FixMyTransport one year on: the operators who won’t play ball

Image by Magnus Franklin

Exactly one year ago today, we quietly put live. We’d built it as a place where you could contact transport operators, and receive their responses, in public. But would it work?

That depended, of course, on the transport companies, and how they would rise to the challenge. A year on, we’re in a position to see how things have panned out.

As you will know if you have submitted a message to them, there are a handful of operators who refuse to engage via FixMyTransport, even though this requires less effort for them than holding the conversation in private. Worst offenders include Northern Rail, Scotrail, Arriva Trains Wales and South West Trains.

These operators are starting to look as if they might have some customer service secrets to hide. You can see some of their excuses in our archive of correspondence, and frankly, they aren’t all that persuasive:

Scotrail: “We encourage our customers to contact us directly to help give them the service they expect and deserve.”
South West Trains: “In order to guarantee a full and consistent response to the concerns raised, would you please advise our customer to use one of our established methods of contact.”
Arriva Trains Wales: “Receiving feedback from our customers is important to us, and I am grateful for you taking time to report these issues. However, we would ask any customer wishing to log an issue with us to make direct contact with us, rather than submit it to us via a third party.”

Meanwhile, Northern Rail – perhaps not coincidentally one of our most-contacted operators – has a policy of sending a one-liner to say that comments have been ‘passed on to the relevant teams’. That does not comfort those who submit some of their more upsetting or important complaints.

While we are disappointed by this lack of communication, we still think it’s worthwhile using FixMyTransport to make initial contact with such companies.

Why? Because you gain the benefit of comments, advice and support from other users – and your complaint is in public for everyone to see. Even if the operator doesn’t respond, that has to make a difference. Plus, FixMyTransport users will often suggest next steps, such as contacting pressure groups or passenger watchdogs.

You see, while we may have faced difficulties with some operators, there were no such issues with the general public. You came to the site, and you quickly understood what FixMyTransport was trying to achieve. And you chose to use it in preference to the transport companies’ own channels. Perhaps the operators might like to think about why that is.

But let’s not dwell on the negatives. We have to give kudos to East Midlands Trains, First Capital Connect, First Great Western, London Midland, Southern and Virgin, all of whom stepped up to the mark and had no problems whatsoever replying to you via FixMyTransport. Equally, praise is due to Transport for London who act as the central contact for a variety of operators across the city, and Stagecoach Buses’ many subsidiaries.

These companies, along with many other smaller outfits, have consistently responded to your complaints via the site. As a result they have created a large public archive of their good customer service.

A helpful, friendly community has grown, too, aided by our team of volunteers. Over 3,500 people have sent messages through FixMyTransport, and with monthly visitors to the site now coming in at over 180,000, each of those messages has had an average of 50 readers.

This is our first year of many. We’re certainly here for the long haul, and confident that eventually, even the most reluctant operators will come on board. If they don’t, increasingly, their customers are going to be asking why. The last year has shown that there is a demand for our service, and we see ourselves as part of a wider shift towards holding companies to account in public. Think how often you’ve seen a disgruntled customer tweeting or blogging their experience.

Meanwhile, we hope you’ll keep using the site, and telling others about it. You might even consider telling your local transport operators how FixMyTransport can work for them.

We hope, too, that you’ll carry on telling us what works or doesn’t work, via the feedback button at the top of every FixMyTransport page. We’re still in active development, and every suggestion is discussed and considered.

Thanks for helping make FixMyTransport what it is. Now, have a piece of birthday cake.


Image credit: Magnus Franklin

This post is cross-posted from the FixMyTransport blog.










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