Ongoing unreliability - and how to manage this.
Oct 27, 2024 20:46:05 GMT
class411 and AndrewPSSP like this
Post by Tomcakes on Oct 27, 2024 20:46:05 GMT
After the debacle earlier in the year - when the service was disrupted for a couple of months because the only source of shoegear is some obscure sect of monks with a generations secret design up a mountain living in isolation (well, that's almost how insane the excuses got), there have been further issues this week with severe delays almost every day owing to some issue at London Bridge.
Clearly, things break.
But in both of these examples, the communication has been abysmal. There's no information reassuring the passenger when a normal service will resume; what the issue is; what's being done to rectify it; and why this can't be done sooner. It's simply a lottery of whether you'll get severe, or minor, delays that morning!
It doesn't help that the ability to claim refunds has been disabled for a while now.
A bit of information given can help people plan, especially in an era when some passengers have a flexible work schedule, and remove the frustration that the inadequate service is being tolerated on an ongoing basis. For a while LU went much too far the other way - when we were subjected to the "a good service is in operation" every few minutes - but in the not too distant past, there used to be posters put up at stations to explain major issues, apologise for them, and set out mitigation.
Clearly, things break.
But in both of these examples, the communication has been abysmal. There's no information reassuring the passenger when a normal service will resume; what the issue is; what's being done to rectify it; and why this can't be done sooner. It's simply a lottery of whether you'll get severe, or minor, delays that morning!
It doesn't help that the ability to claim refunds has been disabled for a while now.
A bit of information given can help people plan, especially in an era when some passengers have a flexible work schedule, and remove the frustration that the inadequate service is being tolerated on an ongoing basis. For a while LU went much too far the other way - when we were subjected to the "a good service is in operation" every few minutes - but in the not too distant past, there used to be posters put up at stations to explain major issues, apologise for them, and set out mitigation.
