From
http://www.telegraph.co.uk/news/ukne...port-boss.html

Travelling by train is s**t where “Gestapo� staff target commuters and
“fine everyone�, the head of London’s transport system has said.

Sir Peter Hendy, Commissioner of Transport for London, said the public
“hates� suburban rail services and singled out South Eastern trains in a
startling attack.
He accused the company of running a service like “the Wild West� that was
“s**t and awful�.
Sir Peter also criticised South West trains and said Network Rail was
“under fire� over its redevelopment of one of London’s main stations.

In a direct attack on some commuter service operators, Sir Peter, who earns
£348,000 a year, said: “On Southeastern the trains are like the Wild West.
“They are s**t, awful. And then every now and then some people who look
like the Gestapo get on and fine everyone they can. It doesn't improve your
day, does it?�

In an interview with Management Today, he added: “People hate the suburban
rail service, they hate it.
“If you make a mistake on your Oyster Card (London’s travel card) on the
Tube, we'll refund it. On South West Trains, they'll fine you. That's a big
philosophical difference.�

He said that Network Rail also faced criticism over its handling of the
refurbishment of London Bridge – one of the capital’s busiest railway
stations – where long delays in the work has infuriated travellers and, at
times, led to the police having to be called.
Sir Peter continued: "I take no pleasure in saying this, but it's under
fire at the moment. The chief exec (Mark Carne) is a nice bloke and he has
this idea about the digital railway and getting the most out of the railway
in the next 30 years – but no one is listening because they can't fix
London Bridge."

A Southeastern spokesman said: "We are really proud of our front line teams
and the work they do every day, helping hundreds of thousands of
passengers. It is disappointing that Peter Hendy's comments do not reflect
their dedication and hard work."

Sir Peter, who describes himself as “London’s best paid bus driver�, was
criticised earlier this year after it emerged he had claimed for wines
costing up to £45 a bottle during meals on expenses.
But he shrugged off the criticism, saying: “Someone went through my
personal expenses. Apparently a £43 bottle of wine is considered very
expensive.�

He is also willing to face the wrath of customers by regularly travelling
around with his name badge on.
“You do get complaints and people do point at the name badge and say:
"Gosh, you're brave to walk about with that on," but we expect the staff to
do it so we should as well,� he said.

Michael Roberts, Director General of the Rail Delivery Group which
represents Network Rail and train operators, said: “People from Network
Rail, train operators and TfL work together daily to keep London moving,
upgrading the network by night and carrying ever more passengers during the
day.
"By investing in track, introducing new trains and improving ticketing, the
industry is committed to providing a better travelling experience for
millions of passengers in and around the capital.