Nightmare journey 6th February

[whole diary]

[Timmer]

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.

[TaplowGreen]

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! 

[Timmer]

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.

[ellendune]

"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^▸ (First Great Western) 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^▸ (Great Western Railway) or NR^» (Network Rail - home page) 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. 

[JayMac]

Highways England uses all the same social media outlets that TOCs^▸ (Train Operating Company) do to communicate about disruption. You can set up email alerts, RSS^▸ (Regional Spatial Strategy) 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^▸ (Great Western Railway) won't be compensating for the weather related disruption the past few days. Goodwill gestures at best.

[IndustryInsider]

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.

[TonyK]

You're right about compensation though. But then again GWR^▸ (Great Western Railway) 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^» (Bristol Temple Meads - next trains). I am truly the architect of my own misfortune.