STEAM RAILWAYS NEED A PASSENGER WATCHDOG

Train operating companies have systems in place for dealing with passenger complaints. And, if a passenger isn’t satisfied with a response to a complaint, he or she can refer matters to Transport Focus. Most steam railways, perhaps because of the enthusiasm of their volunteer force, handle complaints really well and are eager to learn from their mistakes. However, some larger railways seem to be in danger of falling into the arrogance trap. On two occasions, I have written to the general manager of one of our major preserved railways to raise an issue. My letters have both been ignored. I spent more than £200 at this particular railway in the summer, but I suspect that as the railway has a net worth of millions, it feels it can brush me aside. There should be an independent body to which passengers can appeal. Keith Flinders, Sedgley