Great Western Coffee Shop

Journey by Journey => London to Reading => Topic started by: TaplowGreen on September 30, 2017, 19:47:54



Title: Taplow Station
Post by: TaplowGreen on September 30, 2017, 19:47:54
Taplow station, until recently managed by the admirable Ted, has now been mostly closed every day for the last month or two. He generally made sure that the TVM was working too.

After a number of weeks of the ticket office being virtually constantly closed, GWR are now saying that they "don't have a date as of yet" when it will be reopened - along with a TVM that is virtually constantly broken.

This is yet another demonstration of GWRs attitude to its customers.


Title: Re: Taplow Station
Post by: Electric train on October 01, 2017, 07:59:39
Taplow station, until recently managed by the admirable Ted, has now been mostly closed every day for the last month or two. He generally made sure that the TVM was working too.

After a number of weeks of the ticket office being virtually constantly closed, GWR are now saying that they "don't have a date as of yet" when it will be reopened - along with a TVM that is virtually constantly broken.

This is yet another demonstration of GWRs attitude to its customers.


GWR will be handing the operation of the station to TfL in the not too distant future, perhaps that is tainting their enthusiasm, the TVM will almost certainly be replaced by TfL and its difficult to recruit staff when you have to inform a potential candidate "oh by the way you'll be transferred to TfL in x months"


Title: Re: Taplow Station
Post by: ChrisB on October 01, 2017, 08:23:53
And that reason may be why Ted retired/left?


Title: Re: Taplow Station
Post by: TaplowGreen on October 01, 2017, 09:02:13
Speculation is always interesting but the fact is that GWR are accountable for this station's operation. Taplow is not the only smaller station regularly suffering in this way.

If GWR, for whatever reason, is indeed unable to recruit a permanent member of staff, then the logical next step is to recruit and train someone on a temporary contract to fill the role - again it's a concept that most businesses seem to grasp, along with customer service.

Right now it's just another indicator of GWR being a business on the slide.


Title: Re: Taplow Station
Post by: IndustryInsider on October 01, 2017, 09:37:06
Some of the stations, Ealing and the like, transfer over to TfL Rail in a couple of months -out as far as Southall I think.  Not sure about the remainder as it's still over two years until GWR will stop having 100% of services which call at places further west like Taplow.


Title: Re: Taplow Station
Post by: TaplowGreen on November 04, 2017, 09:12:57
Still ongoing - months now - thought this exchange with GWR "Help" Twitter may be of interest as an example of GWRs attitude to Customer Service......note particularly the "feedback" issue  ::)

GWR - Hi Neil. I'm afraid we've had problems covering long term sickness at Taplow. We are trying to cover with the help of other stations in the area but this isn't always possible.

TG - Then the obvious answer is to recruit more staff. Right now customers at Taplow are unable to renew season tickets, access the waiting room, toilets etc, and this has been going on for weeks if not months - you need to consider the needs of customers at Taplow and other smaller stations who are experiencing the same problem. Please don't just say "I'll log your feedback" unless you're going to do something constructive about it. Some of the cost of our season tickets must contribute to these services and right now we are not getting value for money. If advertised facilities are not being provided then this should be reflected in ticket prices.

GWR - We have recorded your feedback to the station manager.

- Incidentally not sure if he reads this, but if so, Get well soon Ted.


Title: Re: Taplow Station
Post by: TaplowGreen on November 27, 2017, 06:08:17
As well as Taplow this morning the following ticket offices are also closed - Acton Main Line, Hayes and Harlington, Hanwell and Iver.

Are GWR giving up on LTV ticket offices?


Title: Re: Taplow Station
Post by: Timmer on November 27, 2017, 07:58:35
Are GWR giving up on LTV ticket offices?
Giving up on revenue as well.


Title: Re: Taplow Station
Post by: ellendune on November 27, 2017, 08:04:34
As well as Taplow this morning the following ticket offices are also closed - Acton Main Line, Hayes and Harlington, Hanwell and Iver.

Are GWR giving up on LTV ticket offices?

When are they due to hand them over to TfL? Not really practical to take on staff if they will be TUPE'd very soon.  So if there are vacancies they will go unfilled till TfL take over. 


Title: Re: Taplow Station
Post by: TaplowGreen on November 27, 2017, 21:18:51
Are GWR giving up on LTV ticket offices?
Giving up on revenue as well.

It provided the predictable fun & games on the Paddington Gateline this morning when loads of people arrived from the stations concerned without tickets.....the GWR grunt I observed, who clearly had been away on the day of Customer service training, refused to accept what he was being told about closed ticket offices and as a result a huge queue built up.


Title: Re: Taplow Station
Post by: TaplowGreen on November 28, 2017, 20:59:35
Today (as well as Taplow of course!), Langley, Iver, West Drayton, Hayes & Harlington & Southall ticket offices all closed....pretty much no chance of buying a ticket from a human  between Slough & Ealing......what is going on?


Title: Re: Taplow Station
Post by: IndustryInsider on November 28, 2017, 22:28:52
Have you tried emailing Mark Hopwood or asking the twitter team?


Title: Re: Taplow Station
Post by: stuving on November 28, 2017, 22:51:29
As well as Taplow this morning the following ticket offices are also closed - Acton Main Line, Hayes and Harlington, Hanwell and Iver.

Are GWR giving up on LTV ticket offices?

When are they due to hand them over to TfL? Not really practical to take on staff if they will be TUPE'd very soon.  So if there are vacancies they will go unfilled till TfL take over. 

10th December. (See http://www.firstgreatwestern.info/coffeeshop/index.php?topic=18970.msg225139#msg225139 (http://www.firstgreatwestern.info/coffeeshop/index.php?topic=18970.msg225139#msg225139).)


