Train GraphicClick on the map to explore geographics
 
I need help
FAQ
Emergency
About .
Travel & transport from BBC stories as at 04:15 29 Mar 2024
- Bus plunges off South Africa bridge, killing 45
* Easter getaway begins with flood alerts in place
- Easter travel warning as millions set to hit roads
Read about the forum [here].
Register [here] - it's free.
What do I gain from registering? [here]
 02/06/24 - Summer Timetable starts
17/08/24 - Bus to Imber
27/09/25 - 200 years of passenger trains

On this day
29th Mar (1913)
Foundation of National Union or Railwaymen (*)

Train RunningCancelled
07:00 Bedwyn to Newbury
07:22 Newbury to Bedwyn
08:13 Newbury to Bedwyn
08:46 Bedwyn to Newbury
09:54 Bedwyn to Newbury
10:22 Newbury to Bedwyn
11:29 Newbury to Bedwyn
11:57 Bedwyn to Newbury
12:52 Bedwyn to Newbury
Short Run
04:54 Plymouth to London Paddington
05:12 Reading to Bedwyn
05:33 Plymouth to London Paddington
05:55 Plymouth to London Paddington
06:00 Bedwyn to London Paddington
06:37 Plymouth to London Paddington
07:03 London Paddington to Paignton
08:35 Plymouth to London Paddington
10:35 London Paddington to Exeter St Davids
Delayed
21:45 Penzance to London Paddington
23:45 London Paddington to Penzance
05:03 Penzance to London Paddington
06:05 Penzance to London Paddington
07:10 Penzance to London Paddington
08:03 London Paddington to Penzance
08:15 Penzance to London Paddington
09:04 London Paddington to Plymouth
09:37 London Paddington to Paignton
10:04 London Paddington to Penzance
11:03 London Paddington to Plymouth
PollsOpen and recent polls
Closed 2024-03-25 Easter Escape - to where?
Abbreviation pageAcronymns and abbreviations
Stn ComparatorStation Comparator
Rail newsNews Now - live rail news feed
Site Style 1 2 3 4
Next departures • Bristol Temple MeadsBath SpaChippenhamSwindonDidcot ParkwayReadingLondon PaddingtonMelksham
Exeter St DavidsTauntonWestburyTrowbridgeBristol ParkwayCardiff CentralOxfordCheltenham SpaBirmingham New Street
March 29, 2024, 04:34:14 *
Welcome, Guest. Please login or register.

Login with username, password and session length
Forgotten your username or password? - get a reminder
Most recently liked subjects
[98] West Wiltshire Bus Changes April 2024
[97] would you like your own LIVE train station departure board?
[86] Return of the BRUTE?
[74] Infrastructure problems in Thames Valley causing disruption el...
[53] If not HS2 to Manchester, how will traffic be carried?
[23] Reversing Beeching - bring heritage and freight lines into the...
 
News: A forum for passengers ... with input from rail professionals welcomed too
 
   Home   Help Search Calendar Login Register  
Pages: [1] 2 3
  Print  
Author Topic: INACCURATE FGW CUSTOMER INFO and - FAILURE OF SWT'S WOKINGHAM DUTY MANAGER  (Read 15138 times)
bigdaz
Guest
« on: September 24, 2010, 19:22:16 »

Herewith lies a story:

My wife's colleague, a 23 year old girl, was returning last night from her graduation at Plymouth.  She looked to make her connection at Reading into the Gatwick Airport service on the North Downs line.  Now despite most of us knowing from 19H00 that trains were not running due to the lightning strike, she was assured at 22h15 that waiting on 4a/b there would soon be the Gatwick Airport service.  Eventually she was told there was a bustitution!  She made her way to the front of the station, and by now her telephone was flat and she had no money on her.  [It is also worth pointing out that she had only 6 weeks previously left home in Wales and moved to start work in Farnborough.  Hence her geography was not very good.]

On boarding the bus, she was told it was going to Guildford only, but would be stopping at Farnborough.

At 23h00 the bus arrived at Wokingham where upon the driver announced he wasn't doing any more that day and ordered all passengers OFF the buses.  Desperate and without money and no mobile phone, she approached the duty staff at Wokingham station.  Who... completely ignored her, refused to speak to her, slammed the door in her face and wouldn't answer her knocking.

