Over the past week the snow has been causing all sorts of problems which is hardly surprising since we have had 15 inches of it in Sevenoaks. With that amount of snow I think people expect roads to be blocked and train services to be cancelled. The situation has been that no trains have been running out of Sevenoaks at all for nearly four days with the service just starting to get back to normal.
South Eastern who run the line have been getting a very bad press as a result. The main problem, however, seems to be the fact that they have not given their customers any information. Rather than tell people there have been no trains running their website and the National Rail website were for most of the time showing all services as running normally. This resulted in frustrated commuters turning up at the station expecting a train service when there was none. In fact the only reliable information available has come from Twitter where customers have been venting their frustration.
The one TV interview with South Eastern’s Sarah Boundy failed to address the problems. She highlighted the fact that South Eastern have a new website that was able to cope with the increased traffic. Unfortunately she missed the point that a new website is not very useful if it doesn’t contain up to date information. It took South Eastern two days to change the site to indicate which routes were running by which time customers had already stopped trusting the information given. All in all this has been a complete disaster for South Eastern. It will be interesting to see if they learn from the experience.
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