Title: Re: Taplow Station
Post by: IndustryInsider on November 28, 2017, 22:55:52
Agreed re vacancies, though that seems a rather sudden and spectacular shortfall?


Title: Re: Taplow Station
Post by: TaplowGreen on November 29, 2017, 09:24:14
Have you tried emailing Mark Hopwood or asking the twitter team?

Response from GWR Twitter "I don't have the reason for this, I'll record your feedback" - pathetic.


Title: Re: Taplow Station
Post by: ChrisB on November 29, 2017, 09:32:02
Those TUPEing to TfL are possibly away on training ready for Dec 10th?


Title: Re: Taplow Station
Post by: stuving on November 29, 2017, 09:35:50
Those TUPEing to TfL are possibly away on training ready for Dec 10th?

I wondered that. Then I thought: "what exactly will change in the job on day 1?"


Title: Re: Taplow Station
Post by: ChrisB on November 29, 2017, 09:55:02
new ticket machine?.....


Title: Re: Taplow Station
Post by: Surrey 455 on November 29, 2017, 21:58:51
new ticket machine?.....

I would hope that you will still be able to buy tickets to National Rail destinations and not just Crossrail and underground tickets. I don't think London Underground machines can do that. Can London Overground and TfL Rail?


Title: Re: Taplow Station
Post by: TaplowGreen on November 30, 2017, 18:41:04
Have you tried emailing Mark Hopwood or asking the twitter team?

Response from GWR Twitter "I don't have the reason for this, I'll record your feedback" - pathetic.


A very insightful update today (with a similar number of ticket offices closed) "Staff cover is an issue"


Title: Re: Taplow Station
Post by: Timmer on November 30, 2017, 19:36:31
An improvement on ‘I don’t have a reason for this’ I guess.


Title: Re: Taplow Station
Post by: IndustryInsider on December 14, 2017, 14:39:03
What's the situation like now MTR Crossrail have taken over management?


Title: Re: Taplow Station
Post by: TaplowGreen on December 14, 2017, 17:22:18
What's the situation like now MTR Crossrail have taken over management?

I walked past today and there was a chap sitting in the waiting room/ticket office and all the lights were on so I'd say it was open - at last!


Title: Re: Taplow Station
Post by: IndustryInsider on December 14, 2017, 17:30:38
Hopefully he was selling tickets and not just ‘staffing’ the station?


Title: Re: Taplow Station
Post by: TaplowGreen on December 14, 2017, 17:35:09
Hopefully he was selling tickets and not just ‘staffing’ the station?

Ah no it was a customer sitting in the ticket office - I was walking past and noticed the lights were on and spotted him......but I assume there was someone behind the glass too - hopefully a TUPE'd Ted if he's recovered.


Title: Re: Taplow Station
Post by: TaplowGreen on December 15, 2017, 16:44:24
Hopefully he was selling tickets and not just ‘staffing’ the station?

Ah no it was a customer sitting in the ticket office - I was walking past and noticed the lights were on and spotted him......but I assume there was someone behind the glass too - hopefully a TUPE'd Ted if he's recovered.

Went past today and popped in, yes there is a TfL (I think?) bod in there so it seems it's up and running again after several months with virtually no service - new TVM too...............all we need now is the lovely old footbridge to be reinstated which must be due about now?


Title: Re: Taplow Station
Post by: eightf48544 on December 15, 2017, 17:04:18
Don't hold your breath too long re the footbridge. It seems as if the DfT Network rail and TFL are arguing over who does what. TFL only want build a two lift bridge (see post re contracts)  between 3&4 which leaves how is the South Side to be served?.


Title: Re: Taplow Station
Post by: Electric train on December 16, 2017, 08:34:58
Don't hold your breath too long re the footbridge. It seems as if the DfT Network rail and TFL are arguing over who does what. TFL only want build a two lift bridge (see post re contracts)  between 3&4 which leaves how is the South Side to be served?.

I suspects its not who will do it, its just finding the additional funding which I suspect will be agreed reasonably quickly.  It will take a little extra time to select an option and complete the redesign

What's the situation like now MTR Crossrail have taken over management?

New station name signs, running in boards oh an freshly painted lamp posts ..............................

So yes a massive improvement  ;D


Title: Re: Taplow Station
Post by: IndustryInsider on December 17, 2017, 10:54:59
This press release answers my questions regarding station staffing.

https://tfl.gov.uk/info-for/media/press-releases/2017/december/step-free-access-at-more-stations-as-the-elizabeth-line-moves-closer

Staffing wise, there is now 'first to last service' coverage out as far as Hayes & Harlington, but West Drayton, Iver, Langley, Burnham and Taplow won't get the same coverage until December 2019, so will remain as they were until then.


Title: Re: Taplow Station
Post by: TaplowGreen on December 17, 2017, 13:29:42
This press release answers my questions regarding station staffing.

https://tfl.gov.uk/info-for/media/press-releases/2017/december/step-free-access-at-more-stations-as-the-elizabeth-line-moves-closer

Staffing wise, there is now 'first to last service' coverage out as far as Hayes & Harlington, but West Drayton, Iver, Langley, Burnham and Taplow won't get the same coverage until December 2019, so will remain as they were until then.

0630-1300 will probably suffice......all we need now is a Sunday service!


Title: Re: Taplow Station
Post by: IndustryInsider on December 17, 2017, 15:37:02
I would probably expect the Sunday service to commence with the launch of Elizabeth Line services, and all day staffing from the same time, but doubt the ticket office will last long after.



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