Frankly, though, the customer experience (I don’t dare suggest we are passengers) is appalling. A single example from a single day:
I made a visit to Amersham to see family on Friday. On the way home, I timed my journey to take a train selected specifically because it was going all the way to Aldgate. No sooner had it departed then the driver announced it would terminate at Harrow on the Hill as there was an issue at Baker Street. We were told we should board the Baker Street train at Harrow and terminate at Baker Street, picking up another train to Aldgate. We duly did so, trooping across the platform to an empty train (of course, that makes more sense than the one we are on continuing its journey). No sooner had that departed then the driver announced it would terminate at Wembley Park. We were advised to cross to the Jubilee Line (fine for those of us who could alter our routes and go south, but what about everyone else?). As we pulled in there was an empty Jubilee Line train waiting on the southbound platform. As soon as the doors open on our terminated Metropolitan Line train, the Jubilee Line train pulled out, before we could board. It left empty.
What kind of Kafka-esque service is this? Or is it run by people who really don’t give a stuff about providing a joined up service to those who pay for it? If that is my story, from a single journey, on a single day, what are the stories like of the tens of millions of other travellers through the year?
For me it was a minor inconvenience. Irritating, but I know my way around London and the Underground. For the old, the infirm, the visitor, this level of service is embarrassing and appalling.
Arbitrary changes of destination mid-journey. Unexplained halts for minutes on end. A lack of air-conditioning on many lines, with travellers becoming ill, hitting emergency buttons and so throwing travel into chaos. Appalling packing of commuters in sweltering conditions. Platform roulette, not knowing which train is leaving first. Bored staff who resent being asked questions about destinations. No help with heavy luggage. Only now a grudging acceptance of running some lines through the night.
In any other business where we are told we are ‘customers’ we wouldn’t stand for it. If we went to the cinema and they made us change screen three times, without explanation, and the third time put us in on a totally different film, part way through, I can’t imagine any of us sitting idly by. We would be – rightly – angry that the film was not what we paid for and not up to scratch and we would seek compensation – often willingly given by cinemas keen to maintain their reputation. Yet when it comes to the tube, we simply take the crap that’s dished out as part and parcel of the package – even though the ticket can cost more than going to the cinema! We buy the tickets in advance of travelling, on the basis that they tell us that we will be able to use certain services at certain times to reach certain destinations. Yet there appears to be no mechanism to hold them to account when it doesn’t work according to the ‘offer’. We are told we are customers, but don’t behave like them – and we aren’t treated like them. Perhaps that is because we know the language is a con and that, deep down, we realise we are still passengers.
Don’t get me wrong. The London Underground is a remarkable feat of engineering. It is still an incredible mover of people. But we shouldn’t let that blind us to its embarrassing deficiencies or make us feel guilty for challenging a level of service which should not be acceptable in a rich, world-leading city like London in the twenty-first century.