Commuting to and from London on a daily basis can at times be a tricky and frustrating experience, especially if there are problems on the line. Given a long day of work to contend with, I suspect most commuters, like me, just want the process of getting to and from work to be straightforward and as painless as possible.
I’m a big believer that passengers or customers, call them what you will, should be kept informed. This allows them to better manage their journey and might well help the service all. I was therefore impressed today to come across London Midland’s feature listing how busy peak trains are to and from town. Customers become empowered; they can see at a glance their chance of getting a seat on each service, which, if they’re like me, is a big factor when deciding when the travel.
I really wish this was a feature provided by all train companies, indeed the Underground too. Instead on the whole we gradually and through no end of trial and error try to piece together when works well and which journeys will be hell. However if the companies are collecting this information anyway – and let’s face it they must do to some extent – why not make it available and empower the customers?