Information updates when a train gets into difficulties

[whole diary]

[Commuting Bookworm]

Tonight my train from Basingstoke to Reading, skidded through Mortimer, apparently unable to stop. Even though we ended up quite frightened, and not knowing what had happened, the information passed to us from the guard was useless, let alone not reassuring. Sometimes things go wrong, this is life, but why can't staff realise that knowledge is not a power kick and we passangers have a right to just as much as they have! Very disgruntled commuter.

[Chris from Nailsea]

Very sorry to hear of your bad experience on the train this evening, FISHERMANFRED.

On FGW^▸ (First Great Western) live updates, the only reference was,

Line problem between Reading and Basingstoke.
Train services are being disrupted due to a trespass incident between Reading and Basingstoke. Short notice alterations, cancellations and delays of up to 50 minutes can be expected.
Last Updated: 29/10/2010 21:40

Can anyone offer more information on this?

[coachflyer]

Mortimer is a well known area of poor rail conditions. Its a regular place for trains slipping through.

When the wind and rail started this evening it became very treacherous out there for a time. Very easy to get caught out.

I know its no excuse but the guard is not one of Readings finest and am not too surprised at their lack of communication skills.

[SDS]

Thats why I have FGW^▸ (First Great Western) LTV^▸ (London [and] Thames Valley) and HSS^▸ (High Speed Services) controls on speed dial on my phone.
I'll always give them 10mins before I'll go and find out what's going on, and to offer my assistance if so required.

Else ill phone up someone with access to trust and get them to tell me what is going on.

Now why cant they invent Trust on a mobile phone.

[Commuting Bookworm]

Thank you Chris, Coachflyer and SDS pad, for your words. They do help, especially when experiancing a bad journey. I was not aware of the fact Mortimer being so bad, but I will at least stay a bit calmer next time. 

[Fish]

I received a few reports that the information given to passengers was of a poor quality and have reported the fact directly to the Guards Manager at Reading depot.
The driver informed me train may well have had a fault with the sanding mechanism which attempts to provide better adhesion between the rails and wheels and was immediately taken out of service at Reading.  The driver had worked the train forward very cautiously to avoid further problems before the train was able to be inspected.  It is worth pointing out that although this point is notorious for poor adhesion, it is also a potentially alarming situation for the driver!
Its a pity better information was not given to passengers who were understandably concerned.  Unfortunately some people are able to deliver to a higher level of service than others.
The trespassing incident referred to above was a separate thing which occurred later in the evening near Southcote Junction, and led to the cancellation of the 2210 service from Reading.

[Commuting Bookworm]

Fish... I felt for the driver becuase as passengers we knew something had gone wrong, but did not know what. The driver must have been even more scarred becuase he knew the train had a fault, but had to drive back to Reading. I can only compare it to when I have skidded in the car, as the driver its worse I think.

Its not fair that all guards have the same job discription, and pay, but some are just rubbish and others are good. Are they not measured on their performance? I understand that not all passangers are as polite as they should be, and no doubt all guards have bad days, but as paying passangers I do think we derserve a better level of service & information than was offered on Friday night.

Thank you for letting me know what went wrong though, beleive it or not it does help, especially when the journey has to repeated every day.
Regards

[Fish]

Of course you are right, though guards are primarily measured on their ability to safely operate the train, communicate correctly with the driver, knowledge of the line of route and understanding of the railway rule book.  That is not to say customer announcements and service is not covered, but is only a small part.  And what is measured in a simulation exercise can be quite different in reality.
The main way in which a member of staff is likely to be challenged about poor customer service is if a number of similar complaints were made against them (as anyone can be complained about unreasonably by an angry customer in isolation) and this is why I passed the information on the line manager concerned, so if there is a pattern it can be investigated.

[hornbeam]

I travel from Reading to Newbury. I know this time of the year rail conditions are poor and my train took an extra 15mins to get to Reading on Friday as the train just couldn^t get any grip for the whole journey. However, even in summer if there is just a hint of rain the same thing happens. Do all the units have sanders? I guess even a little bit of slipping causes damage, and if a unit has an engine down are they less likely to run it this time of the year? Also are turbos worse than the rest of the fleet? Just interested 

[IndustryInsider]

Turbos are probably as good if not better than other similar units.  They are fitted with both sanding under braking and sanding under traction (the former is automatic when step 2 or more of the brake is selected and the system detects wheelslip, the driver chooses whether to use the latter).

Some other types of unit only have sanding under braking, some still have neither - those are generally not fitted with disc brakes, so the brake pads rubbing against the outer part of the wheel stops most of the problems.

[Commuting Bookworm]

I think the 0707 this morning had the same problem, pulling out of Bramley, though not as sever today. Also not so scary for me becuase I know, thanks to you guys what was going on. But sadly, still not reasuring announcement from the train guard. Perhaps becuase they spend all their working hours on the trains they forget about these little instances causing passangers worry.