TfL Boss Slams South West Trains Service

Peter Hendy says there's a 'philosophical difference' between TfL and train services

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Peter Hendy

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TfL boss Sir Peter Hendy has criticised South West Trains for the way it treats commuters holding Oyster cards when things go wrong.

In a recent interview with Management Today TfL boss, Sir Peter Hendy said that he believed that TfL treat London's commuters people better than the train companies. Commuters are "not simply a source of revenue" to TfL, unlike the attitude of companies like South West Trains, he said.

"People hate the suburban rail service, they hate it. If you make a mistake on your Oyster Card on the Tube, we'll refund it. On South West Trains, they'll fine you. That's a big philosophical difference.'

South West Trains operate the service on the Hounslow Loop from Waterloo, which is used by commuters in Chiswick on a daily basis. In the past week there has been considerable disruption to local commuters with problems at Clapham Junction delaying services by several hours.

In the interview Sir Peter referred to the difference in approach between TfL and SWT when there is a ticketing problem for the Oyster card holder.

He believes that the difference in approach is mainly due to the role of the Mayor of London,"it's having a mayor whose fate is determined largely by how well or otherwise the electorate think the city is working."

Earlier this week Sir Peter apologised for using a four letter word to describe the service on another train company, South East Trains.

South West Trains said; " We take a firm but fair approach to ensure customers travel with the correct ticket. Sir Peter has written to apologise for his comments and we consider the matter closed. "

May 1, 2015

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