Customer service

Whilst travelling yesterday, I noticed three of First Great Western’s staff at Cheltenham Spa station helping elderly passengers with their luggage. I’ve not seen this level of service elsewhere for a long time, nor at such a relatively small station.

So why not elsewhere? The platforms at Cheltenham Spa station are not readily accessible to the disabled, so the Disability Discrimination Act and recommendations of the Disabled Persons Transport Advisory Committee mean that First Great Western has to provide the service, by law. Given the poor image that First Great Western has for the quality of its service, ’tis a pity they don’t seem to realise how good an impression it gives, in comparison with the installation of lifts which is, apparently, the preferred way of complying with the regulations.