The Rail Professional Interview: Charles Horton

Charles Horton, managing director of Southern, the Govia-owned train operating company that replaced Connex, talks to Rail Professional editor Chris Randall about "thinking like a passenger," why it made sense to axe the Gatwick Express, a reinvigorated workforce, and how Southern's promise in 2001 to change public perception of rail travel has been kept. Examined are Horton's achievements since he took control of Southern: most improved train operator for customer satisfaction, best operating performance for six years, robust delivery against its targets, and especially, better staff training leading to significantly higher morale. Southern addresses the problem of overcrowding by using Passenger Load Distribution software to determine people’s weight and how many people are on the train. Horton's management style, such as his advocacy of integrated control centers and his belief in doing so while remaining close to the passengers and communities he serves, is also discussed.

Language

  • English

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Filing Info

  • Accession Number: 01007176
  • Record Type: Publication
  • Files: TRIS
  • Created Date: Nov 9 2005 4:37PM