Yesterday, I caught the first train from Melksham up to Swindon.
And already tired after duty as a Journey Maker at Swindon, I caught the 11:05 home from Swindon. Not looking to do serious writing / notes, I took up
GWR▸ 's invite to complete their ontrain survey.
Now - prior to comments that may appear critical, I applaud researching of the views of travelling customers. I understand the use, and I understand the need to ask early enough in the journey to give the respondent time to complete. But - just joining and logging on with the train sat in the bay at Swindon, I don't yet have any clue as to how clear on-train announcements are on this journey, nor on whether I'll be interacting with the staff on the train and whether they'll be friendly, smart, too tall, or anything else. Nor how good on-train WiFi will be, whether it will be on time ...
"What facilities did you use at the station - refreshments" ... Yeah, would have loved to after my shift was completed, but they're all closed down at the moment. "When you get to your destination station [already entered] will that be the end of your rail journey, or will you be changing onto another trains". "Are you travelling First Class, Standard Class, or don't know" .... yeah, from the WiFi that's installed in a standard class only turbo. Perhaps some of these are not really being asked for the answers, but to check the validity of the responses so that clearly impossible responses can be rejected? In reality, I suspect a one-size-fits-all survey that is not train, location or answer responsive and relies on the person filling in all the answers to state what could be deduced automatically.
A different point and a wider concern. Here is a screen capture from the survey ...
That suggests to me that the ticket system we have is over-complex - a jaw-dropping list of options, an "other advanced purchase - please write in" box. "Please select one option" when your ticket if (for example) it's groupsave is also going to be peak or off peak, and may be "day" or not.
Standing as Journey Maker at Swindon, I was struck by the number of people approaching the barrier and not knowing which of the devices on the barrier to use go get through - contactless, slot for ticket, ticket reader camera. And felt very sorry (though not withstanding that it may have been a try-on) for the people turned away to wait for the end of the peak - especially the person travelling with cycle, dog and luggage. May have been try-ons, though I suspect that latter was not, based on visit to ticket office to buy an upgrade, and a reluctant decision to then wait. The departure board doesn't help the complexity - the 09:00 to Paddington says "Peak tickets Only are valid", but to my knowledge there's no such thing as a "peak ticket" and it really means "anytime ticket".
A change of tone and direction - and an appreciation of so much more of the passenger metrics. And of the supreme use of a friendly face with a little knowledge around at stations - the role of the customer hosts. Gateline staff at Swindon greatly fill that role, and it's good to see extra folks intermittently there in the lobby. 90% of questions are easy ones - "where's the Paddington train" or equivalent being top of the list. "Where's the bus station" even though it is signposted. If in *any* doubt, especially on a rail matter - refer on to someone who can help - such as "train to Northampton". "Is there a shop on the platform" and an assumption that the enquirer was looking for a coffee, a snack, a magazine - but actually wanted to buy trousers to keep warm.
For the record - an appreciation not just of 90% but of 98% of passengers wearing masks / putting them on as they approached the station. Of the remaining 2%, a quick smile and point to my own mask and "oops - sorry" - especially noted amongst the more senior travellers, who can be reassured with "yes, we've got used to the old way for 20/30/40 year and it's so easy to forget the change". Regrettably, railway contractors and very early travellers seem to number amongst than 2%
An appreciation of the flow from Swindon to school in Stroud for their total adherence to the new rules and general behaviour. Some may be little devils away from the station, but in the station lobby they were a credit to themselves and all those who have helped them become such.
And an appreciation of the Sunflower lanyard scheme. It's described as "Hidden disabilities" and "I need a bit of extra consideration" but has rather morphed into "I don't need a mask" and wearing it saves the embarrassment of friendly-reminding someone who doesn't need reminding. Up to others (thinking
BTP▸ ) to take things further with people not wearing masks, whether or not they need that little bit of extra help.
Disappointing to see only sparse use being made of hand sanitisers, and the number of people using masks to cover mouth but not nose. "Wash you hands time and again" is a great message, somewhat diluted by the number of loos out of use - for example only 1 of two at the nearby Costa where I got a quick fix of coffee and a bacon roll at around 10:30.
And, finally, a big "Thank you" to the staff who made me welcome (and, yes, I know the Journey Makers may have been thrust on them) and to the Journey Maker organiser who followed up after the event to see how the shift had gone, check for any issues, and plan ahead.
