I always think the scale of the apology should be in direct proportion to the size of the delay. If its a five-minute delay, I dont need to be apologised to after every station. Look, its five minutes. I can live with that. Dont keep saying sorry. If its 45 minutes, however, I expect more personal touch. Free biscuits. Something in writing. Something a little more heartfelt. Not quite hari-kiri, but at the least for the guard to come into every carriage, look us in the eyes and say it like they mean it.
Posted on: Wed, 03 Sep 2014 10:38:04 +0000