April 08

This was the first meeting of the Panel and c2c's Senior Management Team where the objectives of the Panel were high on the agenda.

Panel Members saw the initiative as an opportunity for working dialogue with c2c on a range of strategic issues affecting customers, with the expectation that this would prompt improvements.

Julian Drury, Managing Director at c2c expected the Panel to be representative of customers as a whole, and as such feed through those issues that were important to the full range of people using the service.

He also offered specific facilities to Panel members, including:

• Contribution to post-incident reviews
• Timetable development discussions, in confidence
• Train Care and Presentation (T-CAP) responses
• Text service to c2c managers to report incidents and irregularities
• Participation on trials on new initiatives, giving feedback to the company
• Regular updates on performance and customer service surveys

It was suggested that for future discussions, two major topics should be discussed in detail, with updates on other developments as required.