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“Please help me persuade Arriva Trains Wales to make station shops stay open whenever the station is” – Edmund von der Burg

Description

Edmund von der Burg

Hello,

Last night, a Sunday at 8.30pm, the WHSmith shop at Swansea station was closed.

Ideally the businesses that are given the locations in the station should be obliged to be open whenever the station is, regardless of the profitability.

Problem History

  • 1 Edmund von der Burg reported the issue on FixMyTransport. close 11:00 12 Dec 2011
  • 2 Edmund von der Burg wrote to Arriva Trains Wales close 11:00 12 Dec 2011

    Here is the letter that Edmund von der Burg wrote.

    Station concessions should be open during station hours.

    Hello,

    Last night, a Sunday at 8.30pm, the WHSmith shop at Swansea station was closed.

    Ideally the businesses that are given the locations in the station should be obliged to be open whenever the station is, regardless of the profitability.

  • 3 Lee Osborne commented close 17:34 12 Dec 2011

    I think this is completely unrealistic and will never happen. It's outside the remit of rail companies, and if any effort was made to enforce this, businesses would vote with their feet and there would be no shops on stations at all.

  • 4 Edmund von der Burg commented close 21:44 12 Dec 2011

    I appreciate that it is highly unlikely that the extended opening hours will happen, but I think it is interesting to consider what purpose the facilities at a station should serve.

    Obviously they should provide something that the travelling public desires and so a news agents or coffee shop seem obvious choices, and this is what there is at Swansea (or will be once the renovations are finished).

    But they should not purely be a financial gain for the train operators; they should maximise the comfort of the travellers. Train companies should aim to profit from running trains - that they have stations as part of this is incidental.

    Obviously longer opening hours are less attractive to shop keepers and so the rent they are prepared to pay will be lower. This is acceptable.

    Outside Swansea station there are long established coffee shops and news agents. These are open longer hours than those in the station which shows that it is profitable to keep those hours. If the shops inside the station are allowed to choose their opening hours they will tend to open for the most profitable period and probably deprive the shops outside of custom. This could lead to them being unable to stay in business.

    I'm not suggesting that the market not be allowed to act - I'm just suggesting that the requirements for shops inside the station should include longer opening hours. If this brings the rent down to levels that local businesses can compete with national chains for the prime sites so much the better.

  • 5 Peter Dixon commented close 22:46 12 Dec 2011

    The current set up allows the Train Companies to milk the providers. As you can see, shops outside of stations are able to operate longer hours because they are able to attract a wider selection of customers (Train Station and city centre)

    Your comments are not in isolation though. When Lord Adonis toured the rail network he found that service in the evenings at major stations were dire (to the point where toilets were locked). He wanted them to improve station facilities but it seems to have been lost with the sweep to power by the coalition. I would not encourage your reasoning but certainly push your argument based on reasonable demand. After all, it is a major station. What retailers would you like to see remain open and how long?

    Perhaps we can sort something out to contact them. In addition, does anyone know who the name behind the retailers is at Swansea (SSP?)

    anorak
    admin
  • 6 Customer Relations responded to Edmund von der Burg close 08:34 13 Dec 2011
    Thank you for contacting Arriva Trains Wales. Your message has
    been received and assigned the reference number  ATW-111212-BBR.

    Our usual target response time is ten working days, and we aim
    to provide you with a full reply within this timescale. If you
    have any queries in connection with your case, then please
    contact us on 08456 061 660. 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.

    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-111212-BBR.

    Deg diwrnod gwaith yw’r amser ymateb rydym yn anelu ato fel
    arfer, a’n nod yw rhoi ateb llawn i chi cyn pen y cyfnod hwn. Os
    oes gennych unrhyw ymholiadau ynglŷn â’ch achos, cysylltwch â ni
    ar 08456 061 660. 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 [3]www.arrivatrainswales.co.uk
    neu [4]www.nationalrail.co.uk.

