style with individual complaints—South West Trains’ Customer Services Centre is there to do that. If you feel you have not had a satisfactory reply from them, you can appeal to Passenger Focus (08453 022 022; passengerfocus.org.uk) or London TravelWatch (020 7505 9000; londontravelwatch.org.uk).
page 2