INACCURATE FGW CUSTOMER INFO and - FAILURE OF SWT'S WOKINGHAM DUTY MANAGER

[whole diary]

[Ollie]

To clarify I meant why she didn't board at Wokingham rather than Reading..

[Ollie]

And sorry for the double post.

But I need to point out as perhaps I look unsympathetic with my posts - but I feel the need to stress that I do sympathise with her - and can appreciate it's not easy for those new to an area. And despite bignosemac pointing out - I do realise not everyone has the appropriate tools to use.

End.

[JayMac]

To clarify I meant why she didn't board at Wokingham rather than Reading..

Ah yes, that could make sense.

BUT is it not possible that CIS^▸ (Customer Information System) and staff on the ground were not updated at that particular moment. If a staff member at RDG^▸ (Rail Delivery Group, or Reading station, depending on context) mistakenly directed her to a RR bus, then I imagine it's possible that the staff at Wokingham had not been updated. From what I can see on Live Departures, no FGW^▸ (First Great Western) units had travelled toward Reading through Wokingham since the lightning strike, so maybe the WKM staff were unaware that there was a FGW unit sat on 4B at Reading waiting to go (as it did at 2320) after the line reopened.

Arriving at WKM as she did at 2300 was still half an hour before the service to Dorking called. Now I would've stayed on the station, but she chose to sit in the car park and may not have been aware (or made aware) of the FGW services that did call at WKM prior to her being collected at 0045.

I'm speculating as to reasons - in these cases it is usually a series of small errors made by all parties that contribute to the massive cock-up.

[Ollie]

Makes me wonder where she actually went, seeing as Car Park is right next to the Platform the Gatwick train would have departed from. Unless she just went to the very back of the car park.

I'm not faulting her though - obviously confusion causes us to do things we wouldn't normally.

Despite the lack of help from the staff member at Wokingham, there are help points about, and a taxi rank outside with nice drivers from my experience who would have probably helped her.

Not forgetting the Pub right next to the station which would have been open.

The other question I ask is what happened to the other passengers? Or was she the only person on the coach..?

I ask questions so we can get the full story, not because I'm trying to defend any company.

[Chris from Nailsea]

No, that's fair comment, Ollie.

However: a young female, travelling alone, finding herself in an unfamiliar location, with her mobile phone battery flat and having run out of cash, may very well have felt disinclined to approach a taxi rank, or enter a pub?

Hopefully, bigdaz can update us on this story, in due course.

Chris. 

[Ollie]

having run out of cash

Pub has a cash machine too..

And doorman - so shouldn't feel threatened by it, but can see why in a unfamiliar place can feel isolated.

[SDS]

having run out of cash

Pub has a cash machine too..

And doorman - so shouldn't feel threatened by it, but can see why in a unfamiliar place can feel isolated.

I feel threatened when I go into certain other stations messrooms. Esp drivers accommodation!!!!!

[JayMac]

Running out of cash can also mean nothing left in the bank. I've been potless many times on a journey home, (return ticket already bought - before you ask/assume!) particularly in my late teens/early twenties.

[Ollie]

Running out of cash can also mean nothing left in the bank.

True - I was just pointing it out, perhaps it's useful for reference when anyone else may find themselves at Wokingham needing some money, or a pint whilst waiting for a train?

[Mookiemoo]

Running out of cash can also mean nothing left in the bank.

True - I was just pointing it out, perhaps it's useful for reference when anyone else may find themselves at Wokingham needing some money, or a pint whilst waiting for a train?

Atually that us useful since I've has many a cab from office to Wokingham diverting through town so I can get cash!

[bigdaz]

rriving at WKM as she did at 2300 was still half an hour before the service to Dorking called. Now I would've stayed on the station, but she chose to sit in the car park and may not have been aware (or made aware) of the FGW^▸ (First Great Western) services that did call at WKM prior to her being collected at 0045.

Ollie - the Wokingham staff refused to speak to her.

At Reading Station FGW staff said the coach / bus was stopping all stations to Guildford - it was the coach driver who apparently said he felt he'd working long enough that day and wasn't working beyond Wokingham. 

To clarify I meant why she didn't board at Wokingham rather than Reading..

She was returning from Plymouth to FNN.  She had NEVER done the trip in her life before - had NEVER heard of Wokingham and therefore would NEVER have realised where services went from Wokingham.  And since the Wokingham staff wouldn't talk to her, then she could have been in Outer Mongolia for all she knew.

As for running out of cash - she thought the rail replacement was going to get her home and she wouldn't need any further money!! 

[dog box]

interesting one.....looks as if to me the coach company /driver failed to provide what it was contracted to do do because the driver felt he had done enough although what happened to all the other passengers

[readytostart]

interesting one.....looks as if to me the coach company /driver failed to provide what it was contracted to do do because the driver felt he had done enough although what happened to all the other passengers

Or the driver was up to his maximum hours for the day (I am assuming that he/she hadn't just been sat about waiting for the rail system to collapse) and legally couldn't drive any more. Just because someone maybe isn't the best of communicators doesn't mean they are evil passenger haters!

[Ollie]

interesting one.....looks as if to me the coach company /driver failed to provide what it was contracted to do do because the driver felt he had done enough although what happened to all the other passengers

Or the driver was up to his maximum hours for the day (I am assuming that he/she hadn't just been sat about waiting for the rail system to collapse) and legally couldn't drive any more. Just because someone maybe isn't the best of communicators doesn't mean they are evil passenger haters!

It is still a failing of the coach company though if they didn't arrange a replacement coach/driver.

[Ollie]

Atually that us useful since I've has many a cab from office to Wokingham diverting through town so I can get cash!

If you getting your cab to J&J I would suggest you go via Tesco - so not through town. Might add on a quid to taxi fare if you have a bit of a wait at cash point - last time I was there they had 2.

The cash machine in the pub is one of those last resort ones - that charges you for your own money.