Riko Eksteen

Head of Desktop Strategy at Adaptive Financial Consulting Ltd.

[Riko Eksteen @rikoe]

@LeShuttle_Help why is there no travel updates on your website, on X or anywhere else? Big delays and long queues at Folkestone with complete radio silence

[Riko Eksteen @rikoe]

@Se_Railway My conclusion after many years is: they just don’t care. This morning the supposedly 27 min train was 8 mins late, plus filled to the rafters. No one on the platform or train even bothered to explain or apologise.

[Riko Eksteen @rikoe]

@Se_Railway why (1) is there only a Saturday service on a normal working day for many people (2) do I have to pay a peak fare for an off-peak service?

[Riko Eksteen @rikoe]

Can you tell me, if a 12-car train has standing room only with people squeezed in like sardines, how are you “balancing customer demand”?

[Riko Eksteen @rikoe]

There is not a single train to Cannon Street from my station (Sevenoaks), so it is tough luck for people working in the City, and the trains are rammed because there are fewer trains. This is all about maximising your income whole minimising the level of service, isn’t it?

[Riko Eksteen @rikoe]

@Se_Railway Does anyone even care?

[Riko Eksteen @rikoe]

@Se_Railway I have been waiting at Sevenoaks platform for the 9:01 service to London. It’s just “missing” from your app and all the boards. No announcements to say what happened to it. No information about what’s going on or alternatives. This is no way to treat customers.

[Riko Eksteen @rikoe]

@Se_Railway The train I am on now is overcrowded due to all the cancelled trains and because it is the first off-peak train that the peak passengers had to crowd on, but no one has even bothered to make an announcement to explain or apologise.

[Riko Eksteen @rikoe]

@Se_Railway Thank you. I know how delay repay works, due to how frequently I am forced to use it. My question was about the duty of care @Se_Railway has to its customers and why you continue to treat us so poorly.

[Riko Eksteen @rikoe]

@Se_Railway @Se_Railway you need to do better. No explanation was given to passengers on the train for why it was 8 mins late on a 3 min journey. And the platform announcement just confirms my suspicion that you make up random reasons for the constant lateness of your trains.

[Riko Eksteen @rikoe]

@Se_Railway I was just on the 12:02 from Cannon Street to London Bridge. It arrived 8 mins late into London Bridge due to being held outside the station. The platform announcer then lied to passengers, saying the train was late into Cannon Street, even though it departed on time.

[Riko Eksteen @rikoe]

@Se_Railway there are still off-peak passengers joining the peak 9:01 service at Sevenoaks station every day, because they are let through the barriers at 9am and this service is always late. There are never any ticket inspections. It isn’t right that I am paying double of others

[Riko Eksteen @rikoe]

@sewateruk Why was the problem discovered so late, why were customers only notified when it was already occurring, why wasn’t there any backup generators or emergency planning. I bet the shareholders will get lots of dividends and the CEO a big bonus though.

[Riko Eksteen @rikoe]

@sewateruk This is beyond shocking @sewateruk - one of the most populated areas in Kent completely without water, and you throw your hands up in the air. Power failure was yesterday and yet the first we hear of it is a text at 6pm. Leisurely updates, no estimates.

[Riko Eksteen @rikoe]

@Se_Railway I could see the reason why this train was delayed on your app, I am enquiring why this train is never on time, and what you plan to do about people with off-peak tickets boarding a peak time train because it is late all the time. It is not fair towards those who pay peak fares.

[Riko Eksteen @rikoe]

@Se_Railway I get the 9:01 from Sevenoaks every day. It is late almost daily, arriving at 9:07 or 9:08. Off-peak passengers are let through the barriers at 9am and board. There are never ticket inspections on this service, and I have to pay double of other passengers. Not fair.

[Riko Eksteen @rikoe]

@Se_Railway Why does allowances need to be made? That is a whole 14 minutes before 10am. There is another train on the same line arriving at 10:01. It is not right that I have to pay for a peak ticket and people are jumping on my 9:01 train and travelling for half the price I do.

[Riko Eksteen @rikoe]

@Se_Railway why is the 9:12 from Sevenoaks to London classified as off-peak?! It arrives at London Bridge at 9:35 which is a lot earlier than 10am, which is the rule for off-peak.

[Riko Eksteen @rikoe]

@Se_Railway So no recourse for the people crammed on to the train? Why can no one on the train or at the station be bothered to make an announcement or explain what is going on? Do you actually care about passengers?

[Riko Eksteen @rikoe]

@Se_Railway the normal 8-car 8:14 fast service from Sevenoaks is suddenly 4 cars and rammed with people having to stand. Is someone going to say anything about it? I doubt it. I can’t believe I paid £30 for this crap, and of course there is no delay repay either.