What do you do?
I worked as a Human Resources Manager for a Public Broadcasting Corporation in Germany, specialising in Training & Development and Employee Relations. I also lectured in both FE and HE for 8 years. I'm currently a self-employed HR and Training consultant.
How do you use South West Trains? What train journeys do you make?
I use SWT to commute to work, mainly to London, but also to a variety of locations in Surrey, Berkshire and Hampshire. I depart from either Brookwood or Woking.
Why did you want to join the Panel?
I represent London TravelWatch on SWT’s Passenger Panel.
Are you pleased with the work of the Panel? What do you think are the Panel's biggest achievements?
I’ve only joined in November 2005, so it’s a bit too early for me to comment on the Panel’s biggest achievement. However, my observation of panel members is that they are vocal, stand up for passengers’ views and use any opportunity to question senior staff about service improvements and make valuable contributions. I have heard that the customer magazine e-motion has been developed after a suggestion from the panel, and I think it’s a very good means of communicating with customers.
What do you like least about South West Trains?
South West Trians’ reluctance to play its part in improving interchange facilities. Far too long their only interest was in providing station car parks. Although the organisation is keen to promote travelling outside peak hours to help combat overcrowding, it does not do nearly enough to make stations, in particular smaller ones, accessible throughout the day. In many rural and suburban locations growing demand now exceeds car park capacity, and car parks are often full by 9am. Bus services to rural stations are scarce, not geared towards train timetable, or too infrequent to be used as a reliable interchange facility. South West Trains needs to become far more involved in developing partnerships at county and borough level.
I think South West Trains is far too reluctant in recognising that cycling is seen as a popular mode of transport for a growing number of their customers. While some efforts have been made to re-adjust the original ill-devised blanket ban for bikes on trains, what is needed are far more secure parking facilities at stations. What is currently on offer is no more than a drop in the ocean.
What do you like best?
This is a tricky question, as I actually have three things that I would like to mention…
- SWT’s commitment to using guards on trains. Through my work at London TravelWatch I have come across too many train operators that don’t see this as a priority.
- Employing Travel Safe officers and offering staff the opportunity to become Special Constables to further improve co-operation with the British Transport Police.
- The efforts that have been put into staff training. I am pleasantly surprised how polite and helpful guards have become.