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Why does sorry seem to be the hardest word?

Why does sorry seem to be the hardest word?

  Alex Warner witnesses a series of customer service own goals on his way to watch a football match in Liverpool, travelling by train, bus and taxi Judging by the endless procession of awards ceremonies and sometimes condescending employee recognition schemes, the old adage “self-praise is no praise” is an anathema concept for the transport...
Let’s make attention to detail the focus of 2014

Let’s make attention to detail the focus of 2014

Worried that your company might get the ‘Travel Test treatment’ in 2014? Here are some of the things that Alex Warner will be looking out for Super Frenchy had it spot-on didn’t he? The iconic former MD of Brighton & Hove, Roger French, recently made good use of his now free time by touring the...
Welcome aboard, Michael O’Leary

Welcome aboard, Michael O’Leary

Alex Warner reflects on Michael O’Leary’s long overdue embrace of the value of customer service For over 20 years, I’ve whored myself around the passenger transport industry, magnetised by job adverts looking for customer service transformational change-experts – no challenge is too big or too small and if you toss me a bob or two,...
Transport’s ‘twitterati’: #WhyDoTheyDoIt?

Transport’s ‘twitterati’: #WhyDoTheyDoIt?

It’s not enough to make the buses and train run on time these days, many managers feel the need to be on Twitter as well, including Alex Warner In my glory years when I had a job in transport, those of us in charge whiled away our working days engrossed in spreadsheets, budget reviews, appraisals,...
First now has a service that eclipses all others

First now has a service that eclipses all others

Alex Warner meets up with former colleague Marc Reddy to take a ride on First’s flagship Eclipse service on the 3.4km Fareham-Gosport busway He’s an old chum of mine is First’s new managing director for Hants, Dorset & Berkshire, but today Marc Reddy’s giving me unnecessary respect as a journo. There’s none of his unprintable...
Why Cleaves believes in getting out and about

Why Cleaves believes in getting out and about

Alex Warner took a ride with with Andrew Cleaves, ‘MD on the move’ at National Express Group’s coach business, and discovered a kindred spirit VISITED: 19th September 2012 SERVICE: Formed in 1972, National Express operates the majority of long distance bus and coach services in Great Britain. Most services are subcontracted to local bus and...
Transport’s twitterati certainly aren’t twits

Transport’s twitterati certainly aren’t twits

Twitter isn’t quirky any more – it’s mainstream. @alexwarner5logged on and looked at how various transport operators are harnessing this tool. I was the first twit to fall foul of my employers on Twitter, long before footballers such as Joey Barton and other miscreants. I was ticked off two years ago for upsetting the folk...