A bad week for Chiltern Railways passengers

Chiltern Railways is one of Britain's best railway companies. It regularly tops the tables for punctuality and customer satisfaction. But things went badly wrong this week. 

I enjoyed an uneventful journey back from Birmingham Snow Hill to High Wycombe on Wednesday night. I changed trains at Wycombe, only to find the information boards displaying trains that should have left long before – and claiming they were running on time. My local train to Gerrards Cross never arrived, but I jumped on the first service that did. (It had decanted a train load of unhappy commuters, arriving almost an hour late from Marylebone.) 

After ten minutes, the driver apologised that the train had been cancelled. He told us to make the long trek to the other platform for an imminent arrival (Wycombe is an odd station, because of its valley setting, with two staggered platforms linked by a subway). But this alternative train was not due to stop at Gerrards Cross, and there was no prospect of any train stopping there for almost an hour. Because of this, I asked the Chiltern Railways representative to request a stop there. (The company has shown commendable flexibility to do this in the past, as I blogged here.) The request was turned down. Luckily, the excellent Rely-on taxi firm from Gerrards Cross collected me from Beaconsfield instead. Their drivers had a torrid night, as six trains terminated at Gerrards Cross in succession, causing chaos. 

All the while, there were no announcements. The information boards were showing totally incorrect information. This was a very serious communications failure. 

The chaos was caused by a signal failure at Beaconsfield, I understand. 

I hope Chiltern Railways learn from the experience of this week. The odd thing is that it's not unprecedented: when I was commuting, I remember several times when the line was blocked by lorries hitting bridges and a signal problem at Marylebone. 

PS

Having criticised Chiltern Railways, I should add that my £29 return fare to Birmingham Snow Hill was excellent value. And the company deserves further praise for using Twitter to keep passengers informed, and to contact us when we tweet about problems. As the team wrote to me, "I know! It's not been a very good week at all. Very sorry." It really does pay dividends in building better relationships with customers. I'm sure it's all done on a shoestring, so well done! 

DAB car radio: it’s a Mini misadventure

When I ordered my new Mini last September, I paid £300 extra for a DAB digital car radio. It was an extravagance, but after missing out on the Ashes cricket commentary last summer I decided it was worth the investment. It has proved a frustrating waste of money. 

On the way to work, the Mini’s DAB receiver loses the digital signal most mornings at the M40/M25 junction. And it rarely picks it up again by the time I get to the office in Richmond 23 miles and 45 minutes later. 

I took the car to Sytner Mini in High Wycombe last week for them to solve the problem. I was very unimpressed to be told there’s nothing wrong with the DAB set. Instead, they claimed, the problem was with the DAB signal. 

I said this was ridiculous. I was driving in the heart of south east England, not the Scottish highlands. It defied belief that day after day the BBC was failing to broadcast Radio 4 and Radio 5 Live in DAB. As it to prove the point, the day I visited Sytner, I lost the signal at Brentford and never regained it during my journey home to Buckinghamshire. 

I suspect the Mini’s DAB receiver simply isn’t powerful enough to work properly. I can’t see how this flawed receiver can possibly be regarded as fit for purpose under the Sale of Goods Act. 

It’s hard to imagine how the Government can possibly switch off analogue radio in Britain while digital car radios are so unreliable. 

When media becomes social: John Humphrys on our new world

For a broadcaster with a reputation as a bit of a rottweiller, John Humphrys is the picture of contentment and good humour face to face. Humphrys was speaking today at an event organised by Kaizo PR, and offered his insight into how the rise of social media has changed the nature of news. 

In his view, there have been two dramatic developments over the past fifty years: the death of deference followed by the end of privacy. He described how deference led Britain's newspapers to publish not a word about King Edward VIII's affair with Mrs Simpson – and how the American media similarly kept quiet about JFK's numerous affairs. British television and radio interviewers once asked government ministers what they'd like to talk about. The world changed during the Sixties, but for Humphrys the defining moment was the fall of Richard Nixon. He foretold the president's resignation live on the BBC's first live interview by satellite link. 

I asked him whether the rise of 24 hour news and social media hasn't made us far too angry for our own good. I gave the example of the news this week that children in Britain are far less likely to die violently than thirty years ago – contrary to the impression we get from the media and Tory politicians that Britain is a violent and broken society. How, I asked, could we have a reasoned debate when we're all so worked up? John pointed out that politicians didn't want to have a reasoned debate: they want to get us worked up so they can push their own views and policies. 

All this reminds me of a point the Guardian's media reporter Stephen Brooks made on the paper's media podcast recently. He was commenting on the protest on Twitter about the BBC World Service's debate about Uganda's vote on whether gays should face the death penalty. The World Service had rather foolishly carried a headline on its website asking whether gays should face execution.  But Brook was concerned that the storm of protest was all about the BBC, not the outrageous action by Uganda. 

I mustn't give the impression that social media isn't a good thing. The Guardian's victory against Trafigura's attempt to gag the media last year was a triumph for Twitter. Reading Harold Evans marvellous autobiography, My Paper Chase, I thought Twitter would have helped Evans win the fight for justice for Thalidomide victims in a fraction of the time. 

But back to today. Humphrys expressed sympathy for his friend, and former Today editor, Rod Liddle, whose chances of becoming editor of the Independent have been damaged by a similar Twitter storm about allegedly racist comments on a Millwall fans' forum. He defended his friend, saying Liddle wasn't racist. But the Liddle case shows the dangers of shouting off online. Liddle is famously opinionated, and has made a lot of money as a result. He can hardly complain if his job prospects are endangered because of his outspokenness. 

Disclosure: I was invited to today's event by Kaizo PR.