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User story: all change on the train
It’s a grey, chilly morning the week before Christmas.
I’m walking through the ticket barriers to board the London train at my end-of-the-line station in Norfolk. I’m pressed for time because, once again, I had to help an elderly passenger who …
The scrappy reality of operators’ customer service
I’ll admit I was surprised and disappointed when she took out a tatty ring bound folder – the kind one might have used to hold one’s school notes in the 1980s – and ran her finger down the plastic covering of a printed spreadsheet. “£53 a month fo…