FirstGroup is investing in drivers on its severely disrupted cross-London First Capital Connect rail service . FCC's reliance on drivers working overtime is a legacy of old British Rail practices. When First's finance director boasted about "driver efficiencies" on November 4 (when "driver shortages" were already making FCC a laughing stock), he was referring to the whole group. When Sir Moir Lockhead, chief executive, applauded his team for "really getting down to delivering a cost change", he meant cuts to overheads and management, not frontline staff.
Wrong kind of snow. Leaves on the line. The disconnect between FirstGroup, pick of the listed UK transport sector, and FCC, manifestly failing customers on one of the busiest commuter services in the country, is stark. FCC has relied on the goodwill of drivers. That goodwill has now been withdrawn. Management and unions will argue whether that action is justified. But what's not in doubt is that while that argument rages, the goodwill of passengers - including this one - is being squandered.
