https://www.theguardian.com/uk-news/2019/feb/06/rail-tsar-says-stop-taking-customers-for-granted starts by saying
I wonder if he is going to say that putting party dogma (e.g. minimising the number of operating staff, extension of DOO) into franchise requirements through the DfT is a silly idea?Keith Williams criticises micromanaging by government as one of the failings driving passengers away
Britain’s rail industry will “drive passengers away” if it continues to operate as it does now, according to the man leading the government-commissioned review into the working of the railways.
Keith Williams, the former British Airways chief executive, also suggested that the government had compounded problems by “micromanaging the industry” through ever more specific rail franchises.
Speaking midway through a public consultation in his year-long review on the railways, Williams said he believed the industry needed “to reorientate towards the customer”, adding that it had taken the growth in passengers for granted.