Great Western Coffee Shop

Likely to be significant disruption this evening on services to and from Paddington.

The 17:22 to Hereford is reported to have hit someone in the Twyford area.

Metal fencing is currently being installed along the length of platforms 2 & 3 at TWY (including several large gates which presumably will be opened for peaktime trains calling on p2). Hopefully this sort of event will be less frequent in future.

From First Great Western JourneyCheck:

Anything which can reduce these incidents is to be welcomed.  Sadly in this particular case it seems likely to have involved Platform 1 and with several rush hour trains due to call there I am not sure what can be done.

It is the 1W07 17:22
Incident happened at Twyford just prior to 17:45, train immediately brought to a controlled abrupt stop.
A replacement driver has arrived.
Fitters examining front brakes which were damaged.
All rather grim but handled very well by staff.

Relief lines were reopened at 1843 so things are moving again.

It'll no doubt take some time to clear the rush hour backlog.

Paddington Underground station was also closed for some period of time.  I'm not sure whether this was to prevent overcrowding or another reason.

The underground was closed due to overcrowding. Whilst staff on scene at Twyford may have done a good job it was different at Paddington...

I have now been stood for 50mins, wedged into a turbo like absolute sardines. We have sat in platform with no news for 50 bloody minutes.

I'll be throwing myself under strain at this rate.

Absolutely stinking useless.

They told us overcrowding.  Also that facility was non-suspicious and happened around ("20 mins ago" which was about 6 / line to be cleared in 90 minutes.   I left on a sardined 18:15 to Swansea at around 19:20 ... now just past Reading.

Staff were on concourse and doing their best to help, including those not normally direct passenger facing ...

Edit to correct typo

... There WAS a gap in info once we were loaded onto trains, I will agree ... standing there for perhaps 20 minutes wondering when we were leaving ...

And home at 21:30 - about half an hour late;  surprisingly good in the circa.  Good to see both a well known member of the online team and a senior manager helping to provide customer support / information in Paddington; I would agree with NickB that more (some?) updates on-train would have been welcome, as it seems like we got on the train some 25 to 30 minutes before it left and heard nothing about when we would be setting off.

This is the real trouble.. However many times FGW/Network Rail/Anyone else involved in our train line say that they will improve communications.. It's never happened.. I've been travelling from Maidenhead since 1992 and whilst train companies change.. lack of communication hasn't..however much we ask for it to be so... I just don't know how we/they can make it better  >:(

I too finally made it home. 2.5 hrs from paddington to maidenhead.
I realise that things were evolving quickly and that it was a difficult night, but it really was ridiculous for the literally hundreds of people wedged onto a 3 car turbo.  
To provide some more detail, we were called to the first departing train to maidenhead at 18.50 which was the delayed 18.40 to Bourne end. It was beyond crowded, with people wedged in everywhere.
And there we sat. We were told we were cleared to proceed, then that was withdrawn.
We eventually left at 19.50 so a whole hour of standing in the platform.  Then 40mins to maidenhead.

Totally ridiculous. And I can't claim a penny in compensation because I paid ^4000 for an annual season ticket rather than having a daily ticket. Total joke.

I am pretty sure/hope you'll complain at least from what you've posted before.. I do it all the time.. But as per my previous post on this thread.. Information is one of the best things we need in these situations and it is still sadly lacking.. Information usually gives you more options.. Even if that option is to go to the coffee shop/bar and wait it out...

I don't think compensation can be claimed for the disrupted journeys due to a fatality, can it?

Part of the problem with on train announcements will be someone actually being around to make them on the train, which is difficult if there is no driver or guard in the first place.

On a Turbo, the PA system will only work if a driver is present with a key.  A station dispatcher is not able to make an on-train announcement.

Whilst I agree that no info for 50mins is unacceptable, FGW or any TOC, do not wedge people into trains like sardines, the sardines choose to get on a busy train!!!!!!

People when using public transport are vey much like sheep and just follow each other.....I have worked on many stations and also done station control room work at various FGW stations, and blasted over the PA " Do not get on this train it is full."..but people still do anyway. Accepted that information is key, as if people knew next train was in x mins then they could make an informed choice.

But still my point is no one is ever forced onto a crowded train... if you don't like wait for the next one...simple

Easy to say whilst sitting at home/in a control room nice and cosy.....not quite so easy to take that attitude if you've been waiting for hours in the freezing cold to get home to family and there's no certainty of when, or if, the next train to your destination will be running - no-one is suggesting that FGW staff literally "force" people on to trains, passengers are not being "sheep", just being human and wanting to get home..............

Although I am at risk of diverting this thread from its original intention it really amazes me that there is no way of providing real time information via (for example) panel displays on a service. whilst some of us have access to smartphones and data feeds in my opinion there is no substitute for being given the information rather than having to go looking for it.

