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“Please help me persuade Arriva Trains Wales to increase amount of coaches to prevent overcrowding and give everyone a seat ” – alan horsell

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alan horsell

Yet again!!!!!! Disgraceful that I put two people with cases on a 3 coach train from Birmingham to Aberystwyth at about 4.30pm on Friday 30th January 2015; it was packed solid. They squeezed on behind the last doors with the guard. Someone should sue these train providers for not providing the service they are paid for! All they need to do is provide enough coaches for the particular service and less than 6 on Friday afternoon is NOT enough. They know how busy this time is and there is no excuse.

Problem History

  • 1 alan horsell reported the issue on FixMyTransport. close 09:22 31 Jan 2015
  • 2 alan horsell wrote to Arriva Trains Wales close 09:22 31 Jan 2015

    Here is the letter that alan horsell wrote.

    overcrowding

    Yet again!!!!!! Disgraceful that I put two people with cases on a 3 coach train from Birmingham to Aberystwyth at about 4.30pm on Friday 30th January 2015; it was packed solid. They squeezed on behind the last doors with the guard. Someone should sue these train providers for not providing the service they are paid for! All they need to do is provide enough coaches for the particular service and less than 6 on Friday afternoon is NOT enough. They know how busy this time is and there is no excuse.

  • 3 Customer Relations responded to alan horsell close 10:41 02 Feb 2015
    Thank you for contacting Arriva Trains Wales. Your message has
    been received and assigned the reference number ATW-150131-84R.

    Our usual target response time is 10 working days. If you have
    any queries in connection with your case, then please contact us
    on 033 33 211 202. We're open between 8am and 8pm Mondays to
    Saturdays, or 11am until 8pm on Sundays.

    Please note that our role is primarily to investigate and
    respond to comments, complaints and suggestions regarding Arriva
    Trains Wales services. If you are planning a journey and need to
    find out times and fares, or to check if there is any disruption
    to services, please visit [1]www.arrivatrainswales.co.uk or
    [2]www.nationalrail.co.uk or follow us on Twitter [3]@ArrivaTW.

    In addition, if your enquiry relates to recruitment your email
    will not be responded to, however please visit
    [4]www.comeaboard.co.uk where all of our current vacancies will
    be advertised or follow our recruitment team on their dedicated
    Twitter page [5]@Come_Aboard.

    Yours Sincerely

    Customer Relations

    Arriva Trains Wales 

    Diolch am gysylltu â Threnau Arriva Cymru. Mae’ch neges wedi
    cael ei derbyn a rhoddwyd iddi’r rhif cyfeirnod ATW-150131-84R.

    Yn arferol, rydym yn bwriadu ymateb o fewn 10 diwrnod gwaith. Os
    oes gennych unrhyw ymholiadau ynglŷn â’ch achos, cysylltwch â ni
    ar 033 33 211 202. Rydym ar agor rhwng 8am ac 8pm o ddydd Llun i
    ddydd Sadwrn, neu rhwng 11am ac 8pm ar ddyddiau Sul.

    Nodwch mai ein swyddogaeth yn bennaf yw ymchwilio ac ymateb i
    sylwadau, cwynion ac awgrymiadau am wasanaethau Trenau Arriva
    Cymru. Os ydych chi’n cynllunio taith ac angen cael amserau a
    chostau tocynnau, neu holi a oes unrhyw darfu ar wasanaethau,
    ewch i [6]www.arrivatrainswales.co.uk neu
    [7]www.nationalrail.co.uk neu anfonwch drydar [8]@ArrivaTW.

    Yn ogystal ar uchod, os yw eich ymholiad yn ymwneud â recriwtio,
    ni fydd eich e-bost yn cael ei ymateb gan yr adran hon. Os
    gwelwch yn dda ewch i [9]www.comeaboard.co.uk lle mae ein holl
    swyddi gwag yn cael eu hysbysebu neu dilynwch ni ar Twitter a
    anfonwch drydar i [10]@Come_Aboard. 