She didn't have a clue in the rain at 23h00 where Wokingham was and couldn't contact anyone.  It was down to the ingenuity of her friends who repeatedly tried to contact FGW (First Great Western) customer services and eventually traced the supposed route of the bus and found her crying in a heap in the Wokingham car park at 00h45!!

Now, how would this inspire ANYONE to travel by rail.
Logged
Phil
Global Moderator
Hero Member
*****
Posts: 2042



View Profile
« Reply #1 on: September 24, 2010, 19:40:57 »

That's absolutely shocking. I can't even imagine another side to it, as is so often the case with these things. Quite frankly, this is one of the rare occasions I think I'd go to the press with the story and generate as much publicity as I could in order to hopefully prevent anything similar happening again.
Logged
JayMac
Data Manager
Hero Member
******
Posts: 18894



View Profile
« Reply #2 on: September 24, 2010, 19:43:51 »

A truly major fupp up by all parties. I'm shocked that such treatment can be given to a fare paying passenger. Some butts need to be seriously kicked.

I trust complaints have been laid at the door of SWT (South West Trains), FGW (First Great Western) and so on. It can be a double edged sword but maybe involve the media as well.
Logged

"Build a man a fire and he'll be warm for the rest of the day. Set a man on fire and he'll be warm for the rest of his life."

- Sir Terry Pratchett.
devon_metro
Hero Member
*****
Posts: 5175



View Profile
« Reply #3 on: September 24, 2010, 19:47:51 »

Sounds like a cowboy coach company to me! There are plenty about.
Logged
bigdaz
Guest
« Reply #4 on: September 24, 2010, 20:01:35 »

Have just heard she's been awarded ^170 in rail vouchers a compensation.  I looked up and saw that was about double the SVR fare.  It's going to be in vouchers though!
Logged
Chris from Nailsea
Administrator
Hero Member
*****
Posts: 17865


I am not railway staff


View Profile Email
« Reply #5 on: September 24, 2010, 20:05:10 »

In which case, it may be worth writing a polite but firm reply, pointing out that, in view of her bad experience, she is unlikely to travel by train again, and asking for a cheque instead of vouchers.
Logged

William Huskisson MP (Member of Parliament) was the first person to be killed by a train while crossing the tracks, in 1830.  Many more have died in the same way since then.  Don't take a chance: stop, look, listen.

"Level crossings are safe, unless they are used in an unsafe manner."  Discuss.
JayMac
Data Manager
Hero Member
******
Posts: 18894



View Profile
« Reply #6 on: September 24, 2010, 20:09:11 »

Despite the compo, I'd still suggest approaching the media. The prompt payout may be an attempt by the TOC (Train Operating Company) to try and nip the story in the bud.

If it's FGW (First Great Western) offering the payout, then the actions of SWTs (South West Trains)' staff at Wokingham still need to be addressed. If the payout will be from SWT then FGW's failure to get her to her destination needs addressing.
Logged

"Build a man a fire and he'll be warm for the rest of the day. Set a man on fire and he'll be warm for the rest of his life."

- Sir Terry Pratchett.
Phil
Global Moderator
Hero Member
*****
Posts: 2042



View Profile
« Reply #7 on: September 24, 2010, 20:47:56 »

In which case, it may be worth writing a polite but firm reply, pointing out that, in view of her bad experience, she is unlikely to travel by train again, and asking for a cheque instead of vouchers.

Can I just say that's an EXCELLENT suggestion. Well said, that man!
Logged
Chris from Nailsea
Administrator
Hero Member
*****
Posts: 17865


I am not railway staff


View Profile Email
« Reply #8 on: September 24, 2010, 20:53:34 »

 Embarrassed
Logged

William Huskisson MP (Member of Parliament) was the first person to be killed by a train while crossing the tracks, in 1830.  Many more have died in the same way since then.  Don't take a chance: stop, look, listen.

"Level crossings are safe, unless they are used in an unsafe manner."  Discuss.
bigdaz
Guest
« Reply #9 on: September 24, 2010, 20:56:05 »

Chris is, after all, a man of few words....but those used are always well chosen.   Cheesy 
Logged
Chris from Nailsea
Administrator
Hero Member
*****
Posts: 17865


I am not railway staff


View Profile Email
« Reply #10 on: September 24, 2010, 20:58:49 »

 Embarrassed Embarrassed Embarrassed
Logged

William Huskisson MP (Member of Parliament) was the first person to be killed by a train while crossing the tracks, in 1830.  Many more have died in the same way since then.  Don't take a chance: stop, look, listen.

