When it comes to the manage-ment of transport policy few people, if asked, would describe their relationship to the Government as one of the 'paying customer'. Even when prompted to consider the concept, only one in four in a recent survey could say that they felt treated as a customer. The reality, according to in-depth research carried out by the AA, is that motorists consider themselves victims. Which is why a series of reports from the AA, the first launched in late December is under the banner From Victims to Customers. The first report is 'Making the way we pay for motoring make sense'. John Dawson is Director of The AA Motoring Trust. He admits that the report throws down the gauntlet to the transport planners. According to the survey motorists describe the planners as revenue driven, remote, London-based, don't listen, don't understand their lives and, crucially, who don't suffer from what they do to others. John Dawson says that in any other industry such a complete breakdown between the supplier and their customers would be a catastrophe.
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