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.

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

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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

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

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

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

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

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

Good point - have chased TfL!

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

Thanks for keeping us up to date, Mark.

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

Hi Mark.

What happened to 1010033126 which you sent in early January?

Peter

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

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/