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Tuesday, 22 October 2013

Maybe CCTV isn't so bad?

I suppose my political leanings might be described as liberal or "left of centre" and lead to a natural scepticism about CCTV surveillance. However, a recent experience has made me less sure.

I went to a dance in London the weekend before last and planned to get home via a National Express coach from Victoria. They messed up and stranded me overnight. After I finally got home and caught up on some sleep, I emailed a detailed complaint to their MD who despatch his Head of Coach Stations to Victoria where she grabbed the CCTV recordings. This not only allowed her to verify my account, she identified more shortcomings. The upshot was that they have suspended some staff pending disciplinary action and are sending me a compensation cheque - enough to have covered a night in a decent London hotel.

It's also pleasing to see a business in transition: The poor performance of the staff at Victoria was not a complete surprise to this occasional bus user but the superb complaint handling makes me think the industry might be getting its act together at last.

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