‘Mystery traveller’ Alex Warner says that critics of Southeastern and its services fail to take into account the complex range of issues the company faces.
He points out that parent company Govia’s team is composed largely of “the same people who made such a success of introducing the new High Speed 1 services in Kent without detriment to the bread and butter ‘classic’ services.
Warner concludes: “Perception is reality when it comes to customer service, and if National Rail Passenger Surveys show dissatisfaction with Southeastern then clearly there is a problem. However, it’s not as simple as just barracking MD David Statham and his team. The problem is far more complex and others should also be feeling the heat right now.”
- We read it in: Passenger Transport Issue 127 (February 5 2016), p22
