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.
Friday, 26 October 2012
Thursday, 27 September 2012
If Carlsberg did railway lines....
...the wouldn't do First Great Western.
I've now decided not to write about elated journeys, as I'd be doing that every day and it gets dull. I will however post when moments of gross ineptitude rear their heads.
So for tonight's tail. Having arrived at Paddington at 1847, just missing the fast Swansea service via Reading I quickly worked out that the next fastest service home, having discounted the delayed Oxford service was the 1900 to Bristol. Soon it's platform was announced - Platform 1. I and many others made our way there and boarded, only to note the window stickers said 'Plymouth', which is a later train. I eventually found a train crew member, who wasn't actually sure as they were due to be on the Bristol train it a colleague had just said this was the Plymouth train.
Then came the inevitable apologetic announcement, confirming the train at Platform 1 was the Plymouth train, and those wishing to travel to Bristol had to move to Platform 9. I joined the rush, and with a coup,e of side-steps, a body-check (on a gentleman larger than me, so no guilt was felt when he walked into me) and a surprising turn of pace I made the journey, and gratefully took one of the few remaining seats.
As I sat the apologetic announcements continued, and then to top it off customers were advised via tannoy to head to platform 10 to join the 1845 Swansea service....which had left already, so anyone who followed that advice would have found an empty platform.
As a work colleague of mine would say on such occassions......Jackpot.
Safe travelling everyone.
I've now decided not to write about elated journeys, as I'd be doing that every day and it gets dull. I will however post when moments of gross ineptitude rear their heads.
So for tonight's tail. Having arrived at Paddington at 1847, just missing the fast Swansea service via Reading I quickly worked out that the next fastest service home, having discounted the delayed Oxford service was the 1900 to Bristol. Soon it's platform was announced - Platform 1. I and many others made our way there and boarded, only to note the window stickers said 'Plymouth', which is a later train. I eventually found a train crew member, who wasn't actually sure as they were due to be on the Bristol train it a colleague had just said this was the Plymouth train.
Then came the inevitable apologetic announcement, confirming the train at Platform 1 was the Plymouth train, and those wishing to travel to Bristol had to move to Platform 9. I joined the rush, and with a coup,e of side-steps, a body-check (on a gentleman larger than me, so no guilt was felt when he walked into me) and a surprising turn of pace I made the journey, and gratefully took one of the few remaining seats.
As I sat the apologetic announcements continued, and then to top it off customers were advised via tannoy to head to platform 10 to join the 1845 Swansea service....which had left already, so anyone who followed that advice would have found an empty platform.
As a work colleague of mine would say on such occassions......Jackpot.
Safe travelling everyone.
Wednesday, 12 September 2012
I'm late, I'm late....
Cried the Rabbit in Lewis Carroll's tales involving Alice. Lewis Carroll wrote the books in Oxford, and used to travel the Great Western Railway. I wonder if this was a little bit of foresight in his part, seeing what people would say when First Group ran the line? Probably not, however these are words I frequently heard passengers say this morning.
It all started with the cancellation of the 7.20 service from Cholsey, which is normally an 8 carriage 125 train. The reason given for the cancellation was "a train was delayed in travelling from the depot." it wasn't given as broken down, or anything else, merely delayed. So why wasn't the service merely delayed?
I as many other did then waited patiently for the 7.34 service, which was a two carriage DMU.
We all boarded and there were not many seats left, in fact after the next station it was standing room only. By Tilehurst we had to leave the majority of would be passengers behind. At Reading the same thing happened even after an exodus. It was only once we got to Maidenhead that the driver as part of their apology re the fact we couldn't take all passengers admitted that this train normally had more carriages, however we only had two due to a breakdown of an engine. I lost count of how many passengers failed to catch the train today, bearing in mind this was probably their second choice after the cancelled service I also feel really sorry for them.
If you were one of those left behind then write to Mark Hopwood, MD of FGW, as I know he likes to receive feedback on the service provided.
And if you didn't make it on, I can offer a slight crumb of comfort....it was far from pleasant on the train in terms of cramped conditions, and some rather unfortunate odours produced by fellow passengers.
