Charles Horton, Managing Director of Southeastern, is no doubt patting himself on the back after winning awards. Quite how their incompetence and unpleasantness elsewhere has gone unnoticed bemuses me, especially in light of the recent Department for Transport consultation about the SouthEastern Franchise. No doubt Mr Horton and his PR drones are doing everything they can to try and spin their way to an utterly undeserved renewal of the franchise.
Yesterday the expected snow hit the London area. We knew it was coming yet Southeastern trains capitulated like the Information Commissioner’s Office. Whenever the weather plays up the usual friendly greeting tends to be a shuttered ticket office and no announcements. I wasn’t surprised to see that yesterday morning. Getting home was a nightmare mainly because of the complete lack of coherent information from Southeastern.
When the weather plays up I don’t mind the odd delay. When there’s no information coming from the train operators and a complete lack of customer care that’s when there’s something very wrong going on.
When I eventually got back home I logged on to Twitter and watched the #Southeastern hashtag unfold. I’d been one of the fortunate ones. I e-mailed Caroline Pidgeon, the Vice Chair of the London Assembly Transport Committee. Here’s an extract from that e-mail: