Great Western Coffee Shop

I notice some criticism of the staff at Maidenhead in the comments section of the link below.
http://ihatefirstgreatwestern.blogspot.com/2007/12/tidings-of-comfort-and-joy.html

What do forum members think?

First of all...what's all this about refund/discount vouchers ????  As a FGW Annual Season Ticket holder, I'd expect FGW to notify me in advance of my ticket expiry of any additional refunds that I'm eligible for.  I also believe that pigs can fly.

That aside, I went along to Maidenhead station at 10:45 on Sunday 30th December (which I thought would be pretty much off peak).  Wasn't encouraged to see just a single ticket kiosk open and a queue beginning to snake out of the front entrance.  Took about 20 minutes to get to the front of the queue (which meant several people missed the train just after 11:00 to London).  Took just a few minutes to renew my ticket.

I didn't have a problem with the staff at all - they're always helpful and informative.  Mind you, I couldn't quite understand why it was, with a long queue, etc. that there was only one person issuing tickets and yet there were threeticket inspectors (I presume) standing the other side of the barrier - why they weren't able to help relieve the queue by using portable machines I really don't know.

I tend to buy my season ticket at West Drayton, so don't really have many dealings with the Maidenhead staff. The one time I decided to renew a ticket at Maidenhead (the next 2 trains home were cancelled, so at least it was something to do), the guy at the ticket desk messed it up. I didn't realise until 4 days later when I was trying to get through the gate and the ticket inspector pointed out that it had expired - didn't know they had a special offer of 3 days for the price of 7, but there you go...

3 days for the price of 7, well thats one way FGW will make it's meggar payments to the DfT.

Proposed improvements to Maidenhead's railway station will be put before a town forum next week. The meeting will also discuss the potential impact of Crossrail and timetable changes (link below.)
http://www.maidenhead-advertiser.co.uk/news_article.php?section=5&category=89&story=5608

Thanks for the info.  Haven't seen any posters appear at Maidenhead station yet - just the sort of thing that regular commuters would find useful to be informed of.  As an annual season ticket "Gold Card" holder I would have expected some sort of notification from FGW directly.  I can but dream...

I can't see any indication that this has been arranged by FGW. It appears to focus on crossrail which makes me think it's organised by them or the council?

More than ^1m will be ploughed into the refurbishment of Maidenhead railway station by First Great Western (link below.)
http://www.maidenhead-advertiser.co.uk/news_article.php?section=5&category=89&story=5633

In a presentation to the Maidenhead Town Forum meeting, Richard Rowland, FGW's regional manager for London and the Thames Valley, explained that the cash injection would be amongst the largest of its kind into their chain of stations.

Improvements are set to include a platform extension, a larger ticket hall, a better network of subways and gateways, and lighting and flooring refurbishments.

It's great that there's investment being made in the station.  Hopefully there'll be barriers that work reliabily and electronic noticeboards that don't keep failing.  Pity that they're investing in having a larger ticket hall rather than on working on ways to reduce the queues though (e.g. increase use of RELIABLE automatic ticket machines and additional staff on duty on desks). More fundementally though, as a regular commuter, I'd prefer investment to improve the reliaibility of the service over and above any cosmetic improvements to the station.  I don't believe that Crossrail will result in additional lines being built so I'm obviously nervous that it'll mean more, slower trains using the capacity and getting in the way of the faster services to Paddington.

Agreed - those ticket barriers are always breaking down. Is it true that they're talking about closing the Shoppenhangars Road access (see comment on the Advertiser's site)?

Does anyone know why they close the Shoppenhangars Road entrance in the evening? I get off the bus there at around 17.30 most evenings aiming to catch the 17.33 - currently I have to walk around to the front entrance of the station and go through 'the maze' (and if you get stuck behind a tourist with a suitcase or someone pushing a pram, there's no way you're getting the train). The majority of the time, the ticket inspector doesn't even look at tickets of people entering the station, so why not just have the other entrance open?

What in Maidenhead  :o :o  ;D

There are some major revamp works going as you will have noticed, my guess it is to manage the safety of people using the station while the builders are working

"Safety" ?  Don't see how that would be compromised by having the entrance open (it was shut this morning). 

I think if safety of passengers was a concern we wouldn't see the situation that happened this morning - SMS message from FGW to say delays/cancellations likely on 06:43, 07:04, 07:19, 07:24.  So, arrived at station early (not early enough to catch the 06:43 though because the Shoppenhangars entrance was shut).  No mention of any delays to 07:02 (my normal train). 

Whilst waiting on platform 2, 07:02 was then reported as due 07:07 on the monitor.  A few minutes later tannoy announcement that 07:02 was due in 4 minutes, immediately followed by tannoy announcement that 07:04 was due in 4 minutes.  The 07:04 passengers then started to move through the tunnel from Platform 4 to Platform 2 (presume they'd been told something). Then announcement while this was happening, that the 07:02 would operate from Platform 4.  This meant that we had a large number of passengers switching between platform 2 & 4 through the single narrow tunnel and stairways.  Finally compounded by the 07:04 arriving on Platform 2 before any sign of the 07:02 (which we'd been told would be earlier than the 07:04) and so there was some further scurrying of passengers back from Platform 4 to Platform 2.

