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All across the Great Western territory / Meet the Manager / Re: Qn.4 for Mark Hopwood: When things go wrong...
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on: August 06, 2019, 18:34:08
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I appreciate that obtaining taxis can be challenging at remote locations.
What however is not acceptable to the average passenger is when it takes GWR▸ an hour or more to obtain taxis at a station with a queue of empty taxis on the station forecourt.
I have observed this at Taunton, loads of taxis for hire, but of no help to those stranded by a missed connection.
We have no facility to use taxis off the rank unless they are already signed up to our central supplier (CMAC) and we do not keep petty cash at stations for local staff to pay for customers at the start of their journey. I appreciate this is frustrating when customers are waiting at the station. If there are any local taxi companies who wish to sign up to our central supplier, I’d be happy to put them in touch. |
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32
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All across the Great Western territory / Meet the Manager / Re: Qn.3 for Mark Hopwood: Trolley service on IETs
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on: August 06, 2019, 18:31:33
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Whilst GWR▸ have said in effect "no way" regarding buffets, the next operator might be better in this respect.
Unlikely given the DfT» hand in all of this. But maybe I detect an agreement with IndustryInsider that we move on from the comparison with buffets until such a time as a new franchise is on the cards, else the subject risks being staler than a 1970s BR▸ ham sandwich. I agree. We have come so far already and it is important we look to the future and focus on improving the customer experience and the elements that are within our control, such as the trolley. |
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33
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All across the Great Western territory / Meet the Manager / Re: Qn.3 for Mark Hopwood: Trolley service on IETs
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on: August 06, 2019, 18:31:00
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Despite the assurances offered by Mark Hopwood, I am very doubtful indeed about the trolley service being significantly and consistently improved. And then provided reliably in both portions of a train, even on Sundays.
They had a couple of years to recruit staff and make the trolley service work properly, and failed miserably.
We have heard very similar re-assurances before, from a previous meet the manager session on these forums.
Whilst GWR▸ have said in effect "no way" regarding buffets, the next operator might be better in this respect.
We are working through services, reviewing the plan to ensure we have sufficient equipment and staff to run a robust and consistent trolley service. It is taking time but I am confident we can deliver this. |
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34
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All across the Great Western territory / Meet the Manager / Re: Qn.3 for Mark Hopwood: Trolley service on IETs
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on: August 06, 2019, 18:30:21
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Took my wife and daughter up to London yesterday (and hence missed the 'live event') for just their second IET▸ experience. Up on the Golden Hind from Exeter and back on the 19:03.
Their first experience (in both directions) was in a 2x5-car which had a trolley 'in the other unit'. Yesterday, both services were 9-car units and within 10 minutes of joining the train, the rather apologetic call of 'anyone for refreshments' was heard in our carriage. Sadly, neither trolley had hot water available and the selection of food was restricted to packets of crisps and biscuits.
It was extremely good planning to visit Pumpkins before boarding!
Very disappointing to hear that your trip with your wife and daughter was not what it should have been. Helpful to know the services you travelled on so I can investigate. |
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35
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All across the Great Western territory / Meet the Manager / Re: Qn.3 for Mark Hopwood: Trolley service on IETs
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on: August 06, 2019, 18:29:41
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Good to see the question made it to the shortlist - I can only imagine the conspiracy theory accusations that would have been levelled otherwise.
Anyway, no chance of the return of a buffet, and trolley service provision promised to improve in both content and availability. Bacon rolls and filter coffee were being provided from the trolley on my last IET▸ trip.
Let’s keep a watching brief on the trolley situation, but move on from buffet discussions!
Thank you, I agree we should focus on the trolleys and improving this service. Pleased to hear you had a good service last time you travelled on an IET. |
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36
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All across the Great Western territory / Meet the Manager / Re: Qn.3 for Mark Hopwood: Trolley service on IETs
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on: August 06, 2019, 18:28:52
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Whilst I am reassured that steps are being taken to improve the trolley service, why were suitable staff not recruited initially ? The downgrade to trolley catering was known about in plenty of time to recruit staff.
We have had nearly two years of no trolley/static trolley/trolley in other half of the train/trolley hiding in first.
Why not get it right from the beginning?
I think Mark hinted at the reason(s) earlier in the thread I accept the transition has been tougher than we would have liked but progress is being made to solve the issues we face and our new terms and conditions for catering staff is making it easier to cover shifts, especially at weekends. We do not see the introduction of the trolley as a downgrade in the service although I accept that there is work to be done to deliver the service consistently. We are working through the issues and trying to resolve these as quickly as possible. |
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