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Journey by Journey => London to the West => Topic started by: TaplowGreen on February 07, 2016, 16:06:16



Title: Nightmare journey 6th February
Post by: TaplowGreen on February 07, 2016, 16:06:16
Sounds pretty grim, and not very well managed  http://m.plymouthherald.co.uk/Customer-condemns-rail-provider-nightmare-journey/story-28687498-detail/story.html                 


Title: Re: Nightmare journey 6th February
Post by: a-driver on February 07, 2016, 16:35:58
There were passengers last night who somehow believed buses would convey them from Taunton to their final destinations and therefore refused to board buses to Exeter.


Title: Re: Nightmare journey 6th February
Post by: JayMac on February 07, 2016, 17:00:44
If the words from the GWR Spokesperson are accurately reported they need firing.

"It was beyond our help" is an atrocious response to make.



Title: Re: Nightmare journey 6th February
Post by: broadgage on February 07, 2016, 17:23:13
It does sound a very poor response, but I was not there and have limited faith in the accuracy of local newspaper reports.

More facts needed to form a more informed opinion as to the adequacy or otherwise of the GWR response.


Title: Re: Nightmare journey 6th February
Post by: TaplowGreen on February 07, 2016, 18:02:02
If you use Facebook, go onto the Heralds page & you'll find dozens of reports from customers who were involved.


Title: Re: Nightmare journey 6th February
Post by: a-driver on February 07, 2016, 18:13:11
If you use Facebook, go onto the Heralds page & you'll find dozens of reports from customers who were involved.


Out of the hundreds affected there's just a handful of comments regarding last night, not all negative. 


Title: Re: Nightmare journey 6th February
Post by: bobm on February 07, 2016, 18:17:51
Given the forecast overnight, I am heading up from Devon to Wiltshire tonight rather than risking it in the morning.

See how things go!


Title: Re: Nightmare journey 6th February
Post by: a-driver on February 07, 2016, 18:32:14
Given the forecast overnight, I am heading up from Devon to Wiltshire tonight rather than risking it in the morning.

See how things go!

We're expecting Network Rail to impose speed restrictions throughout Devon & Cornwall tomorrow


Title: Re: Nightmare journey 6th February
Post by: bobm on February 07, 2016, 18:34:54
Yes I saw that - and it was a big influence on my decision!


Title: Re: Nightmare journey 6th February
Post by: plymothian on February 07, 2016, 22:54:17
When you consider all the separate incidents that cause the delay to one train, no wonder things get disjointed.

First there was the plastic sheeting on the OHLE out of PAD which saw all lines blocked. 
Then the fallen tree at Castle Cary which closed the line.
And finally the flooding at Hele & Bradninch which closed the line.

As the train would have to pass through all of these, and they did not happen at the same time, once you overcome one problem with contingencies, another manifests itself, which mucks up everything that you've already put in place.  RRBs and taxis are arranged for x and y, and suddenly there's a need to find for more from w to z.

And as usual no one was FORCED on to a train.


Title: Re: Nightmare journey 6th February
Post by: LiskeardRich on February 08, 2016, 08:03:07
It seems the person with a taxi bill of ^170 went and got their own taxi rather than using the GWR organised replacement service.

The GWR statement although badly worded is correct due to the delays being weather related compensation isn't available, however they said vouchers are likely. GWR are under no requirement to issue vouchers so doing more than necessary. The paper has taken a probable off the record comment to make GWR look worse,


Title: Re: Nightmare journey 6th February
Post by: Timmer on February 08, 2016, 08:30:51
And as usual no one was FORCED on to a train.
Indeed, though the thought of having to pay for a hotel in London on a Saturday night not having booked in advance may be a quite a persuaive arguement to board the train. Were passengers aware at London that there were problems further down the line?


Title: Re: Nightmare journey 6th February
Post by: TaplowGreen on February 08, 2016, 12:00:29
And as usual no one was FORCED on to a train.
Indeed, though the thought of having to pay for a hotel in London on a Saturday night not having booked in advance may be a quite a persuaive arguement to board the train. Were passengers aware at London that there were problems further down the line?

"No-one was FORCED to board the train" is the usual line trotted out in these circumstances and/or those of extreme overcrowding - the normal desire/need of people to get home in the absence of any other means is generally overlooked, as would be the flat refusal of FGW to meet the expenses of anyone who chose not to travel and booked into a hotel or sought other means of travel under the "consequential losses" catch all...............if you communicate effectively, regularly and honestly in a timely manner, managing people's expectations, then they can make an informed decision as to the best course of action. If you leave them in situations of uncertainty or concern, they will take the least worst option. Don't for one minute try to blame them for acting like humans.


Title: Re: Nightmare journey 6th February
Post by: grahame on February 08, 2016, 12:12:09
..............if you communicate effectively, regularly and honestly in a timely manner, managing people's expectations, then they can make an informed decision as to the best course of action. If you leave them in situations of uncertainty or concern, they will take the least worst option.

