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!