It all started with the cancellation of the 7.20 service from Cholsey, which is normally an 8 carriage 125 train. The reason given for the cancellation was "a train was delayed in travelling from the depot." it wasn't given as broken down, or anything else, merely delayed. So why wasn't the service merely delayed?
I as many other did then waited patiently for the 7.34 service, which was a two carriage DMU.
We all boarded and there were not many seats left, in fact after the next station it was standing room only. By Tilehurst we had to leave the majority of would be passengers behind. At Reading the same thing happened even after an exodus. It was only once we got to Maidenhead that the driver as part of their apology re the fact we couldn't take all passengers admitted that this train normally had more carriages, however we only had two due to a breakdown of an engine. I lost count of how many passengers failed to catch the train today, bearing in mind this was probably their second choice after the cancelled service I also feel really sorry for them.
If you were one of those left behind then write to Mark Hopwood, MD of FGW, as I know he likes to receive feedback on the service provided.
And if you didn't make it on, I can offer a slight crumb of comfort....it was far from pleasant on the train in terms of cramped conditions, and some rather unfortunate odours produced by fellow passengers.
Friday, 7 September 2012
Ch....ch....changes
.....last minute platform changes rather than Mr Bowies wonderful tune is the subject for tonight's rant.
After a lovely trip to Cornwall courtesy of FGW I have experienced minor delays on every day of travel since resuming my commute, however because they were minor didn't really think youd want to hear about them. Tonight however, having left work in a happy frame of mind I now need to grumble.
My first grumble is that again a train I was on was delayed, although if it wasn't for the mysterious halt outside Reading we may well have been on time. The only plus was that for the first time this week the air con worked, good job given how busy the train was and how hot it is.
My second grumble is having bough a bottle of water and strolled to platform 10 in good time to catch the 1918 service home there was a last minute platform change. Now I know these announcement induce a sense of panic in some at the thought of a quick sprint up the stairs, over the bridge and down again, but that doesn't bother me that much . What does is when the announcement in a female voice goes "First Great Western regret to announce to passengers on Platform 10 that...(mans voice kicks in) this is a platform change, will passengers for Manchester Picaddilly please go to platform 4, I repeat Manchester Picadilly Passengers to platform 4." job done, no apology, and no further reference to Platform 10 passengers. Platform staff when questioned are just as bemused, and then the magical mystery tour begins as we all run up the steps, spot that the screens have finally updated, and run down some more stairs to the correct platform......just in time.
Then feeling relieved to be on the right train home pulling out of the station FGW deliver the coup de grace. After moving 500 yards we stop. And wait......in silence.......and wait some more. As a friend of mine says in such situations "Jackpot!"
Thanks FGW for a whole week of late trains and delaying the start to my weekend, I've even missed putting the boys to bed. I am now going to drink beer!
Have a good weekend everyone, safe and speedy travelling.
After a lovely trip to Cornwall courtesy of FGW I have experienced minor delays on every day of travel since resuming my commute, however because they were minor didn't really think youd want to hear about them. Tonight however, having left work in a happy frame of mind I now need to grumble.
My first grumble is that again a train I was on was delayed, although if it wasn't for the mysterious halt outside Reading we may well have been on time. The only plus was that for the first time this week the air con worked, good job given how busy the train was and how hot it is.
My second grumble is having bough a bottle of water and strolled to platform 10 in good time to catch the 1918 service home there was a last minute platform change. Now I know these announcement induce a sense of panic in some at the thought of a quick sprint up the stairs, over the bridge and down again, but that doesn't bother me that much . What does is when the announcement in a female voice goes "First Great Western regret to announce to passengers on Platform 10 that...(mans voice kicks in) this is a platform change, will passengers for Manchester Picaddilly please go to platform 4, I repeat Manchester Picadilly Passengers to platform 4." job done, no apology, and no further reference to Platform 10 passengers. Platform staff when questioned are just as bemused, and then the magical mystery tour begins as we all run up the steps, spot that the screens have finally updated, and run down some more stairs to the correct platform......just in time.
