South East Trains readies for crises

South Eastern Trains has called in Regester Larkin (RL) to provide crisis and issues management support in the event of a terrorist attack or train crash.

The move comes as South Eastern Trains head of corporate affairs Nina Arnott expands the corporate comms department. It is to recruit an eight-strong team to handle customer complaints and relations with local communities.

'The rail industry does not have a good reputation for providing good customer service,' said Arnott. 'Should we ever have a crash or a serious incident, we want to say and do the right thing by our customers and their families - not just concentrate on getting trains back up and running.'

RL will focus on preparing the firm to communicate during a crisis and to work with emergency services.

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