Reinvest, reinvest, reinvest or better still communicate, communicate,
communicate.
I only travel on a monthly season ticket, but I still pay £2,000 a year. Where does that money go? Certainly not on the signals, which have seen two faults in two working days. Or on train improvements, where faults develop at an alarming rate. Even better is the staffing - where trains are cancelled as they are waiting for a staff member. Probably the staff is late because of another delayed trains.
I only travel on a monthly season ticket, but I still pay £2,000 a year. Where does that money go? Certainly not on the signals, which have seen two faults in two working days. Or on train improvements, where faults develop at an alarming rate. Even better is the staffing - where trains are cancelled as they are waiting for a staff member. Probably the staff is late because of another delayed trains.
It is a given nowadays that the train is delayed or
cancelled. It is to be expected like the sun is expected to rise. There is
probably more chance of the sun not rising, and the trains being delayed.
"We regret to inform you that this train will terminate at nowhere because
there is no sun."
What do the commuters get for this? A measly lump sum of, in
my case, £2.40. Hey big spender. £2.40, that barely gets me to end of the
platform with the ticket costs these days. Sorry for making you late to work,
again, maybe you can buy a chocolate bar with this because it certainly won't
help against the costs of our astronomical ticket fares.
Only last week, I had the amusing journey of going from my home station, via 2 different coaches and then a train to get to my destination. And this is deemed an acceptable detour. Of course it is, from my measly £160 a month, they only have to give me £2.40 back. They are laughing all the way to their profit margins and not doing much about it. Meanwhile I am left red faced, explaining to my bosses why I am late again. There seems to be zero accountability.
The whole system lacks something, and that something is common sense. The 17.14 from Birmingham to London Euston is a four car service. The 17.33 from Birmingham to London Euston is a four car service. Rush hour trains, with no room to do anything. Of course I got the penultimate train the other week around 11pm, an eight car train just for me. I felt like royalty, I was the king of the train.
I was recently stuck at my station for about 30 minutes, train arrives, gets two stops up the line and then we are informed the train will be terminating at Birmingham International, this was because of a loss of power and a broken down train. Of course the other reason for the delay? The train is so far behind its schedule they have chose to terminate it. That speaks volumes for the service we are provided with. As is to be expected these days, there was no other information available, a conductor walking the train advising people? nope. Just the typical announcement "sorry for any inconvenience caused" that's great, but what are we supposed to do now? This was summed up by a conversation I overheard between some staff members at the platform, they had no idea what was going on. The lack of communication is staggering.
Of course, of all of this is in the hope they can say 'we are brilliant' continue to give us the franchise, and in fact most still do. My franchise is running at 86% satisfaction, I suspect they didn't ask the recent commuters on my train to take part in that survey. Oh the sweet and delicious irony, when network rail tweeted about Birmingham New Street being voted the best station, only for 12 hours later the reality is far from the truth for us, the fed up commuters. Maybe an award for most point’s failures, it is worse than Aston Villa at the moment. Of course, for some reason, the franchise has been extended for a few years because they have promised to improve the lines and services. Sitting where we are, normally outside a station awaiting a platform to be available, these seem like empty promises. Also it feels a bit like, they keep getting wrong but come on, have another go, you'll get it right eventually. These commitments feel as empty as when they say "yep the delay repay is in the post" yet nothing arrives, which actually sounds like the majority of trains.
The whole system lacks something, and that something is common sense. The 17.14 from Birmingham to London Euston is a four car service. The 17.33 from Birmingham to London Euston is a four car service. Rush hour trains, with no room to do anything. Of course I got the penultimate train the other week around 11pm, an eight car train just for me. I felt like royalty, I was the king of the train.
I was recently stuck at my station for about 30 minutes, train arrives, gets two stops up the line and then we are informed the train will be terminating at Birmingham International, this was because of a loss of power and a broken down train. Of course the other reason for the delay? The train is so far behind its schedule they have chose to terminate it. That speaks volumes for the service we are provided with. As is to be expected these days, there was no other information available, a conductor walking the train advising people? nope. Just the typical announcement "sorry for any inconvenience caused" that's great, but what are we supposed to do now? This was summed up by a conversation I overheard between some staff members at the platform, they had no idea what was going on. The lack of communication is staggering.
