“Please help me persuade First Great Western Railway to improve facilities and capacity on the Maritime Line” – Josh Smith

Description

Josh Smith

The Maritime Line has in recent years experienced greater growth in passenger numbers than any other branch line in the country.

Penryn is the busiest station on the line and (by ORR's statistics) experienced more than double the number of entries and exits in 2009/10 than it did in 2006/07. Given the ambitious plans for development at the nearby University Campus - including the construction of student accommodation on land immediately adjacent to the station - this growth can only be likely to continue.

Despite this, the facilities at Penryn station are disappointing. In contrast to the stations in Falmouth, there is no departure information screen on either platform.

There is no facility to collect pre-purchased tickets at any station on the line besides Truro; a source of considerable inconvenience, particularly for passengers travelling to destinations further afield with Advance tickets (who, given Penryn and Falmouth's high student population, are numerous).

In addition, many services on the line are provided by single-carriage trains, which often do not prove adequate. At peak times, crowding on trains is common.

Problem History

  • 1 Josh Smith reported the issue on FixMyTransport. close 21:02 28 Oct 2011
  • 2 Josh Smith wrote to First Great Western Railway close 21:02 28 Oct 2011

    Here is the letter that Josh Smith wrote.

    Please improve facilities and capacity on the Maritime Line

    The Maritime Line has in recent years experienced greater growth in passenger numbers than any other branch line in the country.

    Penryn is the busiest station on the line and (by ORR's statistics) experienced more than double the number of entries and exits in 2009/10 than it did in 2006/07. Given the ambitious plans for development at the nearby University Campus - including the construction of student accommodation on land immediately adjacent to the station - this growth can only be likely to continue.

    Despite this, the facilities at Penryn station are disappointing. In contrast to the stations in Falmouth, there is no departure information screen on either platform.

    There is no facility to collect pre-purchased tickets at any station on the line besides Truro; a source of considerable inconvenience, particularly for passengers travelling to destinations further afield with Advance tickets (who, given Penryn and Falmouth's high student population, are numerous).

    In addition, many services on the line are provided by single-carriage trains, which often do not prove adequate. At peak times, crowding on trains is common.

    Problems on this line are only likely to be exacerbated by increased usage. I hope you are working to improve the line's capacity and facilities, and look forward to hearing from you.

  • 3 First Group Response responded to Josh Smith close 21:09 28 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 Josh Smith 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: 6259697

    Dear Mr Smith

    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 11:38 11 Nov 2011

    Hello Josh,

    I see FGW have asked you not to 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 (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 Josh Smith wrote to First Great Western Railway close 15:04 11 Nov 2011

    Hi Lynne,

    Thanks for getting back to me, and for offering to respond directly.

    Fortunately, FixMyTransport notifies me when you reply, so there's no need to worry about the immediacy of direct contact being lost.

    I know you care about your customers, so I hope you agree that this is a fantastic opportunity to engage with them. Your colleagues in London Midland have even gone so far as to create their own FixMyTransport account and post on the site directly!

    http://www.fixmytransport.com/campaigns/install-seating-at-stone-stations-platform-2

    Hope to hear from you soon,

    Josh

  • 7 First Group Response responded to Josh Smith close 15:12 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 Myf Nixon commented close 17:05 11 Nov 2011

    Josh, that is a supremely excellent reply, and I salute you!

    anorak
    admin
  • 9 Josh Smith commented close 22:40 11 Nov 2011

    Awh shucks, thanks Myf! Far too kind.

    I have to admit, after posting this I kind of forgot about it. In hindsight, I realise I've violated the second suggestion on your checklist ("Ask for one thing at a time"), but I reckon it'd be worth trying to drum up a little support anyway. I think next week I'll see if I can circulate a few emails, and maybe put up some posters.

    In the meantime, I've got all kinds of suggestions (intermixed with some praise, of course) for the team, if that's okay. Watch your inbox! :)

  • 10 Myf Nixon commented close 12:30 14 Nov 2011

    Ah, it's all too easy to violate that rule - I have done it myself!

    Yes, please do fill up our inbox with feedback - it is all useful.

    anorak
    admin
  • 11 Man of Kent commented close 14:01 14 Nov 2011

    Josh

    Most of the stations on this line have a departure screen incorporated into the Help Point. Is this not the case at Penryn?

    Man of Kent

  • 12 FGW Customer Relations responded to Josh Smith close 09:31 18 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: 6282258

    Dear Mr Smith

    Thank you for your further e-mail and for your previous comments about Penryn station. I do hope you will find the following feedback positive.

    * We have requested a "Ticket On Day" machine to be installed so that, whilst tickets will have to be pre-booked online, they can then be collected prior to travel. We are unable to have a Fast Ticket Machine installed, due to the fact that they hold cash and this would increase the likelihood of vandalism, but I trust you will agree that a TOD machine is going to be a huge benefit.

    * If, for any reason the TOD machine cannot release the pre-booked tickets, Conductors will be advised to accept the e-mail confirmation as a travel document up until Truro, where customers will then be able to pass through the barriers and collect their tickets from there.

    * We are looking into strengthening the stock on that branch line so that a number of services can work as a two-car unit and are working alongside Network Rail to see how this can be implemented without too many problems.

    * We are also hoping to introduce an on-board cleaner for services running up on this line, which will greatly improve the quality of service provided.

    I do hope that you found the above positive news for the users of Penryn station and that branch line.

    Thank you again for your contact.

    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
  • 13 Myf Nixon commented close 09:46 18 Nov 2011

    Wow, this is all good news!

    anorak
    admin
Comment
  • started 28 October 2011
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Train route between Penryn and Truro operated by First Great Western Railway
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