Opinion – Vulnerable consumers in regulated industries – National Audit Office (NAO) – John Gelmini

Gatwick Airport Monorail.

Gatwick Airport Monorail. (Photo credit: Wikipedia)

Dr Alf is right, regulators in the UK are not the sharpest needle in the pack and are unable to keep up with the machinations of product providers and companies that operate airports, trains and public transport.

Secondly, they are lazy and complacent and in common with much of UK business are not truly familiar with the concept of customer service excellence. The public don’t really understand it either, unless they have lived and worked outside of this country and are not afflicted with the idea that the world owes them a living.

Sadly, and this needs saying a lot more, many people in the UK, particularly certain types of pensioner and single woman who own pets are strangers to shower gel, soap or water, are untidy ,disorganised and feckless. With that sort of attitude, it is hardly surprising that airports, public spaces, public transport, and our airports do not meet the more exacting standards that Dr Alf saw and I used to experience in America.

John Gelmini

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