My colleagues in CIS▸ had a nightmare of a day just like all FGW▸ staff on the frontline. Our situation was not helped by a firewall failure that denied us access to the FGW Website for 4 hours in the afternoon during which time we could not update anything. The Ascott mention was a typo that was picked up immediately, but the system crashed just as it was about to be corrected!. Trying to keep up with a tidal wave of alterations and cancellations in just a few short hours was a massive challenge.
We all aim to provide the customer with the correct information, but logistics were against us yesterday. I believe everybody at FGW did their absolute best and I join those who ask for FGW staff to be given some praise as opposed to the criticism. There will be a post-mortem in FGW Control. Lessens will be learnt, and we will continue to improve.
Thanks for that information... That completely explains how it ended up being so much worse than it could have been... And I apologise for not praising the front line staff whilst I was posting for information as to how it had been so bad, as we know they're the only real people that passengers can come to for information or to complain etc.. Just out of interest.. Do you know if
NR» website gets it's info from FGW one too? As they could have helped by letting us know it wasn't just half a timetable running, that in fact the half that was running was very very much slower than it should have been due to stopping everywhere? If they get their info from FGW website then I guess that explains their lack of useful info too.. Not a good day for the FGW website to crash
I do hope all the FGW staff were able to treat themselves to a very large glass of wine/beer/something else when they got home that night