There was a driver present.  He said hello and announced the destinations as we were boarding.  After 20mins he said we were cleared on a green signal and awaiting dispatch.  After 40mins he said we weren't.

He was definitely there, and undoubtedly not his fault that we didn't move, but the collective delivery was shocking.



Edited to fix quote. bignosemac

Yes, I quite agree - Its all my fault for wanting to go home.  What an idiot I am.  Sorry.

When the Bourne End train appeared on the screens I, and hundreds of others, had been on the concourse for nearly an hour.  We were not told that the relief line had reopened.  We 'sheep' computed in our simple brains that a train that in theory could be the ONLY way of reaching Maidenhead as it is the ONLY train that does not proceed via Twyford had managed to make it to Paddington.  We 'sheep' were told that it would be departing imminently.  After not running ANY trains to either Slough, Maidenhead or the branches for over an hour during peak time exactly how many sheep do you think tried to board that train?  And once on board, having been told that we had a green signal, how many sheep decided to get off and hang around for god-knows-how-long?



Edited to fix quote. bignosemac

IN my experience, once trains start running, the frequency is usually good, as they need to keep trains turning round to free up platforms for those stacked up on the up lines.

So go for a pint/coffee & try again once the lines are clear. Far easier & far more comfortable than *having* to be on the first train out.

But very few will think that way. Sheep they are.

I've had very mixed experiences in the aftermath of major disruptions (fortunately I missed last night's by just 15 minutes). There was the time when I decided not to board a rammed 3-car Turbo and found myself on a half-empty 5-car one running just a few minutes later. Then again, on another occasion when I decided not to board a rammed 3-car Turbo, there were no further departures to Twyford for another hour and I still found myself on a rammed 3-car Turbo. Who knows what will happen?

I witnessed several staff running around at Oxford with no clue what was going on with trains and traincrew - and that was several hours after the lines had reopened.  Once again, a very poor response (staff mostly let down by information problems, rather than staff not caring) to a difficult situation.  Incidentally, the Area Operations Managers, who liaise on a local level with Control regarding train and traincrew allocation go off-shift at 7pm at Oxford - that's when headless chicken syndrome usually starts!

..........what a great advert for the rail industry's attitude towards it's customers......don't forget that its us "sheep" who pay your wages!

eh? I'm not railway....

One of the problems with trying to save face by criticising the behaviour of (usually other) people is that we end up with a 'stand-off' and manning the bunkers of our position.

The position presented seems to be: I always act rationally, I wish everyone else would.

In this case human responses dictate that when dealing with frustration and powerlessness, behaviour resorts to self-preservation/interest.  That's human rather than sheep-like IMHO.

A request for timely information from those who know to those feeling helpless seems to me to be reasonable.  I'm not sure how we got into blaming those without the power, who responded to the information and situation they were presented with and might have made other choices should a different approach have been taken.  There are genuine institutional issues here.  The railways deal with people - sheep are much easier to pen in with a few dogs and whistles and don't complain in ways we listen to.

(I am of course completely rational at all times  ::) which is why my loud and angry mobile call to a relative at the DfT about being stuffed into a 2 coach 158 because of his mates' decisions on stock was quite reasonable  ;). Relative no longer there, I should add).

The self preservation/interest 'problem' does seem worse at PAD than other London Terminus stations I've experience of.

Yes, of course I agree timely info is necessary and sensible. However, drivers aren't allowed phones etc in the cab to be switched on, so getting info to them is via the cab radio, which goes to the signallers, not control.

Also, decisions are almost always taken short notice, and info on next train won't usually be known as decisions still remain to be made. But, in my experience, waiting usually costs you no more than 30 mins max over trying to squeeze on the first train, and you get a far more comfortable ride home.

Posting as one of let night's headless chickens ...  ;) ... perhaps, having slept on this it's a good time to reflect, analyse, and perhaps we can even make a couple of cheeky suggestions to FGW as to little changes.

Arriving via the Hammersmith and City, I got a hint of things amiss in that the "Next Departure to" boards at the taxi ranks were only showing local stations, and a further hint in that the bridge across to the middle of the platforms was solid rather than free flowing. And getting across to the main bridge, everything showed up as "delayed" ... with little clue as to why.

Suggestion (1):  A one line 'ticker tape' status banner on each of these - even if it says as little as "We have just [18:37] received reports of a problem on the main lines. All services are held while we learn more. Next update by 18:52 at the latest"

On the main concourse, I spoke with a very helpful staff member ((who told me his role wasn't normally 'front of house')) who filled me in pretty well.   And I congratulate him for saying "don't know" rather than guessing to certain questions. He did, however, have to direct me to some l-o-n-g queues for further specific information, some of which I think could be included in a general set of guidelines rather than overloading the normal front of house team.