Then feeling relieved to be on the right train home pulling out of the station FGW deliver the coup de grace. After moving 500 yards we stop. And wait......in silence.......and wait some more. As a friend of mine says in such situations "Jackpot!"
Thanks FGW for a whole week of late trains and delaying the start to my weekend, I've even missed putting the boys to bed. I am now going to drink beer!
Have a good weekend everyone, safe and speedy travelling.
Friday, 31 August 2012
Isn't it ironic...
...sang Alanis Morisette a few years ago.
The same thought went through my head as our complimentary journeys both to and from Cornwall on FGW were delayed. The irony was that the complimentary first class tickets were given to me by way of compensation for some severely delayed journeys.
Both our outbound and return journeys were delayed due to volume of passengers, and I have to confess I've never seen such a packed first class section on a train before. At least the scenery on the Cornish Eiviera Express is stunning, I'd recommend the journey to anyone, especially the stretch between Exeter and Saltash.
I will give credit where it's due to the platform operative at Liskeard, where we returned from as she marshalled the passengers superbly to ensure boarding was swift. Sadly that didn't happen elsewhere, hence the delays, exacerbated towards the end of the journey when the patience of my 2 boys finally ran out...the last 10 minutes of the journey and the time we had to wait at Reading was parental hell. Can't blame them, and they had been as good as gold (an elderly lady even praised them.)
Thenoys did jn fact make me proud, they didn't even make a big deal of the fact a couple's dog had to do do a poo in mid-journey, luckily they got to the vestibule, unluckily it dropped its payload on both sides of the corridor. The stench was unbelievable as the mortified couple struggled to clear the twin deposits with loo roll, blocking of the toilets in the process. I think they may drive next time as at least they can let the dog out occasionally.
I would like to praise the lady in charge of the platform at Liskeard as she was superb in terms of guiding passengers and ensuring swift boarding despite increased volumes. If only her best practice had happened at both Plymouth and Exeter we may not have been as late getting home.
And back into work in London for the first time in a week today. Train was late due to trackside equipment issue at West Ealing, lots of apologies, 'nuff said.
The same thought went through my head as our complimentary journeys both to and from Cornwall on FGW were delayed. The irony was that the complimentary first class tickets were given to me by way of compensation for some severely delayed journeys.
Both our outbound and return journeys were delayed due to volume of passengers, and I have to confess I've never seen such a packed first class section on a train before. At least the scenery on the Cornish Eiviera Express is stunning, I'd recommend the journey to anyone, especially the stretch between Exeter and Saltash.
I will give credit where it's due to the platform operative at Liskeard, where we returned from as she marshalled the passengers superbly to ensure boarding was swift. Sadly that didn't happen elsewhere, hence the delays, exacerbated towards the end of the journey when the patience of my 2 boys finally ran out...the last 10 minutes of the journey and the time we had to wait at Reading was parental hell. Can't blame them, and they had been as good as gold (an elderly lady even praised them.)
Thenoys did jn fact make me proud, they didn't even make a big deal of the fact a couple's dog had to do do a poo in mid-journey, luckily they got to the vestibule, unluckily it dropped its payload on both sides of the corridor. The stench was unbelievable as the mortified couple struggled to clear the twin deposits with loo roll, blocking of the toilets in the process. I think they may drive next time as at least they can let the dog out occasionally.
I would like to praise the lady in charge of the platform at Liskeard as she was superb in terms of guiding passengers and ensuring swift boarding despite increased volumes. If only her best practice had happened at both Plymouth and Exeter we may not have been as late getting home.
And back into work in London for the first time in a week today. Train was late due to trackside equipment issue at West Ealing, lots of apologies, 'nuff said.
Monday, 20 August 2012
What a difference a day makes...
Last week I thought finally, FGW have cracked it. Each day my train to work was on time, and each day it ran to schedule getting me home too. Well done FGW I thought.
And Instill think well done on one thing, there are more carriages on the cattle-truck service from Ealing Broadway to Banbury I catch at 1733, when it's on time, and that is making journeys more comfortable. So well done for that.