The good news (yes there was some) was that, even though the 07:02 left after the 07:04 (which stops at Slough), we arrived at Paddington at around 07:35.  By this stage just being 11 minutes late didn't feel quite so bad!

0643 was cancelled due to a problem with lineside equipment apparently.

Interestingly the 0702 lost 4 minutes at Maidenhead, otherwise chances are it would have officially been 'on time' at Paddington.

0704 doesn't stop at Slough at arrived at Paddington early at 0728
0702 arrived at Paddington 11 late at 0734.

Should have got the 0704  ;)

OK, maybe not tourists - let's call them 'people on their way to the airport who have not used public transport in a long time'. Last week I got stuck behind 3 of them who had been directed into the tunnel and had no idea how to get to the platforms, so just blocked the way with their luggage instead...


Strangely enough, I got to the station at 6pm yesterday and the entrance was open - even better, the 17:58 was delayed by 5 minutes, so I managed to catch it. There aren't any builders around in the evening (at least, not in that part of the station), so I don't think that has anything to do with it. Fingers crossed the gate will be open this evening as well.

I am curious with the new platform 1 extension as it would appear that to have an exit ramp off of the western end as there seems to be a fence being erected, I do hope this not going to be the only exit as that will be a real pain getting to platform 5

Looks like someone is playing the "should we open the Shoppenhangars entrance today or not?".... game AGAIN!  Really annoying when it's closed during the busy period (i.e. any time after 06:030 in the morning). :(

Why can't this be left open when the tunnel isn't being worked on ?  A real pain in the evening when alighting from Platform 1 and then having to traipse all the way through the station, down the car park and all the way back up the hill.  Ditto in the morning after parking to have to take the long way round to Platform 2. Grrrr!

Really?

A while back, I was on the train travelling towards Reading, & a ticket inspector was calling a guy a liar because he was claiming to have got on at Maidenhead without a ticket; the inspector was saying that it would have been "impossible" to get through the barrier and he should stop lying & tell him where he really got on.

He soon backed off when I said "Excuse me, he did get on at Maidenhead"! I had seen the guy waiting on the platform with two other people (who also got into the same carriage).

I had never understood how this incident could have happened before....

Yep. Same here.. They don't seem at all bothered about checking tickets of people entering the station, although I show mine anyway (not that they look at it even).. They do seem more bothered about checking tickets of people exiting the station though..

OK, I tested it out this morning.. There were four members of staff to "check tickets" at Maidenhead.. I was the only passenger in the immediate vicinity..They were having a good joke about something or other. I showed my ticket.. Not sure they even saw me, let alone my ticket.. So what are they doing there?

Try showing a banana or driving licence - normally works at Waterloo.

To be honest from experience at Waterloo you sometimes don't need to show anything.

Or Bristol come to that. All the guys seem to be doing on the gateline there is talking about last night's conquests :o

I'll try a banana in the morning then... ha ha.. If it's a first class banana can I travel first class?

Seem to be a few teething problems with the new gates at the Shoppenhangers entrance if the harrassed-looking members of staff manning them are anything to go by...

Probably doesn't help that there's only a single entry and a single exit gate.  During the evening rush hour the queue is going to be right back up the stairs (and in fact was last night).  Do wonder if a process analyst has actually done anything like done any sort of flow/performance analysis.  Suspect the thinking was more along the "we need an entrance and an exit.  There's enough space for one of each, so that'll do".

Slight change of topic - This morning I managed to get a good look at the newly extended Platform 1 at Maidenhead from Platform 2 opposite while waiting for the 07:19 fast to Paddington (I missed the 07:03 fast from Twyford this morning so I used my backup move which is to take the 07:08 stopper and change at Maidenhead). All temporary fencing appears to have been removed so I assume the whole platform is now available for use? There are few things I noticed:

1. Although there are stopping signs for HSTs and Turbos there are no DOO mirrors or monitors. Presumably a member of station staff will go across to the platform to assist Turbo drivers with departures?

2. The Shoppenhangers car park path is complete and signposted for general use as a step-free walkway. I'd guess that this path has been provided to allow level access for disabled people as well as to make life easier for car park users?

3. The existing exit with the metal steps remains in use and is signposted as a way out to Platforms 2 to 5. However the sign is very small (as is the one for the car park exit) and I'd imagine that someone using the platform for the first time might be unsure as to the best way to exit. Indeed if they're at the front of the train they might not see the exit via the steps and head for the car park which is bad news if they want the town centre or the Marlow train!

