I started by asking what he saw as his area of responsibility. His answer was: 'if you take away the driver, then everything else on board a service is mine'. Clearly, he works closely with Thomas Ableman and Jenny Payne is delivering the Mainline experience but equally clearly he takes responsibility for how a Mainline train is seen by its passengers.
When asked what he thinks a passenger's 'on-board' priorities are, he listed:
- Trains running to time
- Seats available
- Cleanliness
He believes that Chiltern Mainline will deliver for passengers through the December 2012 timetable so intends to build upon this success by 'adding value' to the passenger experience, in particular by harnessing the enthusiasm and dedication of the Chiltern train managers and catering staff to go that extra mile for the passenger.
Innovations such as the plated meal service on the Silver Sets Service are taking time to bed in but he hopes that Chiltern will get the day time and evening peak catering offering right in 2013. As ever, feedback from the customer is key and Alan intends to make himself very visible on Chiltern services.
He is a keen supporter of the Business Zone concept but accepts that it is still not hitting the mark from London in the morning and in both directions off-peak. Changes are in the offing but some may have to wait for the fourth set to come into service. In particular, the timing of the first Silver Set journey north is proving difficult to shift....
Alan is always open to emails from Chiltern customers / passengers. He can be contacted on alan.riley@chilternrailways.co.uk
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| Alan Riley, Head of On-Board Services, Chiltern Railways |
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