Suggestion (2): I've seen FCC do it - a "what alternatives are there in the event of disruption?", together with, perhaps, a paragraph on the steps that FGW go though ... "Please bear with us in the early stages of disruption.   When something goes wrong, it takes us a little time to find out what's happened, and some more time to know how long it's going to take to fix and what the options are.  But we WILL promise to update you at least once every 15 minutes, even if the answer is "don't know yet"."    Alternative options listed may include use of Greenford Trains, South West Trains from Waterloo, Chiltern from Marylebone, Heathrow services, etc.   Most commuters have common sense - so explain that it's better to hold services at Paddington than to dispatch in hope and leave people crammed into trains near the wilds of Slough for indeterminate periods.

Suggestion (3): "Off Peak restrictions lifted" was announced ... and that was contradicted by the departure board for the 18:15 to Swansea when in flashed up.  But what exactly does 'lifted' mean.  Would my off peak return half to Melksham have been accepted on the first connection in the morning?   If so, I would probably have found myself a cheap hotel near Paddington and travelled out on the 07:30; unlikely to have been a "sardine" service, but I wasn't going to risk a hotel bill plus a peak single, nor did I really want to queue and ask. So - clarification and perhaps standard practise.

Well - they called the 18:15 and - scrum down. It was the only possible chance to catch my last connection from Swindon, and it's unclear to me whether "person hit by train" is considered to be a rail industry fault, so whether compensation (not really interested) and / or getting e to destination come what may (very interested) would click in.  And we boarded and waited and waited.   Comment was made in the coach vestibule that there's only just time to board most of the time at Paddington, so why is it when we were sardined it took so long?   Information had dried up, and I noted that most of my travelling companions knew even less about what was going on that I did.   A strange sense of camaraderie in discomfort clicked in ...

Suggestion (4): back to that FAQ again ... have information in there about how and when information might be expected, how it's best to keep people in stations not between, why there can't be announcements on trains while they're waiting (!) and a promise of a time limited update come what may.   And if even one or two people have that FAQ, they'll share it with others; keep people in the dark and they'll complain - help explain (better yet get them to explain to each other) and the whole atmosphere becomes easier.

Once we were going, information WAS pretty good.  Changing points, what was happening with connections, an offer to come through once the train got less crowded to help the West Wales contingent.

Suggestion (5):  remember all the connections ... including the TransWilts one ;-) ... I didn't have a clue whether anyone hade even thought of Swindon to Westbury, though they were full of Swindon to Cheltenham

Arriving into Swindon, off train, asked I First chap "where for Melksham" ... "Platform 2" he says with confidence. "That's under the subway".  Ah - nice that the connection was making.   Dash upper, up, forward to an ... empty ... bay platform. Oh :-( ...
back to ask another First chap.  "Oh - it's gone.  Go back to platform 4 and get that Bristol train that's just pulling in ... I'll contact Chippenham to have them get a taxi for you ..."

puff puff puff ... I had heavy luggage on this trip

Suggestion (6): don't let staff guess answers just to move customers on.  I really didn't want to do 4 sets of stairs with heavy bags, and nearly be delayed a further hour, because of a guess!

Chippenham - dispatcher sends of west and east trains, writes out a taxi chit and finds me a taxi.  Quite a relief - didn't really want to fork out nearly 30 quid of my own or wait 90 minutes for the late bus.  THANK YOU.   But I really wish I knew the precise rules.

Hey - it could have been a LOT lot worse, and there were others a lot more delayed, let alone the family of the person hit, driver, etc.   But it's worth a quick look back a day later and wondering "are there reasons why some of these apparently simple information items can't be done?".  Perhaps there are, but it looks to me like a little could have gone a long way - and that little could be planned for and seeded so it doesn't drain resources at that peak busyness time!

I have to agree with this... :-X :-\ :-[

At Bath Spa a couple of weeks ago the 18:00 to Taunton (HST) was delayed by 10 minutes which allowed the Bristol bound 18:07 into the platform first (2 Car Class 150) Despite repetitive and clear announcements from platform staff that there was an 8 Carriage HST Right Behind the 2 car unit, everyone surged onto the 2 Car Unit and, of course, moaned about overcrowding etc.

The Unit departed and all looked incredibly cosy... ::) The HST turned up 2 minutes later which had plenty of room (and seats, 5.75 Carriages Worth). So I do agree with insider. In my scenario here at Bath Spa, this happens all too often and I do wonder why people feel the need to be in such a rush!


