GWR Delay Repay

[whole diary]

[bobm]

Wasn't it about now that GWR^▸ (Great Western Railway) were required to move to Delay Repay under their franchise agreement?

[brizzlechris]

Yes, sort of.

The Franchise Agreement (https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/486668/red-fgw-franchise-agreement.pdf) says:

4.8 Co-operation in respect of implementation of delay repay

The Secretary of State and the Franchisee shall co-operate in good faith with the intention of implementing a revised Passenger’s Charter including “delay repay” passenger compensation provisions (or such other passenger compensation provisions as may be proposed by the Secretary of State) on or before the first anniversary of the Start Date. It is intended that any revised Passenger’s Charter shall be implemented by way of Variation pursuant to paragraph 1 of Schedule 9.5 (Variations and Incentivising Beneficial Change).

As per the Definitions in the Franchise Agreement:

“Start Date” means 02.00 on 20 September 2015;

So it looks like it was far from guaranteed as long as GWR^▸ (Great Western Railway) showed the "intention" and "good faith".

Looks like they've had a few questions regarding this on Twitter too...

Hi Ben, this was reviewed and Delay Repay won't be implemented under the current franchise. -Andy

https://twitter.com/GWRHelp/status/772873751683817472

This was reviewed and delay repay will not be introduced under the current franchise. -Andy

https://twitter.com/GWRHelp/status/773602967790518273

I am sorry you're unhappy with this. Our agreement with DfT^» (Department for Transport - about) doesn't currently require us to have Delay Repay. -Ollie

https://twitter.com/GWRHelp/status/773606446873403393

Quite how their "good faith" means saying no at this moment and writing it off as a possibility before the current franchise expiry are compatible, I'm not too sure. That third tweet response also looks a little close to distorting the wording of the Franchise Agreement...

[ChrisB]

It could still happen then....20th is this Tuesday

[brizzlechris]

It could still happen then....20th is this Tuesday

My late edit (I was a bit trigger happy with posting before I was finished) would suggest that isn't happening.

[TaplowGreen]

Is there anything worse than an organisation which responds to dissatisfaction by saying "We're sorry you feel this way" or "we're sorry you're unhappy with this" - in other words "We don't agree with you, and/or we're not going to do anything about it"- it's an unfortunate habit on the Twitter feed whenever anyone expresses displeasure.

It's a customer service "technique" to close down a conversation that most good organisations grew out of years ago.....

[ChrisB]

So how would you answer it, TG? While remaining true to the company's decision, obviously.

Maybe the DfT^» (Department for Transport - about) didn't like the plan from GWR^▸ (Great Western Railway), for whatever their reason. Doesn't necessarily mean GWR didn't offer it to the DfT. the high numbers of high-level failures not caused directly by GWR might have needed subsidy to dnsure they weren't out of pocket, for instance?

[TaplowGreen]

Not specifically about delay/repay, just a general point.

Just explain the decision - you can't apologise sincerely for the way someone else is feeling unless you intend to do something about it.

A good example - I've seen responses to people expressing dissatisfaction about long journeys being ruined by extreme and dangerous overcrowding prefixed with "I'm sorry you feel that way" - it's patronising and just gets peoples backs up.

[NickB]

I have to agree with TG here having received several 'I'm sorry that you feel that way..' responses from FGW^▸ (First Great Western) over the years - although mine were in letter form rather than Twitter.

What would I say instead? How about "GWR^▸ (Great Western Railway) took this decision because of X and Y. If you wish to you can complain to A B or C."
Make it practical rather and factual - the people that are writing in are doing so because they have an interest and clearly have some knowledge and expectation or change.

As for the decision itself, it doesn't surprise me. The only thing that does surprise me is that the DfT^» (Department for Transport - about) left the gate wide open.

[LiskeardRich]

Is there anything worse than an organisation which responds to dissatisfaction by saying "We're sorry you feel this way" or "we're sorry you're unhappy with this" - in other words "We don't agree with you, and/or we're not going to do anything about it"- it's an unfortunate habit on the Twitter feed whenever anyone expresses displeasure.

It's a customer service "technique" to close down a conversation that most good organisations grew out of years ago.....

It's a way of apologising without admitting if your wrong or not. Most front line staff won't know if their company is at fault or not, and unless the issue is obvious then it's better than no apology.

[The Tall Controller]

It works both ways. Some feel it's patronising others will think you're being rude unless you apologise. Everyone's different.

[ChrisB]

It's also a question of training /supplying a never-ending supply of specific answers to their customer service folks (who might not even work for the TOC^▸ (Train Operating Company))

[IndustryInsider]

I think the main issue here, is the extremely disappointing news that GWR^▸ (Great Western Railway) have managed to wriggle out of providing the much fairer delay repay scheme for the next few years.

[ChrisB]

I think you're being slightly unfair, and you're complaint ought (as is often the case) be fired at the DfT^» (Department for Transport - about) for allowing such wordage in the franchise document. It is entirely possible that GWR^▸ (Great Western Railway) carried out its contractual requirement.

[IndustryInsider]

By using the word 'wriggle' I certainly wasn't removing the DfT^» (Department for Transport - about) from the blame.  The fact they were allowed to wriggle in the first place is no doubt partly due to the wording of that clause.  Had it been more specific there would have been no opportunity to wriggle.

One wonders what has gone on behind the seams?  FOI^▸ (Freedom of Information) request anyone?

[ChrisB]

well volunteered, Sir!