PaulHarding150
Member
Imagine the following scenarios:
- 11am. Theres a fault with a signal, resulting in train delays/cancellations. The fault is fixed and within an hour most services are running to time, within 90 minutes all scheduled services are back to normal is back to normal. Commuters travelling first and last thing dont even know theres been a problem (unless they look at twitter).
- Some kids trespass on the line causing delays for several hours
- Theres flash flooding and line X is closed for 24 hours between stations Y and Z, a rail replacement bus is put on.
- A freight train breaks down blocking a line for several hours, this results in knock on delays for several hours across the local area.
- It snows heavily overnight, several drivers cant get to work some lines are also blocked. The TOC Company operates a skeleton service.
None of those issues are the fault of the TOC, yet it will be them who gets it in the neck from passengers, either through a formal complaint, moaning on Twitter or venting their anger at ground staff.
What should a TOC do in this situation? If incidents like this keep happening, it damages the reputation of the TOC even though events and circumstances are beyond their control.
- 11am. Theres a fault with a signal, resulting in train delays/cancellations. The fault is fixed and within an hour most services are running to time, within 90 minutes all scheduled services are back to normal is back to normal. Commuters travelling first and last thing dont even know theres been a problem (unless they look at twitter).
- Some kids trespass on the line causing delays for several hours
- Theres flash flooding and line X is closed for 24 hours between stations Y and Z, a rail replacement bus is put on.
- A freight train breaks down blocking a line for several hours, this results in knock on delays for several hours across the local area.
- It snows heavily overnight, several drivers cant get to work some lines are also blocked. The TOC Company operates a skeleton service.
None of those issues are the fault of the TOC, yet it will be them who gets it in the neck from passengers, either through a formal complaint, moaning on Twitter or venting their anger at ground staff.
What should a TOC do in this situation? If incidents like this keep happening, it damages the reputation of the TOC even though events and circumstances are beyond their control.