"Level crossings are safe, unless they are used in an unsafe manner."  Discuss.
SDS
Hero Member
*****
Posts: 772


Badgerline


View Profile
« Reply #11 on: September 24, 2010, 21:37:37 »

Defo send a letter back saying that the vouchers are useless. I wouldn't want to travel by rail after that experience regardless if its free or not.

If my staff did that during my watch, I would kick some serious **** into them. (I might even leave them in the middle of pewsey station with no money and no phone, oh wait......).

Send letters to both of the MD's.
Mark Hopwood
First Greater Western Limited
Milford House
1 Milford Street
Swindon
SN1 1HL

And
Andy Pitt
South West Trains
Friars Bridge Court
41-45 Blackfriars Road
London
SE1 8NZ
Logged

I do not work for FGW (First Great Western) and posts should not be assumed and do not imply they are statements, unless explicitly stated that they are, from any TOC (Train Operating Company) including First Great Western.
Ollie
Data Manager
Hero Member
******
Posts: 2302


View Profile
« Reply #12 on: September 24, 2010, 23:21:13 »

It's obviously gone very wrong for this person.

From checking, the 22:34 Reading - Gatwick left Reading 43 late and the 23:34 left Reading 19 late - so I cannot understand how she did not get on one of these trains.

Glad she is getting compo though, surprisingly quick.

Do press SWT (South West Trains) regarding the staff issue at Wokingham, however it's unlikely there would have been a manager on shift at Wokingham - it doesn't have Duty Managers - was probably an unfortunate under pressure member of platform staff.
Logged
Chris from Nailsea
Administrator
Hero Member
*****
Posts: 17865


I am not railway staff


View Profile Email
« Reply #13 on: September 24, 2010, 23:23:13 »

Thanks very much for that honest assessment of the situation, Ollie.  Lips sealed
Logged

William Huskisson MP (Member of Parliament) was the first person to be killed by a train while crossing the tracks, in 1830.  Many more have died in the same way since then.  Don't take a chance: stop, look, listen.

"Level crossings are safe, unless they are used in an unsafe manner."  Discuss.
JayMac
Data Manager
Hero Member
******
Posts: 18894



View Profile
« Reply #14 on: September 24, 2010, 23:54:31 »

From checking, the 22:34 Reading - Gatwick left Reading 43 late and the 23:34 left Reading 19 late - so I cannot understand how she did not get on one of these trains.

Well, if the OP (Original Poster / topic starter) is an accurate account of what happened, then we have the scenario of an infrequent user of Reading Station being given advice from a staff member to board a rail-replacement bus. A bus that, as it turned out, wasn't going to her destination.

Most of us here on the forum have the tools and nous at our disposal to check and double check information given to us. It's the less frequent users of the rail network that can end up somewhere other than their destination.
Logged

"Build a man a fire and he'll be warm for the rest of the day. Set a man on fire and he'll be warm for the rest of his life."

- Sir Terry Pratchett.
Do you have something you would like to add to this thread, or would you like to raise a new question at the Coffee Shop? Please [register] (it is free) if you have not done so before, or login (at the top of this page) if you already have an account - we would love to read what you have to say!

You can find out more about how this forum works [here] - that will link you to a copy of the forum agreement that you can read before you join, and tell you very much more about how we operate. We are an independent forum, provided and run by customers of Great Western Railway, for customers of Great Western Railway and we welcome railway professionals as members too, in either a personal or official capacity. Views expressed in posts are not necessarily the views of the operators of the forum.

As well as posting messages onto existing threads, and starting new subjects, members can communicate with each other through personal messages if they wish. And once members have made a certain number of posts, they will automatically be admitted to the "frequent posters club", where subjects not-for-public-domain are discussed; anything from the occasional rant to meetups we may be having ...

 
Pages: [1] 2 3
  Print  
 
Jump to:  

Powered by MySQL Powered by PHP Powered by SMF 1.1.2 | SMF © 2006-2007, Simple Machines LLC Valid XHTML 1.0! Valid CSS!
This forum is provided by customers of Great Western Railway (formerly First Great Western), and the views expressed are those of the individual posters concerned. Visit www.gwr.com for the official Great Western Railway website. Please contact the administrators of this site if you feel that the content provided by one of our posters contravenes our posting rules (email link to report). Forum hosted by Well House Consultants

Jump to top of pageJump to Forum Home Page