However in terms of punctuality normal service has been resumed. Now to be fair this mornings train to work left my home station on time...then somewhere on route we managed to start to run late, for no good reason....unless its the wrong sort of heat (as its quite a warm day.) Then tonight the train home was late in leaving Ealing Broadway too. It's more disappointing as I know that a punctual service can be done, and was maintained for a week.
As for the alleged air conditioning, having followed the MDs advice, and persuaded fellow passengers to close windows to help it be more efficient, I've decided it's obviously powered by an asthmatic hamster...we've given in and opened the windows again.
On a plus side I am looking forward to a gratis First Class trip to Cornwall later this week. Thank you FGW for that. And for those of you who don't like to complain, it is worth it when your complaint is genuine...
Anyway must go, I've found a slight draught and want to try and cool down.
And Instill think well done on one thing, there are more carriages on the cattle-truck service from Ealing Broadway to Banbury I catch at 1733, when it's on time, and that is making journeys more comfortable. So well done for that.
However in terms of punctuality normal service has been resumed. Now to be fair this mornings train to work left my home station on time...then somewhere on route we managed to start to run late, for no good reason....unless its the wrong sort of heat (as its quite a warm day.) Then tonight the train home was late in leaving Ealing Broadway too. It's more disappointing as I know that a punctual service can be done, and was maintained for a week.
As for the alleged air conditioning, having followed the MDs advice, and persuaded fellow passengers to close windows to help it be more efficient, I've decided it's obviously powered by an asthmatic hamster...we've given in and opened the windows again.
On a plus side I am looking forward to a gratis First Class trip to Cornwall later this week. Thank you FGW for that. And for those of you who don't like to complain, it is worth it when your complaint is genuine...
Anyway must go, I've found a slight draught and want to try and cool down.
Monday, 6 August 2012
For every drop of rain that falls, the Sahara desert says it all...
...it's a Miracle....sang the late great Freddie Mercury of Queen.
Well today I know how he feels. Having had a 2 week break from the commuting grindstone, during which I received a very nice e-mail from the MD of FGW in response to a spot of feedback I left my house with a heavy heart.
How late would my train be, I wondered. The info boards at the station claimed it was on-time, however I've learned to mistrust those pesky bits of kit. Therefore I more than pleasantly surprised when at 7.06 the train pulled in and then left bang in time. I was delighted when we then continued to run to timetable all the way to Ealing Broadway. What a great start to my day. Thank you FGW.
However when I left work, the normal sense of fear and unease had returned, after all it had all been so easy this morning. Well Imwas even more surprised as I stood at Ealimg Broadway watching the rain clouds gathering, and the sky darkening overhead, as once more the train was on time. And as promised in his very nice e-mail there were 5 coaches. Due to the Olympics/School Holidays there were less passengers than usual on the platform so as an added bonus everyone has a seat and we are not playing sardines..
Well done again FGW, long may this continue. Maybe it's the Olympic effect, however tonight I feel optimistic. Now if you can just sort the air con then perfection will have been achieved.
Well today I know how he feels. Having had a 2 week break from the commuting grindstone, during which I received a very nice e-mail from the MD of FGW in response to a spot of feedback I left my house with a heavy heart.
How late would my train be, I wondered. The info boards at the station claimed it was on-time, however I've learned to mistrust those pesky bits of kit. Therefore I more than pleasantly surprised when at 7.06 the train pulled in and then left bang in time. I was delighted when we then continued to run to timetable all the way to Ealing Broadway. What a great start to my day. Thank you FGW.
However when I left work, the normal sense of fear and unease had returned, after all it had all been so easy this morning. Well Imwas even more surprised as I stood at Ealimg Broadway watching the rain clouds gathering, and the sky darkening overhead, as once more the train was on time. And as promised in his very nice e-mail there were 5 coaches. Due to the Olympics/School Holidays there were less passengers than usual on the platform so as an added bonus everyone has a seat and we are not playing sardines..
Well done again FGW, long may this continue. Maybe it's the Olympic effect, however tonight I feel optimistic. Now if you can just sort the air con then perfection will have been achieved.
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