Sang Oasis more than a few years ago. Well I could well ask What's the story FGW?
Tonight when I arrived at Paddington there were a plethora of delayed trains, and when I asked this was due to a faulty train in the Reading area. Once I boarded the 1833 Exeter service so I would at least get to Reading the defective train reason remained. However once I get to Reading the delays are all due to inclement weather conditions.
What you and I would actually describe as a normal rainy Autumnal day. It's hardly Hurricane Sandy out there (says I sheltering in the footbridge rather than standing in the shelter free Platform 10 for 30 mins.) it's not even heavy rain, just your average rainy day. What's so astonishingly inclement about that? And where has the defective train gone? Did it ever exist? Will I ever get an accurate answer from FGW?
I do actually know the answer, it's just FGW are not going to say "We apologise for the delays to your services this evening, this is due to the fact we are not renewing the franchise and couldn't give a flying fig about you lot, just keep buying the tickets as we are happy to fleece you whilst not delivering a decent service." Actually the apologies all seem a bit hollow. They really don't care. Good job the government are reviewing the North Western Mainline services decision as First Group would only balls that up too.
Cynical, maybe....accurate.....probably.
Wednesday, 31 October 2012
Tuesday, 30 October 2012
What's another letter among friends
Tonight's service was so bad I ended up writing another letter to Mark Hopwood, albeit a shorter one, which was entitled 'Icing on the cake.' It was short and sweet, and said all that was required...#FGWarerubbish
Dear Mark,
Further to my update it is now 2204, and the 2158 Oxford service has moved about 150 yards from Reading station and stopped. There really can be no valid excuse for this lamentable service, and there has been no communication from the driver. 2205 now.
Poor, very poor
I surprised myself that I didn't sink to profanity given how furious I was. I'm not sure what sort of response I'll get, but will let you know.
Goodnight, and safe travelling.
Hello, is it me your looking for....
...Mr Hopwood, MD of FGW? No....didn't think so.
Another sterling effort in setting new levels of incompetence tonight. Thought I'd drop my mate Mark another line. Ended up sending him 2 letters, must be a record, as his organisation has wasted so much of my time tonight. Here's the first. I think he may realise that I'm more than a tad miffed. However my wee notes of rebellion will never waste as much of his time as his organisation wastes of mine, they are however highly cathartic. And don't forget to use #FGWarerubbish on Twitter if you have a bad experience....imagine if that started trending, someone may actually have to pay some attention.
Anyway here's the first letter;
Another sterling effort in setting new levels of incompetence tonight. Thought I'd drop my mate Mark another line. Ended up sending him 2 letters, must be a record, as his organisation has wasted so much of my time tonight. Here's the first. I think he may realise that I'm more than a tad miffed. However my wee notes of rebellion will never waste as much of his time as his organisation wastes of mine, they are however highly cathartic. And don't forget to use #FGWarerubbish on Twitter if you have a bad experience....imagine if that started trending, someone may actually have to pay some attention.
Anyway here's the first letter;
Dear Mark,
Tonight your service has hit a new low. The delays caused by an incident at Ealing Broadway I can understand. However as a now rather weary traveller at the end of a long day who finally left Paddington on the 2027 service to Radley, I and my fellow passengers are more than a tad frustrated to pull into Reading, think we are only a few stops from home (a family I spoke to who were also travelling to Cholsey were relieved they only had 20 mins to go as their young daughters were obviously ready for bed) when the driver, without warning nor explanation said "I'm very sorry ladies and gentleman but I've just been told this service has been cancelled. If you leave the train please listen for platform announcements advising you on how to make your onward journey."
I, and the family did - and the garbled announcement may as well have been made in Serbo-Croat!
I asked one of the platform staff what the alternatives were, given it was 21.24 and I was due to be home by 21.41. I was even more over-joyed to discover that my alternatives were to hang around on a rather chilly platform 10 and wait for the 2157 local stopping service. Also no one could give me a reason for cancelling the train, not that that would change things, may have helped me be a bit more understanding.
I went to the info desk in the main foyer to double check and see if there was an alternative to hanging around wasting yet more of my precious time thanks to FGW, but there was no one there, apart from a queue of 10-12 customers hoping to get advice.