Again, agreed. Did exactly this during disruption on GreaterAnglia services last year. I stayed put in the First Class Lounge... I had no intention of trying to fight for personal space on a 4 Car Class 321... I wasn't in a hurry and I didn't see the point in exonerating my Anxiety for the sake of an hour. Ladyfriend Trout was in Southend before I was due to leave London Liverpool Street... She was still going to be there an hour later... :)

I've even had staff say "If only more passengers were like you..." and I kinda feel a bit sad that staff say that as it doesn't shade the masses with a colourful light. Of course we have all been in those situations where we do *have* to be on that first train. I can think of one such incident myself with a fatality between Reading and Paddington. I was heading for Birmingham International for a flight to Spain. Had it not have been for the purpose of attending a Funeral in Spain of a close relative I may have been more willing to risk missing the flight... At that particular time it wasn't an option. I did get a bit mift about the lack of information (this was 2009) and due to an imminent flight was very edgy and not of good character :( :-[ :-\ :-X

So admittedly I wasn't too nice to a member of staff who rubbed me up the wrong way. I did come back and apologise and explained myself. I did also say and too present day still stand by my comments that my Anxiety and Stress were no excuse to be rude to someone who had no control over the situation. Whilst I could not and cannot justify being rude; we are only human and everyone has a bad day. Similar to the Gateline Staff Member at Kings Cross on BBC The Railway: "I've met some nice people in very bad moods" for me, that day was one of them.

In summary, I can see it from both sides. But I can't help but agree with insider and ChrisB. But also that information is crucial; even if it is: "I don't know, I'll tell you again in 15 minutes and if I still don't know in 15 minutes I'll tell you that as well" In my Flight Case, had that simple piece of information been communicated, it would have reduced my already high Anxiety considerably...!

Thanks Grahame - I can take your whole post to FGW via the Customer Panel. Useful suggestions, all!.

Some clarifications that I do know answers to....


Don't think these boards can be adjusted in that way without a lot of work, however, I'm sure several more of those mobile destination boards (which are more free-form by way of displaying text) would be very useful. And yes, agree with adding those timing points. I've been saying this for a long time, that giving passengers as much info as possible allows them to make informed decisions about onward journeys & declutters queues of pax trying to obtain same!

One thing I'd add is the time of the start of disruption event - most commuters can work out how long a fatality takes to clear up (usually 90-120mins,for example) and can plan according to how long after said event they arrive at the station. So might be worth a different route if I've arrived 10mins after it started, but not if it happened an hour ago. But unless you know how long ago it started, you can't make a properly informed decision!


Yup - this is all bog-standard stuff that doesn't change from incident to incident. So produce literature and a pdf for the website on a disruption info page. And ensure the info points have them to put out there in times of disruption!


Not likely, unless it was definitely going to go on so long that the service for the day was effectively over. It just means that the peak restrictions *for that peak* have been lifted. I think most pax would work that out - but obviously not, so thanks for that. In fact, they ought to have said "Peak restrictions lifted", for that was what the restrictions are. That is the standard practise.


It's not. Just as a vehicle striking a bridge isn't. Which I agree with, as the railway can't be responsible for someone being in the wrong place, at the wrong time, deliberately or not. But see below for them getting you to your destination. A connection is still a connection.


More for that leaflet/pdf....


That could have been handled *so* much better....


You arrived off a train within the stated connectional time for that station, so they're *obliged* to get you to that train's destination (or yours, if alighting intermediately) by an alternative means. That *might* mean waiting for the next one, if it's within an hour or so - sorry. But where there isn't another, alternative has to be found. If it's the next train - negotiate if it's over 30minutes. Always worth a try, you might find a compassionate employee. But you can't demand unless its a *long* time away.

My Basic Rule when there are problems is...

Up - take the first train that arrives.

Down - Chill, have a pint, and wait for the first called 125 to Reading...

Chilling out and having a pint/coffee or boarding the first available train are both perfectly valid options. I don't think we need to criticise each other for the choices we make.

Some folk just want to be home after a hard day at work, maybe to see the children before bedtime or for other quality time. Other folk are happy to have a drink or two and sit it out. Each to their own.

Both groups have valid reason to question lack of information on the ground, but should also be aware that the root cause of the problem in this case was outside the control of the rail industry. Yes, recovering from it is within the industry's control, but these are very often changing and complex situations.

Finally, take a little time to spare some thoughts for the family and friends of the deceased, the driver of the train involved, and those who had the unenviable job of attending and dealing with the incident.

Returning to the actual incident, it appears the identity of the woman has not yet been established.

From GetReading (http://www.getreading.co.uk/news/local-news/unidentified-woman-died-railway-line-6674588)

Apparently, she was only 18.. just stood between the rails.  :(