Senior Casework Officer at London TravelWatch - Mags Croucher - steps into the hotseat this time around to discuss her life and career handling passenger complaints and fighting on behalf of those who travel in and around London. Mags runs through her early career and role at London's transport watchdog including how she manages to persuade TfL and the rail operators to provide a better outcome to their complaints despite having no legal powers to do so. She also explains the complex nature of working in the casework team and how despite the challenging cases, the lovely words of thanks she receives from passengers gives her the hope and encouragement to continue to fight on their behalf. It's a cracking listen - we hope you enjoy it!

In episode 3 we chat with Transport for London's Director of Security, Policing and Enforcement Siwan Hayward about all things personal security and what TfL is doing to improve the safety of people travelling on its network. We discuss some of the collaborative campaigns our two organisations have worked on including encouraging active bystander behaviour, London TravelWatch's research into violence against women and girls on transport and efforts to make reporting of sexual harassment and hate crime easier. Siwan discusses TfL's latest efforts to refresh the active bystander campaign and how the newly created taskforce will help drive change through the collective effort of the numerous stakeholders involved.

In this episode, we sit down with Claire Walters, CEO of Bus Users UK - the body representing bus passengers across Great Britain outside of London. Claire walks us through 13 years running Bus Users including what's improved for buses, what's remained static and where, unfortunately, things are going backward. We also hear suggestions of how things can improve (funding's certainly one!) and how operators outside of the capital can learn from London and the TfL model as well as what it can learn from some of the innovations happening across the rest of the country. Finally, we hear Claire's plans for the future following her announcement that she is to retire later in the year and why Bus Users is in the safest possible hands in the future.