Great Western Coffee Shop

Indeed, they weren't mentioned on the website news/updates either.

My partner was caught up in this from Slough, where it arrived late I recall.

These services tend to be busy at the weekends, and there is no excuse for them being longer as there is the stock. What doesnt help is a few drunk people not moving down inside the train, but doesn't help is the way they are sometimes dealed with. As said its unfair that people are left behind with the attude from FGW is ' tough wait for the next one'.

depends on how much they had to drink  ;D

Thank you for your email of 25 June 2011

I was very concerned to learn how disappointed you were with the formation/size of our  service back to Maidenhead on 24 June. I realise how disappointing this must've been for you, and I am genuinely sorry that you feel so let down.

I appreciate that you feel we did not provide a sufficient amount of carriages for those returning from the Hard Rock music event. We carefully monitor passenger movements on all areas of the network, to ensure that we provide the right type of rolling stock for each journey. We also have a dedicated Special Events Manager who closely liaises with various events organizers, such as those running the Henley Regatta, Millennium Stadium or football/rugby clubs etc. This helps us to predict the unusually high passenger numbers travelling to/from such events, and were possible, to provide additional services. Indeed, I can confirm that we did provide extra services that evening for those returning from Hard Rock.

We'd very much like to be able to run all of our trains as the larger High Speed Trains (HST's). However, I regret that this just isn't possible, as there simply isn't the rolling stock available to do this. Instead, we have to decide what services to run as the larger trains, and what services to run as the smaller Turbo trains.

Whilst simply adding additional carriages may also seem like an obvious solution, rolling stock is a major challenge for most train operators as there is simply not enough stock available in the UK at the moment. Similarly, we have a duty of care to our regular passengers across our entire network. We must therefore remain mindful of the knock-on effects of adding additional carriages for special events, as these have to be removed from normal services elsewhere. I am sure you can appreciate how this is a difficult balance to achieve. 

You may feel that a train operator should commit to the purchase and construction of extra stock; however this is not always possible if a company is not able to see a return on investment over a relatively short franchise period. I am sorry for the concern that this has caused and I would reiterate that we do monitor our services and make changes where possible.
I was also concerned to learn how disappointed you were with not being told about the additional services that evening. Information about traveling to such events is usually available on our website in advance and customers also have the option to contact our Customer Relations Helpline.

It's clear that you feel let down by the provisions on 24 June, and I really am sorry this is the case. I'll make sure that the details of your case are passed on to the relevant managers, for inclusion as part of their post-event review. They'll be able to take your feedback on-board when planning future rolling stock allocations for music/festival-goers - including how we subsequently advertise such services.

Thank you again for contacting First Great Western.

Hello

Thank you for your reply.. I am fairly satisfied with it apart from the part that says "Information about traveling to such events is usually available on our website in advance ".. Usually being the word I'm not sure I'm happy with..I'm pretty sure there was no information on there before last Friday..

I am going to be travelling home tomorrow night late and have found out there is another big gig in Hyde Park. I've had a good look at your website and can find no indication of which extra services you will be running or if in fact you are adding extra carriages to existing trains..Please could you let me know so I can plan my journey.. I can't face a repeat of last Friday night's horrendous journey..

Thanks
Jo

I might give the "Customer Relations Helpline" a call....

08457 000125. Or if you don't have inclusive 08 numbers on your call plan(s) then 01752 675653. I prefer the geographical number as you are also straight through to the queueing system for an advisor and don't have to faff about with, "Press 1 for..." etc.

The 23:29 is also booked a 2-car and can just about cope Monday to Thursday, but is always a squeeze on a Friday.

I'm afraid FGW neglects its late evening passengers from Paddington a little, though to be fair the recent introduction of the 23:42 Fridays Only service has gone some way to correcting issues with the 23:29.