Uncontrolled chaos at Reading Station

[whole diary]

[Pedros]

Last night was a very unpleasant experience at Reading Station.  As you may know, there were severe delays on the Reading- Waterloo lines yesterday after a tree fell between Wokingham and Bracknell.  I came into Reading on the delayed Guildford train (40mins down) which was full to bursting having stopped additionally at Winnersh, Winnersh Triangle and Earley to pick up very wet and blown about pax^▸ (passengers).  However, once we arrived at Reading, we could barely even get off the train because of the number of people on platforms 4a &4b.  I was on the first carriage, at the first set of doors and it took me at least 5 minutes to even get off the platform due to the crowds.  The staff had shut the gate at 4a to prevent people getting on the platform, but the concourse outside the platforms was utterly rammed as well.  It was really uncomfortable and actually felt quite dangerous. 

My question/ grumble is, where was the management to support their staff?  I felt really sorry for the 2 frontline staff at 4a & 4b as they were clearly trying their hardest, but it really needed someone to take charge and offer some leadership.  I was speaking to a train dispatcher on platform 4 (apologies if not correct term) and he was saying "there are lots of people, where would they go?" and I understood his point completely.  However, I do feel as though if someone was there to take charge, it may have helped the situation (rather than every man/woman for themselves)  Do they have a responsibility?

I also hope everyone got home safely and without too much of a delay

[ChrisB]

I'm taking this up with FGW^▸ (First Great Western)....

[mjones]

Yes, I think I was on the same train. Maybe even the same door! I quite agree with your comments about the two members of staff being stuck there trying to manage the situation. It felt very bad, I couldn't understand why the gate to the main concourse next to the overbridge wasn't used to take alighting passengers safely out the way without everyone having to squeeze through the huge crush of people waiting behind the 4a gate.

[Ollie]

Could be just not enough staff to assist. 4a and b usually has one member of staff from my observations. And as you say the station was particularly busy, it's a tricky situation, where would you propose that people wait if the concourse was already full? Outside in the rain?

[hornbeam]

Ive noticed a few times when services are badly delayed that the gates are left open at Reading- guessing the staff are used to help elsewhere. not sure how thet could of helped this time?

   As you say I feel for the staff (not often i'll say that!)

My partner was effected by this (there were delays between Waterloo and Egham as well) and as usual the lack of infomation to passengers was to the usual standard. Its all well and good having an electronic voice at every station but when the same old c**p is repeated everytime it makes the situation worse. Still makes a change from the trains breaking down (thats what you get for taking a bargin lease on them!)