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Helping transport organisations design, mobilise and deliver a world-class customer experience.

Experience across Europe, the Middle East, Hong Kong and Australia

About Us

Our Expertise

ViaCerta Transport Consulting supports transport operators, authorities and their delivery partners to design clear customer strategies, mobilise complex customer operations and to embed service excellence into day-to-day delivery.

Drawing on two decades of leadership across the UK’s busiest and most complex public transport networks, ViaCerta brings practical customer and operational insight to support transport organisations to design, mobilise and deliver world-class customer experiences.

Services

Our services focus on six core areas that support transport organisations to design, mobilise and deliver world-class customer experiences.

Customer Strategy and Proposition Design

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Mobilisation and Customer Readiness

We support transport organisations to design clear, compelling customer strategies and translate them into practical operating models.

Our work includes defining customer propositions, developing customer experience strategies and ensuring these are embedded into operational delivery, performance frameworks and organisational culture.

Major transport programmes require disciplined mobilisation and well governed operational readiness activities.

ViaCerta supports organisations preparing for new operations, concession or franchise changes, major operational changes and the launch of new infrastructure. We help develop mobilisation plans, readiness frameworks and operational governance to ensure new services launch successfully and confidently.

Customer Experience During Disruption

How a transport organisation manages disruption often defines the customer experience even more than day-to-day service provision.

We help operators design strategies for both planned and unplanned disruption, ensuring clear customer information, effective operational coordination and consistent service recovery. Our focus is on embedding disruption management into operational planning and frontline delivery.

Bid Development

Strong customer propositions are central to successful transport bids.

ViaCerta provides specialist support to bid teams across customer experience, customer operations and service delivery - helping organisations to articulate a credible, deliverable and differentiated customer proposition.

Service Quality Frameworks

World-class transport organisations are often built upon clear performance frameworks and service quality regimes.

We support the design and implementation of service quality frameworks, performance metrics, mystery shopping regimes and continuous improvement processes that drive measurable customer outcomes.

Regulatory Compliance and Governance

ViaCerta supports organisations to design, mobilise and embed regulatory compliance as a core part of the customer experience.

We help develop and implement robust frameworks across passenger information, accessibility and complaints management - ensuring organisations meet and exceed regulatory expectations while strengthening their customer proposition.

Meet the Founder

ViaCerta Transport Consulting was founded by John Geary, bringing over two decades of leadership experience across major public transport networks and complex operational programmes.

John Geary CMgr FCMI FCIRO

Principal Consultant and Founder

John is a senior public transport leader with more than 20 years’ experience delivering customer-focused operations across some of the UK’s most complex transport networks.

For over a decade, John served as General Manager – Customer Experience for GTS Rail Operations and as Head of Customer Experience for MTR Elizabeth line, where he led the development and delivery of the customer strategy and customer proposition for the operation of Britain’s newest and busiest railway. The Elizabeth line now carries close to one million passengers each day and has achieved sector-leading satisfaction and service quality outcomes.

John played a central role in mobilising the Elizabeth line from start-up through staged opening, shaping and delivering the customer proposition, regulatory frameworks, operational readiness and customer information strategy across each phase of the Staged Opening Plan. During this time, John also co-chaired the MTR Global Customer Experience Centre of Excellence, supporting international best-practice sharing across major metro systems and undertaking placements in Hong Kong, Dubai, Sweden and Australia.

Earlier in his career he held senior operational leadership roles at the Docklands Light Railway, including acting as customer experience and operations lead during the London 2012 Olympic Games, when the network served the Olympic Park and major venues during the busiest period in its history.

John is a Chartered Manager and Fellow of the Chartered Management Institute (CMgr FCMI), and a Fellow of the Chartered Institution of Railway Operators (FCIRO). A postgraduate of York Business School, he is recognised for his leadership across railway operations, governance and customer strategy. He has built a reputation for delivering strategic transformation and operational excellence within complex rail environments.

Through ViaCerta Transport Consulting, John now works with transport organisations to apply this experience to complex challenges - helping clients design clear customer strategies, mobilise effective customer operations and embed excellence across the customer experience.