I work in retail, and if we treat our customers as poorly as your company routinely does we have to give them a refund, and some compensation. However, I know from previous correspondence that's not how your company works.(I do remain slightly grateful for the train tickets to Cornwall, however things really aren't getting better, and memories of that trip and the goodwill it made me have towards FGW are fading fast.)
It really isn't good enough, especially given the price we regular commuters pay to 'enjoy' your service. I look forward to hearing how you are seeking to resolve the service issues, as more rolling stock etc isn't really working. I also look forward to hearing how you will attempt to restore my previous good will, as I am finding it a challenge to be constructive.
Friday, 26 October 2012
When you go will you send back a letter...
From America sang the Reid twins, aka the Proclaimers many years ago. Well tonight on my train I've written a letter, not from America, but from an overcrowded commuter train to the MD of FGW.
I will share it with you shortly, however before I do want to suggest a nice wee wheeze. I've been putting Twitter posts about poor experiences ending in #FGWarerubbish . If you tweet why not do the same whenever you have a bad experience too.
Anyway here is my letter to Mark, the MD. Feel free to give me feedback on it.
Dear Mark,
I am sorry to disturb you again, however tonight's journey home is one of those tipping point moments.
As before I will try and be constructive. Having had 5 carriages on the Paddington to Oxford/Banbury route has been excellent. Trains have been crowded, however not overly so, with people choosing to stand for a quick exit even with the odd seat available. Well done for that.
Imagine therefore my delight, and that of many fellow passengers, this evening when having stood in a spot that would get me (and them) on the fifth (or fourth carriage for some of them) the train only had 3 carriages.
Oh joy I thought as we moved along the carriage and crammed into the almost overflowing carriage.
Oh dear I thought when a larger gentleman than I lost his footing as the brakes were applied at Southall, fell into me (a mere 17 and a bit stone prop forward) and as I tried to prevent him falling to the ground and causing himself and others an injury (which I did,) I planted my size 11 foot on that of the young lady behind me. I duly apologised, and it's fortunate I was able to support the gentleman in question. I would suggest checking CCTV to view this incident, however the overcrowding means you'll miss it.
Why on earth has the service gone back to 3 carriages, especially on a Friday night when more people are leaving London and heading home than any other night. If it's a one off there was nothing to tell us this. Please don't treat us like mushrooms, keep us informed, it does help.
This comes on the back of more than 3 weeks where at least one service (to or from London/Ealing Broadway) I've had the misfortune to use has been delayed, and more normally both.
When we last corresponded things did seem to have been improving, however from my point of view they have deteriorated, and are even worse than they have ever been.
I was even greeted almost cheerfully by on delayed trains Train Manager with the following words, "I know, I know we are dire aren't we. And it's not getting any better is it." Very honest of him, but given the way he delivered not necessarily what I needed to hear as I was thinking how to apologise to two board members as to why I couldn't be on time to a meeting (I'm not sure what your tolerance to delayed meetings is, however most senior execs I've worked with are generally a tad disgruntled.)
And when things do go wrong, particularly at Reading it really does seem that the team there are incapable of basic organisational skills (I always think of that well known phrase involving a party at a brewery.) Last night we were delayed to 2 broken down trains, apparently, and when we eventually got to the station I made my way to platform 10 to catch the 1918 home. Then, as seems to always be the case, there was a last minute platform change so a dash up the stairs and over the bridge to platform 9, where further chaos ensued as this is the service that splits, with the front 3 carriages (despite the notice boards saying its the front 2 only every singe time) going to Oxford, and the back 3 becoming the 1921 to Bedwyn. This wasn't particularly clear, so we had to sit a while until things got sorted. We then pulled out only to stop about 150 yards from the platform (another frequent occurrence, as is the halt outside Reading for no apparent reason, we had another 3 minute one of those tonight.)
I find all of this very frustrating, and all these delays waste the one resource I cannot get back. Time. Time making the right impression on senior leaders in my business, time with the people I support in the business I work with, time training for my next match, time with friends, and most importantly time with my 2 young sons and wonderful wife.
You cannot give me back this precious time, however I would be interested in knowing how you will try to prevent it being wasted in future, and how you may like to make up for it in some way to my family. I have not been home in time to put my boys to bed for over 3 weeks, despite leaving work at a time I should be in a position to do so on the vast majority of evenings. This just isn't good enough, and I'm actually looking forward to some upcoming minor knee surgery as it means I will not have to use your service for a week.
