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“Please help me persuade Transport for London to improve the signs at Finsbury Park so the neglected Oyster unit gets more use” – Mark Pack

Description

Mark Pack

If you are leaving the station via the tunnel towards the Wells Terrace exit, there are two Oyster unit you can use to touch out.

However, nearly everyone uses the first one - causing delays and logjams - as the signs to the other one are not clear enough.

A bit of improvement in the signs would help share the work between the two Oyster units, so reducing delays for us all.

Problem History

  • 1 Mark Pack reported the issue on FixMyTransport. close 17:16 02 Sep 2011
  • 2 Mark Pack wrote to Transport for London close 17:16 02 Sep 2011

    Here is the letter that Mark Pack wrote.

    Under-used Oyster reader due to insufficient signs

    For people exiting the station via the tunnel at the Wells Terrace side of the station there are two Oyster card units they can touch out at. One is roughly level with where the handrails in the tunnel stop and the other is a couple of metres further on, tucked in the corner by the exit to the pavement.

    However, nearly everyone stops to use the first one, often causing delays and logjams because although there is a sign indicating the presence of the second one it is not strong enough to get people's attention.

    Clearer signing would mean more people use the other Oyster unit and so reduce delays on exiting the station.

  • 3 [email address] responded to Mark Pack close 17:20 02 Sep 2011
    Thank you for your email. We can now confirm that this has been
    received.

    For further information about the Surface Transport Complaints
    and Feedback Policy including timescales, please see
    [1]http://www.tfl.gov.uk/corporate/about-tf...

    Problems with roadworks or other street faults? In support of
    the Mayor’s Streetworks Code of Conduct to help cut congestion,
    please report these issues by visiting
    [2]http://www.tfl.gov.uk/roadusers/reportas...

    show quoted sections

    References

    Visible links
    1. http://www.tfl.gov.uk/corporate/about-tf...
    2. http://www.tfl.gov.uk/roadusers/reportas...
  • 4 [email address] responded to Mark Pack close 13:11 19 Sep 2011
    Our ref: 1009442853

    Date: 19.09.2011

    Dear Mr Mack

    Thank you for your feedback form regarding the signage of the
    second Oyster card reader at Finsbury Park station. 

    The Duty Station Manager is aware of this situation but extra or
    catching signage will not really address the issue. During the
    rush hour many of our customers are in a hurry and automatically
    go to the nearest Oyster reader.

    In the interim we'll make announcements to advise customers of
    readers and if feasible place an available member of staff un
    that area, advising customers that more validators are
    available.

    On a positive note the Oyster readers will be removed and
    replaced with gates in the ticket hall area.   

    Do get in touch if you need any help in the future.

    Yours sincerely,

    Debbie Griffiths
    Customer Service Advisor
    Customer Service Centre

    If you wish to reply directly to this email, please click on the
    reply button on your toolbar. Please do not alter or delete the
    subject line as this will result in your email not being
    delivered.

    To improve our service we would very much like your feedback and
    we would be grateful if you would complete our brief and
    confidential Customer Satisfaction Survey. To access the survey
    [1]click here.

    If you wish to contact us with a new or unrelated query or look
    at our Frequently Asked Questions, please [2]click here

    DO NOT DELETE.............................
    {ticketno:[2030906]}
    DO NOT DELETE.............................

    References

    Visible links
    1. http://surveymonkey.com/s.asp?u=32217545...
    2. https://custserv.tfl.gov.uk/icss_csip/re...(J2EE704339600)ID0870282252DB00318196178529245256End;saplb_*=(J2EE704339600)704339652?secure=on
  • 5 Mark Pack wrote to [email address] close 20:28 23 Sep 2011

    Many thanks for this.

    Could you let me know when the announcements are likely to start (I haven't heard any as yet) and also when the gates are planned for?

    Best wishes,

    Mark

    -----Original Message-----

    Our ref: 1009442853

    Date: 19.09.2011

    Dear Mr Mack

    Thank you for your feedback form regarding the signage of the
    second Oyster card reader at Finsbury Park station. 

    The Duty Station Manager is aware of this situation but extra or
    catching signage will not really address the issue. During the
    rush hour many of our customers are in a hurry and automatically
    go to the nearest Oyster reader.

