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Case 213 - During a 2 hour train delay the train manager could not answer passenger questions

Issue

A train was delayed by 2 hours and 10 minutes, leaving customers to arrive at Kings Cross after the last tube. The train manager stated when she delivered the news of the train delay that she could not answer questions in the train because she could not leave her on-train office because of health and safety reasons.

Panel decision

Although it is possible that there were valid operational reasons for the train manager to stay in the on-train office in these circumstances, it is certainly not a health and safety matter. We have consulted other regulators and the panel have concluded that this is a case of poor customer service covered up with the excuse of health and safety.

2013-09-27