Oh and one final gripe, what the point of power points for phones and laptops on trains that don't work? This is the 21st century.
Now as I say, I always try and be constructive, and I do want to finish on a positive. The works at Reading station are beginning to take shape and I'm sure it will look magnificent.
I will share it with you shortly, however before I do want to suggest a nice wee wheeze. I've been putting Twitter posts about poor experiences ending in #FGWarerubbish . If you tweet why not do the same whenever you have a bad experience too.
Anyway here is my letter to Mark, the MD. Feel free to give me feedback on it.
Dear Mark,
I am sorry to disturb you again, however tonight's journey home is one of those tipping point moments.
As before I will try and be constructive. Having had 5 carriages on the Paddington to Oxford/Banbury route has been excellent. Trains have been crowded, however not overly so, with people choosing to stand for a quick exit even with the odd seat available. Well done for that.
Imagine therefore my delight, and that of many fellow passengers, this evening when having stood in a spot that would get me (and them) on the fifth (or fourth carriage for some of them) the train only had 3 carriages.
Oh joy I thought as we moved along the carriage and crammed into the almost overflowing carriage.
Oh dear I thought when a larger gentleman than I lost his footing as the brakes were applied at Southall, fell into me (a mere 17 and a bit stone prop forward) and as I tried to prevent him falling to the ground and causing himself and others an injury (which I did,) I planted my size 11 foot on that of the young lady behind me. I duly apologised, and it's fortunate I was able to support the gentleman in question. I would suggest checking CCTV to view this incident, however the overcrowding means you'll miss it.
Why on earth has the service gone back to 3 carriages, especially on a Friday night when more people are leaving London and heading home than any other night. If it's a one off there was nothing to tell us this. Please don't treat us like mushrooms, keep us informed, it does help.
This comes on the back of more than 3 weeks where at least one service (to or from London/Ealing Broadway) I've had the misfortune to use has been delayed, and more normally both.
When we last corresponded things did seem to have been improving, however from my point of view they have deteriorated, and are even worse than they have ever been.
I was even greeted almost cheerfully by on delayed trains Train Manager with the following words, "I know, I know we are dire aren't we. And it's not getting any better is it." Very honest of him, but given the way he delivered not necessarily what I needed to hear as I was thinking how to apologise to two board members as to why I couldn't be on time to a meeting (I'm not sure what your tolerance to delayed meetings is, however most senior execs I've worked with are generally a tad disgruntled.)
And when things do go wrong, particularly at Reading it really does seem that the team there are incapable of basic organisational skills (I always think of that well known phrase involving a party at a brewery.) Last night we were delayed to 2 broken down trains, apparently, and when we eventually got to the station I made my way to platform 10 to catch the 1918 home. Then, as seems to always be the case, there was a last minute platform change so a dash up the stairs and over the bridge to platform 9, where further chaos ensued as this is the service that splits, with the front 3 carriages (despite the notice boards saying its the front 2 only every singe time) going to Oxford, and the back 3 becoming the 1921 to Bedwyn. This wasn't particularly clear, so we had to sit a while until things got sorted. We then pulled out only to stop about 150 yards from the platform (another frequent occurrence, as is the halt outside Reading for no apparent reason, we had another 3 minute one of those tonight.)
I find all of this very frustrating, and all these delays waste the one resource I cannot get back. Time. Time making the right impression on senior leaders in my business, time with the people I support in the business I work with, time training for my next match, time with friends, and most importantly time with my 2 young sons and wonderful wife.
You cannot give me back this precious time, however I would be interested in knowing how you will try to prevent it being wasted in future, and how you may like to make up for it in some way to my family. I have not been home in time to put my boys to bed for over 3 weeks, despite leaving work at a time I should be in a position to do so on the vast majority of evenings. This just isn't good enough, and I'm actually looking forward to some upcoming minor knee surgery as it means I will not have to use your service for a week.
Oh and one final gripe, what the point of power points for phones and laptops on trains that don't work? This is the 21st century.
Now as I say, I always try and be constructive, and I do want to finish on a positive. The works at Reading station are beginning to take shape and I'm sure it will look magnificent.
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