    In the interim we'll make announcements to advise customers of
    readers and if feasible place an available member of staff un
    that area, advising customers that more validators are
    available.

    On a positive note the Oyster readers will be removed and
    replaced with gates in the ticket hall area.   

    Do get in touch if you need any help in the future.

    Yours sincerely,

    Debbie Griffiths
    Customer Service Advisor
    Customer Service Centre

    If you wish to reply directly to this email, please click on the
    reply button on your toolbar. Please do not alter or delete the
    subject line as this will result in your email not being
    delivered.

    To improve our service we would very much like your feedback and
    we would be grateful if you would complete our brief and
    confidential Customer Satisfaction Survey. To access the survey
    [1]click here.

    If you wish to contact us with a new or unrelated query or look
    at our Frequently Asked Questions, please [2]click here

    DO NOT DELETE.............................
    {ticketno:[2030906]}
    DO NOT DELETE.............................

    References

    Visible links
    1. http://surveymonkey.com/s.asp?u=32217545650
    2. https://custserv.tfl.gov.uk/icss_csip/resetSession2.do;jsessionid=(J2EE704339600)ID0870282252DB00318196178529245256End;saplb_*=(J2EE704339600)704339652?secure=on

  • 6 [email address] responded to Mark Pack close 20:28 23 Sep 2011
     

    ****** THIS IS AN AUTOMATED RESPONSE FROM LONDON UNDERGROUND'S
    CUSTOMER SERVICE CENTRE - PLEASE DO NOT REPLY ******

    Thank you for your comments. Your email has been successfully
    delivered.

    We will deal with this matter as quickly as we can and aim to
    send you a reply within 10 days.

    Depending on the nature of the matter however, it may take
    longer than 10 days to investigate and respond to you. If this
    is the case we will keep you updated until we are able to
    respond fully, once the investigation has been done. If you need
    to contact us in the meantime, you can call us on 0845 330 9880.
    We are open 7 days a week from 8am to 8pm.

    show quoted sections

  • 7 Mark Pack added an update close 20:29 23 Sep 2011

    News back from TfL: they say they will make extra announcements to tell people about the other Oyster machine and also that the machines are due to be replaced by gates.

    I've not yet heard any of the new announcements so am following up with TfL, but do let me know if you have.

    Best wishes,

    Mark

  • 8 [email address] responded to Mark Pack close 09:01 25 Sep 2011
    Our ref: 1009442853

    Date: 25.09.2011

    Dear Mr Mack

    Thank you for your feedback form. 

    I've been informed that the announcements are already in place,
    which play every two minutes however, the Duty Station Manager
    will monitor this situation accordingly. 

    Once I've found out when the gates are planned I will contact
    you again.

    Yours sincerely,

    Debbie Griffiths
    Customer Service Advisor
    Customer Service Centre

    If you wish to reply directly to this email, please click on the
    reply button on your toolbar. Please do not alter or delete the
    subject line as this will result in your email not being
    delivered.

    To improve our service we would very much like your feedback and
    we would be grateful if you would complete our brief and
    confidential Customer Satisfaction Survey. To access the survey
    [1]click here.

    If you wish to contact us with a new or unrelated query or look
    at our Frequently Asked Questions, please [2]click here

    DO NOT DELETE.............................
    {ticketno:[2030906]}
    DO NOT DELETE.............................

    Original Text

    From: [email address]
    To: [email address] <[email address]>
    CC:
    Sent: 23.09.11 20:28:09
    Subject: Re: RE: Problem Report: Under-used Oyster reader due to
    insufficient signs

    Many thanks for this.

    Could you let me know when the announcements are likely to start
    (I haven't heard any as yet) and also when the gates are planned
    for?

    Best wishes,

    Mark

    References

    Visible links
    1. http://surveymonkey.com/s.asp?u=32217545...
    2. https://custserv.tfl.gov.uk/icss_csip/re...(J2EE704339600)ID0870282252DB00318196178529245256End;saplb_*=(J2EE704339600)704339652?secure=on
  • 9 Mark Pack wrote to Transport for London close 10:34 15 Oct 2011

    Hi,

    In your email to me of 25/9, you said that,

    "I've been informed that the announcements are already in place, which play every two minutes however, the Duty Station Manager will monitor this situation accordingly."

