| Handling of customer delays - a key to passenger satisfaction Posted by grahame at 05:15, 19th June 2026 |     |
I noted a BBC report yesterday at https://www.bbc.com/news/articles/c36y5ezr0k7o
Transport Focus chief executive Alex Robertson said: "This is the first report of its kind.
"I'm optimistic the railway understands the importance of using it to create a more customer focused culture and we'll be holding them to account to make sure they do."
The chief executive also stated more than nine in 10 people would report a positive experience if a delay was "handled well – a remarkably high figure given their train is late – but this falls to one in four when it isn't".
"I'm optimistic the railway understands the importance of using it to create a more customer focused culture and we'll be holding them to account to make sure they do."
The chief executive also stated more than nine in 10 people would report a positive experience if a delay was "handled well – a remarkably high figure given their train is late – but this falls to one in four when it isn't".
I note he finds it "remarkable" that the figure is so high. I don't - it just confirms the incredible importance of helping customers if their journeys are held up, in addition to the operational matters of getting things running sweetly again.
