“Please help me persuade First Great Western Railway to fix this: 16:11 train to Banbury” – Mark Dainton

Description

Mark Dainton

For the past two days the 16:11 train to Banbury from Hayes and Harlington Station has been formed of only two carriages instead of the normal three. Is there any reason for this?

This has meant there is standing room only on the train and in very cramped conditions.

I'm also disappointed at the lack of apology from either of the drivers or the station staff.

Problem History

  • 1 Mark Dainton reported the issue on FixMyTransport. close 07:19 26 Oct 2011
  • 2 Mark Dainton wrote to First Great Western Railway close 07:19 26 Oct 2011

    Here is the letter that Mark Dainton wrote.

    16:11 train to Banbury

    For the past two days the 16:11 train to Banbury from Hayes and Harlington Station has been formed of only two carriages instead of the normal three. Is there any reason for this?

    This has meant there is standing room only on the train and in very cramped conditions.

    I'm also disappointed at the lack of apology from either of the drivers or the station staff.

  • 3 First Group Response responded to Mark Dainton close 07:26 26 Oct 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]
  • 4 FGW Customer Relations responded to Mark Dainton close 23:48 10 Nov 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: 6254531

    Dear Mr Dainton

    Thank you for your e-mail, which has been sent to us via FixMyTransport.

    We would like the opportunity to respond to you direct about your concerns and so would be grateful if you could e-mail us at [email address].

    Thank you for your cooperation and we look forward to hearing from you very soon.

    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
  • 5 Myf Nixon commented close 11:39 11 Nov 2011

    Hello Mark,

    I see FGW have asked you not to use FixMyTransport for correspondence, although, oddly, they seem to have responded to your other enquiry about platform announcement times.

    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 (using the yellow 'email' button at the top of this page) 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
  • 6 Mark Dainton wrote to First Great Western Railway close 13:15 11 Nov 2011

    Dear Lynne,

    My preferred method of communication to this issue is via the fixmytransport.com website.

    Regards

    Mark

  • 7 First Group Response responded to Mark Dainton close 13:21 11 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]
  • 8 FGW Customer Relations responded to Mark Dainton close 23:48 16 Nov 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: 6281774

    Dear Mr Dainton

    Thank you for your further e-mail. I am sorry that the 16:11 Hayes & Harlington to Banbury train has had to be short-formed a few times recently.

    Sometimes, if there is a fault with a particular unit, we will make every effort to fix it prior to it going into service. However, this is not always possible and so, we will have no other option but to run the train with less units. This is not a decision we make lightly and will only do it if there are really no other alternatives, as we do not want to inconvenience our customers. We just feel that this is far better than cancelling the train altogether.

    Once again, I really am very sorry that this inconvenienced you, but I do hope that future journeys are far better.

    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
  • 9 Julian Walker advised Mark to write to London Travelwatch. close 08:44 17 Nov 2011

    Hi Mark,

    I've got some advice for you.

    I see you have had a response from First Great Western, outlining why the 16.11 train may be short-formed on occasions..

    If you are not satisfied with this response, you may now raise the issue with London Travelwatch, the statutory independent watchdog charged with looking after passengers' interests in and around London. Here is a link to their website:

    www.londontravelwatch.org.uk

    Good luck!

    Julian Walker

    anorak
    admin
Comment
  • started 26 October 2011
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Hayes & Harlington Rail Station in Hayes Town operated by First Great Western Railway
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