FixMyTransport: ensure that more than 50% of the ticket machines at Oxford Station work

Description

Tom Steinberg

Last Friday, 25th November, I went to catch a train from Oxford station at about 4.30.

I was dismayed to discover that a full 50% of the tickets machines - 3 out of 6 - were non functional at this vital and incredibly busy time of the week. Something Must Be Done.

Comment

Problem History

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1 Tom Steinberg reported the issue on FixMyTransport. close 10:16 28 Nov 2011 #
2 Tom Steinberg wrote to First Great Western Railway close 10:16 28 Nov 2011 #

Here is the letter that Tom Steinberg wrote.

Please get your ticket machines working

Last Friday, 25th November, I went to catch a train from Oxford station at about 4.30.

I was dismayed to discover that a full 50% of your tickets machines - 3 out of 6 - were non functional at this vital and incredibly busy time of the week.

Please can you tell me:

a) Whether you have fixed the machines yet
b) What process changes you will make to ensure that the peak times of the week don't see such poor provision of vital facilities?

thanks very much,

Tom Steinberg

anorak

admin
3 First Group Response responded to Tom Steinberg close 10:27 28 Nov 2011 #

Thank you for contacting First Great Western. We confirm receipt of your e-mail and aim to forward a full response within 5 working days. If you have a more urgent issue that needs resolving please telephone on 08457 000125 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.

[email address]

Thank you for contacting First Great Western. We confirm receipt of your e-mail and aim to forward a full response within 5 working days. If you have a more urgent issue that needs resolving please telephone on 08457 000125 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.

[email address]
4 Tom Steinberg wrote to First Great Western Railway close 10:38 28 Nov 2011 #

Hello there,

Having read your response to another problem at Oxford station, I am aware that you are asking people to mail you again, having already reported a problem via FixMyTransport.

In order to curtail this exchange, please can you please reply to my previous mail (about the ticket machines in Oxford station) via FixMyTransport, as that would be my preferred channel of communication.

all the best,

Tom Steinberg

anorak

admin
5 Tom Steinberg added an update close 10:39 28 Nov 2011 #

Because I know that FGW might wait a while before hinting that I shouldn't use FMT, I've sent an immediate followup asking that they do indeed reply via FMT.

anorak

admin
6 First Group Response responded to Tom Steinberg close 10:41 28 Nov 2011 #

Thank you for contacting First Great Western. We confirm receipt of your e-mail and aim to forward a full response within 5 working days. If you have a more urgent issue that needs resolving please telephone on 08457 000125 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.

[email address]

Thank you for contacting First Great Western. We confirm receipt of your e-mail and aim to forward a full response within 5 working days. If you have a more urgent issue that needs resolving please telephone on 08457 000125 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.

[email address]
7 FGW Customer Relations responded to Tom Steinberg close 23:47 14 Dec 2011 #

First Great Western
Customer Services Team
FREEPOST
SWB40576
Plymouth
PL4 6ZZ

Tel: 08457 000 125
Fax: 08456 008 363
[First Great Western Railway problem reporting email]

www.firstgreatwestern.co.uk

Ref: 6309992

Dear Mr Steinberg

Thank you for your e-mails of 28 November, regarding the Ticket Machines that were out of action at Oxford station theoughout the peak travel time on 25 November. Can I firstly please apologise forn the length of time it has taken usn to get back to you, but your patience has been really appreciated.

Whilst I know that this happened a few weeks back, I have had the situation investigated, so that I can give you a full and accurate response. It transpired that the some of the machines were experiencing problems with power and so, as a result, we are now trialling a new battery to support the system. This is being monitored on a daily basis, but since this has been put in place we have had no reported issues with any of the machines.

I trust this clarifies the situation but I am sorry for any inconvenience caused at the time.

Yours sincerely

Lynne Sleep
Customer Relations Senior Officer

*** Your feedback is really important to us so we would be very grateful for a couple of moments of your time to complete our customer satisfaction survey. If you would like to participate, please click on the link below. ***

http://www.surveymonkey.com/s.aspx?sm=1M...

First Great Western Limited. Registered in England & Wales No. 05113733.
Registered office: Milford House, 1 Milford Street, Swindon, Wiltshire, SN1 1HL.

The contents of this email and any associated files are for the addressee only and should be treated as confidential. Unless you are the named addressee you cannot copy, use or disclose it to anyone else. If you have received this email in error please notify the sender immediately. The email has originated from First Great Western.

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

First Great Western
Customer Services Team
FREEPOST
SWB40576
Plymouth
PL4 6ZZ

Tel: 08457 000 125
Fax: 08456 008 363
[First Great Western Railway problem reporting email]

www.firstgreatwestern.co.uk

Ref: 6309992

Dear Mr Steinberg

Thank you for your e-mails of 28 November, regarding the Ticket Machines that were out of action at Oxford station theoughout the peak travel time on 25 November. Can I firstly please apologise forn the length of time it has taken usn to get back to you, but your patience has been really appreciated.

Whilst I know that this happened a few weeks back, I have had the situation investigated, so that I can give you a full and accurate response. It transpired that the some of the machines were experiencing problems with power and so, as a result, we are now trialling a new battery to support the system. This is being monitored on a daily basis, but since this has been put in place we have had no reported issues with any of the machines.

I trust this clarifies the situation but I am sorry for any inconvenience caused at the time.

Yours sincerely

Lynne Sleep
Customer Relations Senior Officer

*** Your feedback is really important to us so we would be very grateful for a couple of moments of your time to complete our customer satisfaction survey. If you would like to participate, please click on the link below. ***

http://www.surveymonkey.com/s.aspx?sm=1M...

First Great Western Limited. Registered in England & Wales No. 05113733.
Registered office: Milford House, 1 Milford Street, Swindon, Wiltshire, SN1 1HL.

The contents of this email and any associated files are for the addressee only and should be treated as confidential. Unless you are the named addressee you cannot copy, use or disclose it to anyone else. If you have received this email in error please notify the sender immediately. The email has originated from First Great Western.

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
8 Tom Steinberg commented close 12:27 23 Dec 2011 #

Well, Oxford dwellers, it's now up to you to keep eye out to see whether the ticket machines really are kept running as is promised in this email. Do please leave a note here if they're not!

anorak

admin