22 September 2025
Last September, London TravelWatch welcomed three new members to our board – Rick Hebditch, Eddie Lynch and Lara Sonola. A year on, we asked them about why they wanted to be a part of London TravelWatch and their experiences so far…
Why were you interested in being part of the London TravelWatch board?
Rick: I’ve had a keen interest in London’s transport, partly as a user but also from my career working on how transport affects the environment, including the impacts on our health and wellbeing. I’ve also long been interested in London’s history and how transport has shaped how the city has developed, for good and sometimes for ill. So getting transport right really matters.
Lara: As a lifelong Londoner, public transport has been my primary mode of travel for as long as I can remember. Living in south west London I’m used to hopping on and off buses (long before the hopper fare existed), finding the best routes during rush hour and how to get home after a night out.
When I saw that London TravelWatch was recruiting for new board members, I was immediately intrigued. The chance to delve into the inner workings of London’s transport system, understand its challenges, and advocate for the traveling public felt like a natural fit. The more I read, the more I felt I could contribute, utilising my background in research, policy, charity governance and more recently social housing.
Eddie: Last year I stepped back from full-time employment to take life a little easier and explore the world of Non-Executive Directors. London Travelwatch was recruiting new Board members and I decided to apply. Transitioning from day to day management of an organisation to roles focused on independent oversight and scrutiny required a leap of faith but I was up for the challenge.
I was previously Chief Executive of a third sector organisation and, although transport wasn’t my background, I had acquired a lot of first-hand knowledge about the barriers people face when accessing transport. Transport is a fundamental part of daily life and an efficient, affordable and accessible transport system is essential for everyone. Getting involved in London TravelWatch was a chance to make a difference.
What have been the highlights and most interesting elements so far?
Rick: As a board member I’ve been really impressed by how London TravelWatch has a close and effective working relationship with Transport for London (TfL) and train companies but still able to make sure this doesn’t compromise its independence. This includes being willing to say things that are sometimes uncomfortable for those in the transport organisations we cover.
Lara: Since joining a year ago, it’s been everything I hoped for and more. One of the most interesting experiences during my first year has been our work on digital exclusion which resulted in the report Logged Out. During the research phase, I had the opportunity to briefly participate in the fieldwork. I was allocated a couple of journeys where I planned the route without using the internet or apps and then undertook the journey checking out how accessible it was, and what information was available at bus stops and stations.
it was a humbling exercise that highlighted to me how challenging it was to plan a journey without access to a phone with real-time information; as well as the variability of information available at bus stops, barriers to accessibility such as lack of step free access and using ticket machines to try and work out the best value fare rather than contactless or oyster. The broader findings echoed some of my experiences, with the research indicating that paper tickets were sometimes more expensive and the importance of being able to speak to someone who could help.
Rick: I think the most rewarding thing I’ve been involved with is the work on digital exclusion. Our formal name is the London Transport Users’ Committee and I try to bring my experience as a user to our work. But helping with the digital exclusion work meant leaving behind my own user experience and seeing what transport is like if you don’t have access to a smartphone and all the knowledge you have from access to online information.
Eddie: The first year has been a busy and varied one which saw us responding to consultations including the government’s Rail Reform proposals and the pedestrianisation of Oxford Street. Reports and campaigns have covered difficulties passengers face using buses, overcrowding at Euston Station and research on the impact of digital exclusion on some transport users. One of the highlights was a visit to the TfL Control Centre which provided a fascinating insight into how TfL monitors the capital’s transport networks 24/7 to quickly respond to unplanned daily incidences and help keep London moving. At meetings we have enjoyed an interesting mix of speakers which included a Q&A with the Commissioner of TfL, Andy Lord. This provided an opportunity to raise not only strategic issues, but specific transport issues on behalf of the travelling public, directly with London’s most senior transport official.
What would you like to see happen in the next 12 months?
Rick: As we head towards 2026, I hope that London TravelWatch’s work on buses really comes to fruition and we see improvements. A lot has gone right for buses in the 30 years I’ve lived in London but I’m worried that it’s not a priority enough for TfL and London boroughs. It really matters to so many Londoners.
Lara: Over the next 12 months, I’m looking forward to seeing progress to improve step free access as part of the Access for All programme, how TfL responds to the recommendations from our bus report, The Next Stop, and the impact that the new Piccadilly line trains, due to be introduced next autumn, have on service quality and customer experience.
Beyond infrastructure improvements, I’m keen to strengthen our communication as a organisation with the travelling public. Our recently launched podcast and growing digital community are powerful tools for sharing insights and hearing directly from the public, and I’d like to know from you what you’d like to see from us in the future, please do reach out if you have suggestions.
So far, joining the London TravelWatch has been a very rewarding experience, from meeting and working alongside an incredibly knowledgeable board, getting to know our fantastic staff and going out on site visits, all while using my experience, background, and personal passion for public transport. I’m committed to ensuring that London’s transport system meets the needs of all its users, now and in the future.
Eddie: And on to the next twelve months. London’s transport has much to celebrate. We have one of the most iconic transport networks in the world, the oldest underground tube system, the fantastic new Elizabeth Line, an improved cycling infrastructure, I could go on. But, having personally experienced transport systems across six continents I know London has a lot to improve on and can learn so much from other countries. Today the daily traveller has many difficulties and issues causing frustrations for Londoners and the capital’s visitors. These include lack of real time information, delayed trains, insufficient step free access, out of service lifts, inadequate toilet facilities, cluttered streets and a complex ticket buying system offering a myriad of options and prices. There is much to do and if you would like to find out more and join us please do sign up for our newsletter.