Agreed - but I suspect that the people who should have been doing that informing were uncertain too - at least weren't aware that they were sending a train into three separate situations as they (?) probably hadn't all developed.   Crystal ball would have been useful!


Title: Re: Nightmare journey 6th February
Post by: TaplowGreen on February 08, 2016, 12:16:32
..............if you communicate effectively, regularly and honestly in a timely manner, managing people's expectations, then they can make an informed decision as to the best course of action. If you leave them in situations of uncertainty or concern, they will take the least worst option.

Agreed - but I suspect that the people who should have been doing that informing were uncertain too - at least weren't aware that they were sending a train into three separate situations as they (?) probably hadn't all developed.   Crystal ball would have been useful!

"At Reading, the train slowed down because of the bad weather and we were told to change as there was a train waiting to take us to Plymouth.

A man on the platform told us the train had left 20 minutes earlier and that he had been given no instructions to hold it"

-Crystal ball necessary to avoid that scenario, or just joined up communications?


Title: Re: Nightmare journey 6th February
Post by: Timmer on February 08, 2016, 12:18:37
Don't for one minute try to blame them for acting like humans.
I certainly DON'T. I was making the case that having to pay London hotel rates and on a Saturday night would make a good case for travelling. I also doubt that thought crossed anyone's mind. They just turned up at Paddington expecting to travel home.

What I'm trying to assertain from anyone who knows is what information was given in London around the time of departure. Were they advised there could be disruption during the journey? Even if they were told about disruption, unless it was stated 'do not travel' then everyone who boarded would have expected to get home, be it with possible delay.

I think more the issue was how it was handled further down the line and there you may get conflicting reports. Some will say it was handled well, others would say otherwise.


Title: Re: Nightmare journey 6th February
Post by: TaplowGreen on February 08, 2016, 12:26:45
Don't for one minute try to blame them for acting like humans.
I certainly DON'T. I was making the case that having to pay London hotel rates and on a Saturday night would make a good case for travelling. I also doubt that thought crossed anyone's mind. They just turned up at Paddington expecting to travel home.

What I'm trying to assertain from anyone who knows is what information was given in London around the time of departure. Were they advised there could be disruption during the journey? Even if they were told about disruption, unless it was stated 'do not travel' then everyone who boarded would have expected to get home, be it with possible delay.

I think more the issue was how it was handled further down the line and there you may get conflicting reports. Some will say it was handled well, others would say otherwise.

I agree with you Timmer that wasn't pointed at you!  :)


Title: Re: Nightmare journey 6th February
Post by: Timmer on February 08, 2016, 12:44:19
I agree with you TG, I don't like it either when it's said 'you don't have to board the train' when that this the exact reason you turn up at a station.


Title: Re: Nightmare journey 6th February
Post by: ellendune on February 08, 2016, 20:06:42
"No-one was FORCED to board the train" is the usual line trotted out in these circumstances and/or those of extreme overcrowding - the normal desire/need of people to get home in the absence of any other means is generally overlooked, as would be the flat refusal of FGW to meet the expenses of anyone who chose not to travel and booked into a hotel or sought other means of travel under the "consequential losses" catch all...............if you communicate effectively, regularly and honestly in a timely manner, managing people's expectations, then they can make an informed decision as to the best course of action. If you leave them in situations of uncertainty or concern, they will take the least worst option. Don't for one minute try to blame them for acting like humans.

We must remember here that the problems that caused these delays were down to the weather. If  had been stuck on the M4 or M5 in a 5 hour traffic jam (I have been) then there is no question of Highways England offering you compensation. I don't think GWR or NR were negligent in this situation, but the railway does offer more by way of compensation than road transport.  It sounds like the communications could have been improved - but then Highways England doesn't make any attempt to communicate with motorists when they are tuck for hours. So perhaps at least one out of ten for trying. 


Title: Re: Nightmare journey 6th February
Post by: JayMac on February 08, 2016, 21:54:32
Highways England uses all the same social media outlets that TOCs do to communicate about disruption. You can set up email alerts, RSS feeds, text alerts. They also provide real time information to motoring organisations and media outlets.

You're right about compensation though. But then again GWR won't be compensating for the weather related disruption the past few days. Goodwill gestures at best.


Title: Re: Nightmare journey 6th February
Post by: IndustryInsider on February 08, 2016, 22:49:00
It sounds like the communications could have been improved

It can certainly leave an awful lot to be desired on many occasions - it's the one area staff constantly tell management lets us down.  That being said I can certainly have sympathy with 'control' on occasions as it's impossible to 'predict and provide' for a given outcome when the situation is often still very fluid.


Title: Re: Nightmare journey 6th February
Post by: TonyK on February 09, 2016, 01:53:12
You're right about compensation though. But then again GWR won't be compensating for the weather related disruption the past few days. Goodwill gestures at best.

I shan't even ask, even though that's twelve quid I might never see again. I knew I should have spent it on beer rather than two tickets from TVP to BRI. I am truly the architect of my own misfortune.



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