What do you do?
I am a chartered surveyor based in Twickenham.
How do you use South West Trains? What train journeys do you make?
I have commuted daily to central London from the age of 11 until last year. Now based in Twickenham I generally use the SW Trains at evenings and weekends.
Why did you want to join the Panel?
I am a big fan of train travel and it upset me to be unable to stand up for it when talking with committed car users. I wanted to see it at its best and in the end decided that the only way was to do something other than moan!
Are you pleased with the work of the Panel? What do you think are the Panel's biggest achievements?
I think our involvement really helps support the individuals within SWTrains who value customer service. This has had a knock-on effect in every area. Communication, especially during disruption has come on a long way and we have had direct involvement with this as well as leaflets, complaints letters and similar. We do give people a bit of a grilling at times, which I really believe helps get things done.
What do you like least about South West Trains?
As far as my work on the panel goes, having to persevere at times to get a straight answer. As day to day travel goes, trains leaving early and travel during the later part of the evenings are my current gripes.
What do you like best?
The new trains are great but actually the best thing is that I am always pleased to meet and talk to front-line staff. For the most part they seem to become more professional and yet more approachable year on year.