We put together the cabinet in 2003 to better understand our customers’ views and needs.
In addition to providing advice and recommendations from a customer perspective, cabinet members have the support and budget for a number of self-generated projects. They are also asked to provide journey feedback as regular users of our network.
This voluntary group is made up of passengers that are chosen to represent a broad cross-section of our users from across our network.
The cabinet is chaired by our passenger services director, Angie Doll.
What we’ve been talking about
In our last South cabinet meeting at the end of January, agenda items included crime and security, with a presentation being made by our crime and security manager, Tony Holland. We also had a discussion with Bradley Hayes, external social media manager, regarding the growing use of social media as a marketing and customer service tool in today’s society. He also presented on Facebook Messenger being available for Gatwick Express customers and the success we’ve seen using this channel.
Cabinet members were then shown a presentation on a new system that allows us to recognise when on-board toilets are out of service, giving us the opportunity to plan ahead and get them serviced and working as soon as possible. Finally we discussed the ‘humps’ that have recently been added to many ‘core’ stations, giving disabled passengers the ability to board and disembark our Class 700 trains without the need for staff assistance.