written by on 31/01/2011
Monday, 31st January, 2011
At 06.15 this morning I was furious to find a very polite representative but uninformed member of Chiltern Railways advising all passengers that there are no trains into Marylebone for at least an hour. This was a direct result of the Engineering works carried out over the weekend. These were scheduled for completion by 05.30 - only trouble was the project manager and engineering team had allowed Zero time for chaos and unplanned events or events taking longer than anticipated. Result - several hundred people inconvenienced, in the freezing cold. There were no arrangements to provide a bus to take passengers into London Marylebone and no one knew at what time the first train into London would arrive. This is not the first instance where Chiltern Railways treat their customers will little or no regard. It is very important for the powers that be at Chiltern HQ to ensure investors are given a good return on their investment. When are these decision makers going to learn that they need to provide a travel experience which matches the statistics they use to demonstrate they are leaders in this field. My experience is that when there are problems on the Chiltern Railway line, communication and common sense is non-existent.