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.