Bristol Parkway commuters left stranded - after staff forget to unlock doors

[whole diary]

[Red Squirrel]

From Bristol Post:

Commuters from Bristol Parkway missed their early-morning trains today - because staff forgot to unlock the station.

Panicked passengers were forced to watch as their trains pulled up at Bristol Parkway's platforms before dutifully leaving without them.

The station, which was meant to be unlocked in time for the 4.57am train to London Paddington was not opened up until a staff member arrived an hour later.

Full story here

Read more: http://www.bristolpost.co.uk/Bristol-Parkway-commuters-left-stranded-station/story-21062864-detail/story.html#ixzz30wrgMzrQ

[trainer]

It will be interesting to know what compensation claims come out of that one.  If I'd got up early enough to catch a train at that time, I'd be livid as well as inconvenienced.

[JayMac]

I'd be just a little livid as well. Whilst there may well be a multitude of reasons why the keyholder wasn't there at the correct time, it does seem odd that a major station is relying on just one keyholder turning up on time.

I've been at Parkway for the 0457 in the past and stood out in the cold waiting for the station to be unlocked at the advertised 0430, only to be waiting until 0450.

Personal apologies to all those affected should be made by the Station Manager.

[grahame]

Whilst there may well be a multitude of reasons why the keyholder wasn't there at the correct time ...

The article used the word "forgot" in both the title and the text, so we have been given the reason.   I'm sure much more sympathy would have been offered had it been "rushed to hospital" ...

It will be interesting to know what compensation claims come out of that one.

Not compensation exactly, but NCoC say you're entitled to a full refund of prebought tickets without having to pay an admin charge only if the train is cancelled or delayed.  As the train ran on time ... admin fee is technically payable, but one hopes it would be waived in these circumstances.

Compensation terms seem not to cover the situation where your train runs, but you are prevented from boarding. 

Again not compensation exactly, but advance tickets are "Valid on Chosen Train only. Non-refundable. Changeable for a fee before booked departure time" (FGW^▸ (First Great Western) booking engine). National Rail says "If you miss the first train on which you are booked for any reason, a new ticket must be purchased." So - if you miss the train because you are locked out of the station ... again, one hopes that rule would have been waived!

[John R]

I wonder did anyone alight and was locked in?

[JayMac]

The 0457 to Paddington is the first train of the day and is pick up only at Bristol Parkway, having started back at Bristol Temple Meads at 0447. Shouldn't be anyone alighting form that one.

The first service from which passengers can alight is the 0529 CrossCountry arrival from Bristol Temple Meads, which then reverses and heads to Cardiff at 0538.

[brizzlechris]

Interesting that the 0457 picked up a 8 minute delay at Bristol Parkway (http://www.realtimetrains.co.uk/train/P70578/2014/05/06/advanced) presumably while the onboard staff tried to work out where the passengers were hiding 

[JayMac]

Must've been quite spooky for the Train Manager. I don't know whether it's 'self dispatch' for that early service, but if not, then the TM^▸ (Train Manager, or possibly Ticket Machine, depending on context) would've been wondering where the dispatcher was.

Perhaps he or she also had interaction with the frustrated passengers who couldn't board. Maybe with them shouting from the other side of the fence.

I suspect there was also some conversation by phone with 'Control'.

[LiskeardRich]

I'm guessing this could be down to a number of reasons,
Member of staff oversleeping, no showing
Staff sickness
Nobody rostered- rostering error
To name the first couple to mind, although inconclusive.