London Trip Blog
As part of our familiarity trip, Connor and Jason travelled from our office in Arbroath to London to meet with our client Transport for London and key third-party partner, Serco. Over the course of a packed agenda, they gained first-hand insight into how the Santander Cycle Hire scheme operates and how our role at Journeycall fits into the bigger picture.
It was an exciting milestone – their very first time representing the Company outside the office and getting to finally meet colleagues who we engage with via phone or email in real life. They returned with invaluable feedback, fresh knowledge to apply to our work, and insights to share with the wider team.
Experiencing London and using the service firsthand has given us a deeper appreciation of the customers we support every single day and left us more motivated than ever to deliver the best experience possible.
Here’s a blog from their time away!
Day 1 – Travel to London
Despite all the airport horror stories we’d heard, our very first flight turned out to be… dare we say it? Almost enjoyable. Security was a breeze, boarding was drama-free, and for the most part, everything went exactly as planned. The only hiccups? Food-related, of course.
At the airport, a small glitch in the ordering app left us with a child’s meal instead of the hearty adult portion we were counting on. Then, once on board, Connor discovered the airline’s unique form of character-building: everyone around him received complimentary biscuits and water… except him. His expression said it all – equal parts confusion and betrayal.
Touching down in London, the smooth sailing gave way to a few comedic missteps. Within minutes we managed to send a stranger in the wrong direction and confidently walk off the wrong way ourselves – so much for us being London travel experts! After a couple of course corrections, we finally tracked down our train and made it to the hotel. Bags dropped, hunger reawakened, we set out for a much-needed dinner before calling it an early night, saving our energy for the busy days ahead!
Day 2 – Seeing Cycle Hire in action
After years of talking in endless detail about Santander Cycle Hire, finally seeing it in action was nothing short of surreal. Witnessing it in person felt like tangible proof of the work we’ve been supporting behind the scenes.
While we were on-site chatting with the team, we were unexpectedly approached by members of the public asking us for help. These sporadic interactions offered us a real-time glimpse into the customer experience and shifted our perspective and highlighted just how crucial good customer service is, not only in solving problems but in shaping someone’s entire impression of the scheme. It was a reminder that the work we do ultimately shines through in the small, human details of everyday interactions.
Day 3 – Seeing the Full Cycle
On our last day, we swapped meeting rooms for the morning rush and shadowed one of Serco’s drivers to see how the operation really works during peak hours. Starting out at Waterloo Station – actually three hubs side by side, and some of the busiest in the whole network – we quickly got a taste of just how hectic things can get.
For the next three hours, we joined the driver in the cycle shuffle: collecting bikes from overflowing docking stations and relocating them to spots running low. It was a constant back-and-forth, like playing a giant game of logistical Tetris across the city with the aim of helping smooth out the supply so riders arriving in the middle of the morning chaos wouldn’t be left stranded without a bike.
By the end of the shift, we’d gained a whole new respect for the behind-the-scenes balancing act that keeps the system running. What looks seamless to the everyday user is actually a carefully choreographed effort, one that made us appreciate the service (and the people powering it) even more.
We also carved out some time in the office, which turned out to be a real highlight. It was a chance not just to catch up, but to share ideas, swap insights, and get a sneak peek at some of the exciting changes coming over the next few years.
Even better, our recent work handling operational challenges didn’t go unnoticed. The team recognised and commended our proactive approach, from troubleshooting issues to keeping customer service standards high. It was rewarding to see our efforts make a tangible impact, and even more motivating to know we’re helping shape the way things run behind the scenes.
We met with Terry, Nikii and Courtney from the Transport for London Service Relationship Team. We also met David Eddington and Branislav Cujic from Santander Cycle Hire Operations Team. To get there, we rode the Santander Cycles with Ali to the Palestra office from Hyde Park.
All in all, the trip was a whirlwind of insights, hands-on experiences, and a few unexpected surprises along the way. From the airport mishaps to shadowing the team on the ground, it gave us a fresh perspective on the work behind the scenes – and a real appreciation for the people who keep everything running smoothly and our crucial part in delivering a much loved and used service.
