Heron Island, Great Barrier Reef, Australia

Tuesday, 2 October 2007

Not even bronze

I have to hand it to TfL, they replied within 48 hours to my email about station announcements, along the same lines as my rant here.

However, despite my asking for a reply that didn't just seek to soothe my irritation, but actually answered the point I made, they went for the standard "customer management" response:

Thanks for your recent feedback for about the use of PA messages at Canary Wharf station on 18 September.

We've been reviewing the type and frequency of messages that are broadcast at our stations and have developed a new set of guidelines for staff when making announcements. These guidelines will be disseminated to front line staff over the next few weeks and should result in a reduction in the frequency of announcements.

The changes are focused on giving customers the information they are most interested in - factors affecting their journey - without overloading them with information. Service information - to tell customers if there is a good service, delays or a suspension - will still be the most frequent type of message, but will in most cases be no more than once every five minutes.

Non-service announcements will also be reduced in frequency, with announcements from each category to be made no more than once an hour. The categories are:
* Housekeeping (no smoking, no photography etc)
* Marketing (Oyster pay as you go )
* Safety & security (CCTV, personal belongings etc).

We have also emphasized that consideration should be given to residents and note that these guidelines are not to override any local agreements with residents, for example the quiet period at Earl's Court.

While there may be times when more frequent announcements become necessary for safety reasons, these new guidelines should ensure that customers get the information they need while reducing any impact on residents.

I hope you notice a positive difference to our announcements in due course.

Do get in touch if I can be of any further help.

Well, I did get in touch. Two weeks ago - and not a dicky-bird in reply to my basic point: that using the PA too often switches people off and they don't listen. Only use it when something out of the ordinary is happening, and they will - unless LUL has evidence to the contrary, but this reply rather suggests no-one's collected any.

I've often thought there ought to be a Society for Halting Unnecessary Transport Undertaking Pronouncements (geddit?), but I don't really have the energy to do more than whinge, like most commuters. Until now. I'm really thinking about it.

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