Group Travel on route requiring two TOCs

[whole diary]

[PhilWakely]

My good lady wife will be in charge of a party of approximately 25 children and 8 adults that will be undertaking three relatively short rail journeys during the Summer Holidays (Pinhoe to Exmouth; Topsham and Dawlish Warren respectively). These journeys obviously require two TOCs^▸ (Train Operating Company) - SWT^▸ (South West Trains) (Pinhoe to Exeter Central) and FGW^▸ (First Great Western) (onwards).

She is fully aware of the booking procedure (contacting Customer Services), but in the past when she has booked the journeys, the TM^‡(resolve) on the train of the TOC she didn't book through had no knowledge of the large party travelling. I know these are relatively short journeys, but would you expect the booking agent talk to the other TOC to advise them of the large party?

This will be the third year of these excursions - the first ones were booked through SWT and the FGW TM expressed surprise when confronted with the party, whilst last year was booked through FGW and the SWT TM very nearly refused to let them board at Pinhoe on one of the trips.

[ChrisB]

Once booked with one TOC^▸ (Train Operating Company), call the other's customer service team around 48hrs before travel & advise the trains being travelled & party size?

[grahame]

Once booked with one TOC^▸ (Train Operating Company), call the other's customer service team around 48hrs before travel & advise the trains being travelled & party size?

Good idea ... but you shouldn't need to!

[ChrisB]

Oh agreed!

Wouldn't recommend it, but you could book the whole party needing assistance. That way, there is an ability for cross-TOC^▸ (Train Operating Company) comms

[Chris from Nailsea]

A good point, and noting your caveat, ChrisB - thanks! 

To Mrs PhilWakely - we hope this information is of some help to you.  Please do let us know how it actually works out, in due course. 

[PhilWakely]

A good point, and noting your caveat, ChrisB - thanks! 

To Mrs PhilWakely - we hope this information is of some help to you.  Please do let us know how it actually works out, in due course. 

First trip today.  Short one from Pinhoe to Topsham via Exeter Central, 22 children (aged 4-11) with 7 adults......
10:33 PIN to EXC (arr 10:39)
10:53 EXC to TOP (arr 11:05)
-----
15:08 TOP to EXC (arr 15:22)
15:30 EXC to PIN (arr 15:35)

Booked through SWT^▸ (South West Trains), who advised that they would speak to FGW^▸ (First Great Western). We queried the likelihood of getting seats and the response was.....

"No problem....usually fairly quiet service with 6 coaches PIN to EXC. Can't speak for FGW but almost certain to get seats for everybody!"

So, we thought we'd test the system and not speak to FGW.

Reality............... 10:33 SWT service turned up 3 coaches and standing room only. TM^‡(resolve) expressed shock, not expecting a large party and made the comment 'squeeze on if you can!'. FGW service from EXC was relatively quiet and seats available for everybody. TM not unduly worried although not aware of large party.

Return journey - absolutely no problems 

Although SWT did not advise FGW, it wasn't FGW that was the problem. Seems that SWT Customer Services failed to do their bit 

[PhilWakely]

Final trip of the Summer Holidays today - Pinhoe to Exmouth via Exeter Central, 28 children with 8 adults.....
.....
10:33 PIN to EXC (arr 10:39)
10:53 EXC to EXM (arr 11:18)
-----
15:53 EXM to EXC (arr 16:22)
16:29 EXC to PIN (arr 16:35)

No major problem on the outward leg apart from standing room only on the SWT^▸ (South West Trains) service.

However, due to earlier operational problems (I know not what), the two preceding services ex-Exmouth had been cancelled and the 15:53 held at TOP awaiting a delayed EXM bound service meaning that there would be little chance of making the connection with the SWT service at EXC.

I am sure you can imagine that keeping 28 very tired, hyperactive children occupied on a station platform in the rush hour would not have been easy, so I had a chat with the TM^‡(resolve) of the 15:53 ex-EXM service whilst we were being held at TOP. he suggested that there would be only a very slim chance of the SWT service being held at EXC but he would try.

I was really impressed to find that the contact made by the TM with the station staff at EXC and the TM of the SWT service resulted in the SWT service being held at EXC for a couple of minutes, so the connection was made. I have contacted the respective Customer Service Teams to express our appreciation of the service provided!

[Bob_Blakey]

The 'operational problem', AKA^▸ (also known as) utter stupidity & incompetence on the part of a lorry driver, you mention was yet another bridge strike where the Exmouth branch line crosses the B3183 Honiton Road a short distance north of Digby & Sowton.
http://www.exeterexpressandecho.co.uk/Trains-delayed-road-closed-crane-truck-strikes/story-27730847-detail/story.html

[PhilWakely]

I was really impressed to find that the contact made by the TM^‡(resolve) with the station staff at EXC and the TM of the SWT^▸ (South West Trains) service resulted in the SWT service being held at EXC for a couple of minutes, so the connection was made. I have contacted the respective Customer Service Teams to express our appreciation of the service provided!

it would appear that our appreciation was not appreciated 
 

(neither have we received an acknowledgement from SWT!)

[ellendune]

I fear this is what happens when you subcontract what should be a core part of a business. 

[Fourbee]

I had the same message as PhilWakely with pretty much the same timestamp.