FixMyTransport: Improve platform carriage information

Description

Shaun McDonald

Today when catching the First Great Western train to London Paddington from platform 5 at 1447, the information on the platform departure board stated that the first class accommodation is at the front of the train, however that is of little use when you don't know which direction the train will enter the platform. Train users have to guess. If it was a simple two platform station where all rains for a particular direction leave from the same platform, that would be enough information to be able to make an educated guess as to where to stand on the platform for the train.

Would it be possible to have better information on where each of the carriages will stop on the platform, thus making it easier to know where to wait. Also would it be possible to have information on where to wait with a bike, without having to ask platform staff who may be busy?

Comment

Problem History

Expand All Collapse all

1 Shaun McDonald reported the issue on FixMyTransport. close 15:26 05 Aug 2012 #
2 Shaun McDonald wrote to First Great Western Railway close 15:26 05 Aug 2012 #

Here is the letter that Shaun McDonald wrote.

Better information on where to wait on the platform needed

Today when catching the First Great Western train to London Paddington from platform 5 at 1447, the information on the platform departure board stated that the first class accommodation is at the front of the train, however that is of little use when you don't know which direction the train will enter the platform. Train users have to guess. If it was a simple two platform station where all rains for a particular direction leave from the same platform, that would be enough information to be able to make an educated guess as to where to stand on the platform for the train.

Would it be possible to have better information on where each of the carriages will stop on the platform, thus making it easier to know where to wait. Also would it be possible to have information on where to wait with a bike, without having to ask platform staff who may be busy?

anorak
3 First Group Response responded to Shaun McDonald close 15:33 05 Aug 2012 #

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 FGW Customer Relations responded to Shaun McDonald close 23:47 17 Aug 2012 #

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: 6672821

Dear Mr S McDonald

Thank you for contacting us via FixMyTransport.com on 5 August 2012. First of all I'd like to apologise for the delay in responding to you.

We welcome suggestions for improvements and are always keen to incorporate passengers' views and ideas where possible.

Your comments regarding Exeter St Davids have been logged for the attention of the Station Manager. We review all customer feedback on a regular basis, to allow us to identify any areas where there is a clear need for improvement.

Thank you again for taking the time to contact us with your suggestion.

Yours sincerely

Oliver Evans
Customer Relations

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

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: 6672821

Dear Mr S McDonald

Thank you for contacting us via FixMyTransport.com on 5 August 2012. First of all I'd like to apologise for the delay in responding to you.

We welcome suggestions for improvements and are always keen to incorporate passengers' views and ideas where possible.

Your comments regarding Exeter St Davids have been logged for the attention of the Station Manager. We review all customer feedback on a regular basis, to allow us to identify any areas where there is a clear need for improvement.

Thank you again for taking the time to contact us with your suggestion.

Yours sincerely

Oliver Evans
Customer Relations

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

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 Shaun McDonald commented close 21:55 16 Sep 2012 #

Comments passed on to the station manager.

anorak
6 Boris Johnson commented close 12:47 12 Feb 2013 #

I'd also like to comment that there is very clear signage from the footbridge as to which stairs to use for which carriage. At the bottom of the staircase there is yet ANOTHER sign that informs passengers where to wait, and as you are walking up the platform itself there is carriage letters on the walls where each coach stops.
Open your eyes ... Use your brain ... It works !
7 Shaun McDonald commented close 15:05 12 Feb 2013 #

Maybe it's new since I was there back in August. Maybe I'm more used to the German/Belgian/other European train stations do where they have a board which has the waiting points for all trains for each platform.

anorak
8 Lee Edworthy FGW Regional Manager commented close 23:06 28 May 2013 #

Can confirm that signs are in place on Exeter footbridge to show where carriages stop. These were put in place last year.

Lee Edworthy, Regional Manager FGW.