    Although I use the station 6-7 times a week, I have yet to hear any of these announcements, so could you please check and confirm what is happening with them (and perhaps also the wording of them - perhaps there is some confusion over what announcements the Duty Station Manager thinks we are talking about)?

    Thanks,

    Mark

  • 10 Mark Pack added an update close 10:35 15 Oct 2011

    Still not hearing any of the promised announcements at the station, so have chased TfL again. Have you heard any?

  • 11 [email address] responded to Mark Pack close 10:35 15 Oct 2011
    Thank you for your email. We can now confirm that this has been
    received.

    For further information about the Surface Transport Complaints
    and Feedback Policy including timescales, please see
    [1]http://www.tfl.gov.uk/corporate/about-tf...

    Problems with roadworks or other street faults? In support of
    the Mayor’s Streetworks Code of Conduct to help cut congestion,
    please report these issues by visiting
    [2]http://www.tfl.gov.uk/roadusers/reportas...

    show quoted sections

    References

    Visible links
    1. http://www.tfl.gov.uk/corporate/about-tf...
    2. http://www.tfl.gov.uk/roadusers/reportas...
  • 12 bernard greenwood commented close 20:25 15 Nov 2011

    For infrequent users of Finsbury Park the oyster card readers are invisible; it's almost as though TFL are engineering the opportunity to inflict penalty payments.

    If it wasn't for my partner I would certainly have missed the exit one.

    Bernard Greenwood

  • 13 Myf Nixon commented close 11:10 16 Nov 2011

    Gosh, Mark, I see it's been a month since you chased TfL. I wonder if they need another quick nudge?

    anorak
    admin
  • 14 Mark Pack wrote to Transport for London close 15:34 20 Nov 2011

    Hi,

    Other than an automated acknowledgement, I've not yet had a reply come through to my email of 15 October, which is reproduced below. Would you please (re)send me a reply?

    Thanks,

    Mark

    EMAIL OF 15 OCTOBER

    In your email to me of 25/9, you said that,

    "I've been informed that the announcements are already in place, which play every two minutes however, the Duty Station Manager will monitor this situation accordingly."

    Although I use the station 6-7 times a week, I have yet to hear any of these announcements, so could you please check and confirm what is happening with them (and perhaps also the wording of them - perhaps there is some confusion over what announcements the Duty Station Manager thinks we are talking about)?

    Thanks,

    Mark

  • 15 Mark Pack commented close 15:35 20 Nov 2011

    Good point - have chased TfL!

  • 16 [email address] responded to Mark Pack close 15:37 20 Nov 2011
    Thank you for your email. We can now confirm that this has been
    received.

    For further information about the Surface Transport Complaints
    and Feedback Policy including timescales, please see
    [1]http://www.tfl.gov.uk/corporate/about-tf...

    Problems with roadworks or other street faults? In support of
    the Mayor’s Streetworks Code of Conduct to help cut congestion,
    please report these issues by visiting
    [2]http://www.tfl.gov.uk/roadusers/reportas...

    show quoted sections

    References

    Visible links
    1. http://www.tfl.gov.uk/corporate/about-tf...
    2. http://www.tfl.gov.uk/roadusers/reportas...
  • 17 Mark Pack commented close 19:51 04 Jan 2012

    Still not heard back from TfL, so lodged a complaint via their online complaint form. Ref: 1010033126

  • 18 Myf Nixon commented close 11:15 05 Jan 2012

    Thanks for keeping us up to date, Mark.

    anorak
    admin
  • 19 Mark Pack commented close 19:35 04 Feb 2012

    No response so far to complaint, so have now emailed TfL.

  • 20 Peter Dixon commented close 20:22 05 Feb 2012

    Hi Mark.

    What happened to 1010033126 which you sent in early January?

    Peter

    anorak
    admin
  • 21 Mark Pack commented close 21:09 05 Feb 2012

    No reply unfortunately Peter - which is why I've got in touch again to chase them up. Not exactly TfL at its finest!

  • 22 Mark Pack commented close 12:41 13 Mar 2012

    This issue has rather run into the sand, but there's an update towards the end of the post I've written at http://www.markpack.org.uk/30009/finsbury-park-better-communication-for-passengers-on-its-way/

Comment
  • started 2 September 2011
  • supporters 3
Finsbury Park Underground Station in Finsbury Park
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