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.
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