    Yn gywir

    Cysylltiadau Cwsmeriaid

    Trenau Arriva Cymru

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    References

    Visible links
    1. http://www.arrivatrainswales.co.uk/
    2. http://www.nationalrail.co.uk/
    3. https://twitter.com/ArrivaTW
    4. http://www.comeaboard.co.uk/
    5. https://twitter.com/Come_Aboard
    6. http://www.arrivatrainswales.co.uk/
    7. http://www.nationalrail.co.uk/
    8. https://twitter.com/ArrivaTW
    9. http://www.comeaboard.co.uk/
    10. https://twitter.com/Come_Aboard
  • 4 Customer Relations responded to alan horsell close 16:45 04 Feb 2015
    Link: [1]File-List
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    04 February 2015

    Your Case Reference: ATW-150131-84R

    Dear Customer

    Thank you for contacting us about your journey on the 30^th of
    January between Birmingham and Aberystwyth. I am sorry that you
    have been prompted to write to us regarding the capacity we
    provided on the train, and I apologise for the fact that the
    service we have provided has fallen short of expectations on
    this occasion.

    Our ability to meet passenger numbers is determined by the
    actual number of trains which are currently allocated to us in
    this franchise by the Department for Transport and Welsh
    Government. Apart from trains which require their
    mandatory/scheduled maintenance, or those which may have
    developed a fault in service, all other available trains are in
    traffic. In common with all Train Operating Companies in the UK,
    we do not retain ‘spare’ trains. As a result, when planning
    our timetable, we have taken account of the busiest services and
    ensured these are formed with the highest number of seats
    possible based on the number of trains we have available.

    To further accommodate growth and other trends in customer
    travelling patterns, we have in recent years carried out a
    number of reviews of the way we allocate our fleet across the
    timetable and redeployed trains more efficiently to target
    better the busiest services on our network. We will continue to
    carry out these reviews to ensure we optimise the use of our
    limited diesel fleet. The other alternative to meet this growth
    would of course be to obtain more rolling stock, however, due to
    passenger growth across the entire national rail network, all
    Train Operators are holding onto rolling stock that is
    compatible with our existing fleet. It is possible that
    cascades of rolling stock arising from future UK rail projects
    will allow more diesel trains to be incorporated into our
    network and we monitor these industry changes closely for such
    opportunities.  

    Notwithstanding, in collaboration with the Department for
    Transport and Welsh Government, since the commencement of our
    new timetable on 14 December 2014 we are delivering at least an
    additional 2,450 seats per week across our network. This support
    will help us better meet demand along routes, where passenger
    numbers have in some areas risen 75%.

    It is important to point out that there are no upper limits on
    the number of customers permitted to travel onboard a train,
    unlike other transport modes such as buses and aircrafts. This
    is because trains are built to robust industry standards
    recognising that peaks will occur due to the unpredictability of
    customersÂ’ travel patterns. Industry policy on crowded trains
    recognises that some customers may experience a higher level of
    discomfort than others but the number of customers aboard a
    train does not affect the way in which it can be controlled. As
    we operate a walk up service trains may get full but the
    alternative would be to offer a reservation only service and
    reduce flexibility in affording customers the opportunity of
    choosing when they travel.

    Although we appreciate that a full train can be uncomfortable,
    we do not offer compensation to customers who are affected by
    over-crowding, except where a seat reservation was not honoured,
    as per the conditions in our Passengers Charter.

    I hope my letter addresses your concerns, and I am sorry that it
    was necessary for you to contact us about your journey on this
    occasion.

    Yours sincerely,

    Laura Best

    Customer Relations Advisor

    Arriva Trains Wales

    Tel 033 33 211 202

    E-mail [email address]

    Twitter @ArrivaTW

    Web www.arrivatrainswales.co.uk

    Address St MaryÂ’s House, 47 Penarth Road, Cardiff, CF10 5DJ

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    References

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    2. file:///tmp/3d852673-f7d6-4556-9a03-d10819a36a81_files/editdata.mso
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  • 5 alan horsell commented close 09:45 14 Mar 2015

    no response. merely an apologetic set of excuses that do not address the options and facts behind the decision to overload trains. I am a qualified engineer and owner of a manufacturing company, I can smell cover up a mile away.

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  • started 31 January 2015
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