WHEN so many service providers indulge in excuses and self-justification in the face of criticism it's refreshing to hear First Great Western being honest and objective.
The Swindon-based company could have smugly preened itself over the Strategic Rail Authority's On Track Report which rates it as being above average in ten out of a dozen key issues, including journey times, punctuality, and the frequency of its service. It could have dismissed travellers' continuing complaints as cynical and unreasonable.
But instead it has shown commendable respect for the intelligence and patience of train travellers who say that the improvements do not go far enough.
Its honest acknowledgement that though its performance is improving the figures relating to punctuality and customer satisfaction are still far too low could inspire hopes for a far better service in the future.
People who spend their money on public transport rather than travelling in private cars have a right to expect that the service provided by FGW will be excellent not merely average.
We believe that the company's new frank approach towards its passengers is a reason for optimism about the future of rail travel in this region.
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