Of course, of all of this is in the hope they can say 'we are brilliant' continue to give us the franchise, and in fact most still do. My franchise is running at 86% satisfaction, I suspect they didn't ask the recent commuters on my train to take part in that survey. Oh the sweet and delicious irony, when network rail tweeted about Birmingham New Street being voted the best station, only for 12 hours later the reality is far from the truth for us, the fed up commuters. Maybe an award for most point’s failures, it is worse than Aston Villa at the moment. Of course, for some reason, the franchise has been extended for a few years because they have promised to improve the lines and services. Sitting where we are, normally outside a station awaiting a platform to be available, these seem like empty promises. Also it feels a bit like, they keep getting wrong but come on, have another go, you'll get it right eventually. These commitments feel as empty as when they say "yep the delay repay is in the post" yet nothing arrives, which actually sounds like the majority of trains.
Just once, wouldn't it be great if, instead of London Midland apologising or retweeting a thanks from a customer for a member of staff doing their job, they say "sorry, a three hour detour isn't acceptable, please accept better compensation than the £2.40 we give you" it seems to be blame and blame alike, sorry doesn't update the app, or explain why it says everything is great in the world of the trains and yet when you arrive at the station it has been closed.
Behind the scenes it seems no better, every delay repay is a new claim apparently. I was therefore extremely surprised to get an apology for sending my claims to my old address. It has not been used in a while, but we will send everything there. Of course given we have to fill out a form every single time, and that information won't really change I can't help but feel that getting someone's address wrong is a bit of lame excuse.
Behind the scenes it seems no better, every delay repay is a new claim apparently. I was therefore extremely surprised to get an apology for sending my claims to my old address. It has not been used in a while, but we will send everything there. Of course given we have to fill out a form every single time, and that information won't really change I can't help but feel that getting someone's address wrong is a bit of lame excuse.
What all commuters want is the information in black and white, with realistic estimations on when services will be up and running. Because, that is what we pay for, a service. Frankly it is nowhere near a good service at the moment. We pay for a service, and when that services doesn't work, we are left picking the pieces. Heaven forbid they pay out for things such as additional parking, petrol to enable us to get to another station or even a day's wages. It is a bit like an oppressive regime. They take all the pounds and give back pennies. Marx would not be impressed.
Train franchises have
been in place since 1993, which is 23 years. Still, they can't get it right.
The worst thing is they all blame each other. "Well it is not our fault,
we just take your money. Network rail should be fixing that" If I adopted
a child and that child was misbehaving, does that mean I can simply pass the
buck "sorry for that kid kicking you, I adopted it so it is not my
problem" I suspect that attitude won't get me very far. Yet, this seems to
be the acceptable attitude in place with my train franchise.
Maybe it is time to have one franchise to solely run the
rail system. At least then the communication should be loud and clear. An obvious benefit to this the ability to organise the trains, so they leave on time and arrive on time. If I had a £1 for every time I was sat waiting for a platform to be free. If we
are going to be stuck with having multiple franchises, then that franchise
should only be allowed to run for a certain amount of time before it has to
pass the torch to someone else. And delay repay should be rewritten. Why is a delay of 30minutes acceptable? The rest of the world must be laughing, and for one of
the most developed countries in the world, it is downright shocking. It provides carte
blanche to run a shoddy service, and provides no real effort to get better.
"Hey, we have 30 minutes, these poor saps can wait" a kick up the
proverbial, and taking delays down to 1 minute or longer, now that would be
revolutionary. Viva la revolution. Core, they would get it so wrong at times,
but the service should at least improve. It would have to.
They have narrowed down the future operator of the train line I use down to three. One of them is part owned by a Japanese
company, they seem to know a bit about trains and moreover customer services. In Japan, if the train is late (which is probably only 1 or 2 minutes late), there is not only a sincere and personal apology from the train conductor, delay slips are provided by the train company so that workers needn't be embarrassed when having to tell their bosses they are late again. Because at the end of the day, being late is embarrassing and disrespectful in any circumstances - work or not. But alas, we will probably be
stuck with 86% customer satisfaction, and these dreams will fade along with the dreams of the
passengers. Stuck with the obvious realisation that nothing will change.
All aboard the ostrich line. The constant apologies we get are muffled by layers of sand after burying their heads.
All aboard the ostrich line. The constant apologies we get are muffled by layers of sand after burying their heads.