I agree the signage is poor regards the exits.  It will be a shame if the refurb team does not at least paint the woodwork on platform 1 and get rid of the dangling cable that has been dangling since the canopy was removed by BR I will be surprised if the ORR inspector doesn't make a comment about that and even the signage as the current signs can not comply with Disability Discrimination Act

But we must not knock it too much Maidenhead has a long last regained a full(ish) length platform on the Down Main

As before with turbos on this platform it will be self-dispatch using the 'look-back' method - used when there is good visibility and the platform does not curve away out of sight of the driver.

I got back to Maidenhead about 11pm tonight.. The shoppenhangers entrance was closed off.. However there was free access to all platforms and the many tunnels from the main entrance...

As far as I know, there was no members of staff working that time of night (hence the barriers being set to open)..

It made me wonder how they are going to stop people entering the station who are maybe up to no good, or looking for somewhere to sleep (I guess the tunnels might be quite inviting in the winter since they're protected from the weather).  Since trains run all night, I assume the station is open all night to anyone who would like to go in, sleep, walk on the tracks, anything else they fancy?

Theres an office near platform 5b that usually has someone in most hours of the day including overnight.

 Maidenhead station? How secure is it?

What an interesting question. The DfT have a secure station template with which they measure how secure a staion is perceived to be. However, it is basically a tick box exercise, adequate lighting, CCTV, staffing etc.

Taplow pased, despite having a rock thrown at train from the footbridge and being unstaffed for 75% of the time. It also doesn't help when the "Help Point" can't put you through to the emergency services.

So it depends on how you define secure. Most FGW stations by their  nature,  can never actually be secure unlike the tube with its lockable gates and adequate fencing,.

Staffing definitly adds to security but most stations are unstaffed for long periods and are, therefore, only secure until something nasty happens. So it comes down to perception presumably you felt uncomfortable walking through the subway at 23:00 hours. I don't blame you.

So despite the DfTs best endevours with its secure station scheme, most people think most stations are insecure particularly late at night.

OK.. so there is someone up in an office somewhere near platform 5B.. So.. how do they stop people who want to, trespassing into the station late at night.. i can't imagine they would dare?

Well they monitor cctv from there, I assume if there was hassle they would just call police.

Cool, thanks Ollie. That's quite reassuring to know that there is someone there late at night.. I always assumed the station was totally unmanned..

Does anyone know if we're going to get an information board back at the shoppenhangers road entrance.. I was travelling on the 8am yesterday morning and as there are two fast trains fairly close together, one goes from platform 2 and one from platform 4.. If you enter via Shoppenhangers road, you have no idea which platform to head for! While this wasn't a problem for me as I had lots of time (and picked the right platform).. However, if you were running a bit late for the second train (8.04) and didn't know it went from platform 2, and there is no indicator board at that entrance to the station, you might miss it...

Has anyone else been squashed in the new gates yet? Was going into the station the other evening and a member of staff had opened the gate and was telling people just to go through, but it closed on me when I was halfway through (it was quite painful to be honest).

Now I'm getting married in a few weeks, and bruised arms isn't the look I'm going for with a strapless wedding dress... I will not be happy if that happens again!

The subject heading says it all.....Very frustrating to disembark at Platform One, go down the stairs right next to the exit (shutters down) and then have to go through the main concourse, across the carpark, under the tunnel and back up the hill!

i suspect FGW would say that entrance is closed to improve customer security and safety and the reduce the risk of vandalism to the station

Shoppenhangers entrance was closed at 4.15pm Saturday afternoon. Does anyone know why? I know it only take 2 or 3 minutes to get round to the front entrance, but if you've timed your arrival so as not to spend too long standing in the cold on the platform, it's a bit of a rush to get round to the front entrance unexpectedly, when there is a perfectly good entrance in Shoppenhangers road...

Thanks very much for posting this, Jo!

I have a small confession to make, on this particular topic!  I noticed, some time ago, that we had three separate topics, on Maidenhead Station, security at Maidenhead Station, and Shoppenhangers entrance being closed sometimes.  In fact, all three of those topics included a lot of useful information on the overall situation at Maidenhead Station - so I merged those three topics into this one.

(I use my moderator's ability to do this sparingly, but I did feel it was helpful here: this combined topic contains all the relevant posts, while retaining their original headings - but in one place, for ease of future reference.)

From which I note that the question of 'why was Shoppenhangers open/closed today/last night?' has been popping up here since June!  ::)

So, FGW - what is the answer: what is the official policy on when that entrance is opened (or not, as the case may be)??

I do not work for FGW (phew  ;D) but I suspect its down to staffing levels

You're clearly jealous  ;D

I started my railway career on the hallowed turf of Swindon Works so I have been forged into a Great Western shape  :o

Apart from the Shoppenhangers entrance generally I think the work carried out at Maidenhead has been a great improvement a full size platform 1 one day it'll get used, toilets that a 21st century improved waiting room on plat 4/5 and good riddance to that stupid roller shutter at the bottom of the stairs of plat 2/3
Now all we need is a train service to match it

Phew, that makes me feel a lot better.. I was sure there were more topics on the subject than my search found.. I thought my memory was going!  :)