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“Please help me persuade First Capital Connect to add a departures board on the concourse before the barriers” – Stephen Edwards

Description

Stephen Edwards

There are no information screens/departure boards on the concourse for the mainline services to Hertfordshire. It is therefore impossible to know the status of the trains until you have swiped your oyster and headed down to the platform. If you have a choice of routes it is annoying to find that the service is delayed and you could have chosen a different route.

Problem History

  • 1 Stephen Edwards reported the issue on FixMyTransport. close 11:18 09 Sep 2011
  • 2 Stephen Edwards found the company that runs this station 11:19 09 Sep 2011
  • 3 Myf Nixon commented close 11:41 09 Sep 2011

    Hi Stephen - thanks for your tip-off that this issue should go to National Rail.
    This page http://www.firstcapitalconnect.co.uk/plan-your-journey/station/MOG/ however, seems to suggest that Moorgate station is the responsibility of First Capital Connect.

    Could you let me know where you found your information please? Then I can get your issue off to the right contact asap.

    anorak
    admin
  • 4 Stephen Edwards commented close 11:48 09 Sep 2011

    I have to say I'm not entirely certain. Some sights suggest TFL and it may be that the concourse itself is TFL, whereas the platforms are First Capital Connect (or Network Rail). I've just realised this may actually be the crux of the problem! I'll investigate in person to see what they say at the station.

  • 5 Myf Nixon commented close 12:02 09 Sep 2011

    Thanks Stephen, that'd be brilliant - yes, I did wonder about TfL as well. But I guess the station staff will know best!

    anorak
    admin
  • 6 Myf Nixon commented close 13:48 22 Sep 2011

    Hi Stephen - any update?
    Otherwise I'm just going to try sending it to one of those operators, and see what they say.

    anorak
    admin
  • 7 Stephen Edwards wrote to First Capital Connect close 12:29 28 Sep 2011

    Here is the letter that Stephen Edwards wrote.

    Add a departure board for mainline services to Hertfordshire

    There are no information screens/departure boards on the concourse for the mainline services to Hertfordshire. It is therefore impossible to know the status of the trains until you have swiped your oyster and headed down to the platform. If you have a choice of routes it is annoying to find that the service is delayed and you could have chosen a different route.

  • 8 First Group Response responded to Stephen Edwards close 12:36 28 Sep 2011
    Thank you for contacting First Capital Connect. We confirm receipt of your e-mail and aim to forward a full response within 5 working days. Unfortunately at the moment we have a small backlog of work, so if you have a more urgent issue that needs attention, including any matter relating to safety and security, please telephone 0845 026 4700 where we will try to give a faster resolution.

    Please note that you will not be able to reply direct to this email, however if you wish to contact us further by email then please use the address below.

    [First Capital Connect problem reporting email]
  • 9 FCC Customer Relations responded to Stephen Edwards close 23:50 05 Oct 2011
    FREEPOST RRBR-REEJ-KTKY
    Customer Relations
    First Capital Connect
    PO Box 443
    Plymouth
    PL4 6WP
    Tel: 0845 0264700
    Fax: 0845 6769904
    Website: www.firstcapitalconnect.co.uk

    Ref: 6209837

    Dear Customer

    Thanks for your e-mail via 'FixMyTransport'.

    Feedback is important to us and we would welcome the opportunity to correspond with you personally.

    Please feel free to contact us at [First Capital Connect problem reporting email] or call us on 0845 0264700 and we'd be happy to respond to you direct.

    Yours sincerely

    Customer Relations Department

    Avoid the queue go to FAQ. Lots of answers to everyday questions can be found on our website www.firstcapitalconnect.co.uk/FAQ

    First Capital Connect Limited. Registered in England & Wales No. 05281077.
    Registered office: 50 Eastbourne Terrace, Paddington, London, W2 6LG.

    First Rail Holdings Limited. Registered in England No. 5154485. Registered office: 50 Eastbourne Terrace, Paddington, London W2 6LG.

    This message is confidential. It may not be disclosed to, or used by, anyone other than the addressee. If you receive this message in error, please advise us immediately.

    Internet email is not necessarily secure. First does not accept responsibility for changes to any email which occur after the email has been sent. Attachments to this email could contain software viruses which could damage your system. First have checked the attachments for viruses before sending, but you should virus-check them before opening.

    For more information on our range of services or to book your tickets online, please visit:- http://www.firstgroup.com
  • 10 Myf Nixon commented close 09:41 06 Oct 2011

    Hi Stephen,
    I see that First Capital Connect are hinting heavily that they'd prefer you not use FixMyTransport for correspondence.

    We believe there is no good reason for an operator not to engage with its customers through the site, so our advice would be to write back and say that this is your preferred method of communication.

    However if you prefer to follow their own guidelines and take communication offline, please do come back and update us on any progress you've made. This was there will be a public record, plus a chance for others to add their support and discuss the issue.

    anorak
    admin
Comment
  • started 9 September 2011
  • supporters 1
Moorgate Rail Station in Moorgate operated by London Underground (TfL)
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