View from the top: mind the gap please
As a regular London underground commuter I am frequently reminded of the gap in expectations that yawns between me as a paying customer and the so-called service delivery provided by the management of our capital's public transport infrastructure.
The thing about the London underground is that, in theory, it has the potential to whisk me into the heart of London EC3, seamlessly depositing me minutes away from the office. The reality, however
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