    Yn gywir

    Cysylltiadau Cwsmeriaid

    Trenau Arriva Cymru

    show quoted sections

    References

    Visible links
    1. http://www.arrivatrainswales.co.uk/
    2. http://www.nationalrail.co.uk/
    3. http://www.arrivatrainswales.co.uk/
    4. http://www.nationalrail.co.uk/
  • 7 Customer Relations responded to Edmund von der Burg close 11:01 19 Dec 2011
    Link: [1]File-List
    Link: [2]Edit-Time-Data
    Link: [3]themeData
    Link: [4]colorSchemeMapping

    19 December 2011

    Your Case Reference: ATW-111212-BBR

    Dear Sir/Madam

    Thank you for your e-mail which has been received via
    FixmyTransport.com.

    Receiving feedback from our customers is important to us, and I
    am grateful for you taking time to report these issues. However,
    we would ask any customer wishing to log an issue with us to
    make direct contact with us, rather than submit it to us via a
    third party.

    Our e-mail address is
    [email address].

    We look forward to hearing from you in due course.

    Yours sincerely

    Mark Davies

    Customer Relations Advisor

    Arriva Trains Wales

    Tel 0845 6061 660

    E-mail [email address]

    Web www.arrivatrainswales.co.uk

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

    show quoted sections

    References

    Visible links
    1. file:///tmp/882a9190-00b1-42b3-b740-76a5f8e49247_files/filelist.xml
    2. file:///tmp/882a9190-00b1-42b3-b740-76a5f8e49247_files/editdata.mso
    3. file:///tmp/882a9190-00b1-42b3-b740-76a5f8e49247_files/themedata.thmx
    4. file:///tmp/882a9190-00b1-42b3-b740-76a5f8e49247_files/colorschememapping.xml
  • 8 Edmund von der Burg wrote to Arriva Trains Wales close 14:33 19 Dec 2011

    Hello,

    Regarding case ATW-111212-BBR

    I appreciate that you would prefer to engage directly. I'd prefer to engage through the www.fixmytransport.com website - specifically:

    http://www.fixmytransport.com/campaigns/make-station-shops-stay-open-whenever-the-station-

    There are other people interested in this issue, many of whom disagree with me. By using the website you'll be informing them of the progress as well.

    Thank you,
    Edmund.

  • 9 Customer Relations responded to Edmund von der Burg close 14:37 19 Dec 2011
    Thank you for contacting Arriva Trains Wales. Your message has
    been received and assigned the reference number  ATW-111219-BCR.

    Our usual target response time is ten working days, and we aim
    to provide you with a full reply within this timescale. If you
    have any queries in connection with your case, then please
    contact us on 08456 061 660. 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.

    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-111219-BCR.

    Deg diwrnod gwaith yw’r amser ymateb rydym yn anelu ato fel
    arfer, a’n nod yw rhoi ateb llawn i chi cyn pen y cyfnod hwn. Os
    oes gennych unrhyw ymholiadau ynglŷn â’ch achos, cysylltwch â ni
    ar 08456 061 660. 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 [3]www.arrivatrainswales.co.uk
    neu [4]www.nationalrail.co.uk.

    Yn gywir

    Cysylltiadau Cwsmeriaid

    Trenau Arriva Cymru

    show quoted sections

    References

    Visible links
    1. http://www.arrivatrainswales.co.uk/
    2. http://www.nationalrail.co.uk/
    3. http://www.arrivatrainswales.co.uk/
    4. http://www.nationalrail.co.uk/
  • 10 Customer Relations responded to Edmund von der Burg close 09:56 02 Jan 2012
    Link: [1]File-List
    Link: [2]Edit-Time-Data
    Link: [3]themeData
    Link: [4]colorSchemeMapping

    02 January 2012

    Your Case Reference: ATW-111212-BBR

    Dear Edmund

    Thank you for your recent email. Unfortunately it is our policy
    not to use third party sites as a means of communicating with
    customers, and regrettably we cannot accede to the request to
    use FixMyTransport.

    If of course you should wish to contact us directly we will of
    course look into the issue and provide a substantive reply.

    Yours sincerely

    Mark Davies

    Customer Relations Advisor

    Arriva Trains Wales

    Tel 0845 6061 660

    E-mail [email address]

    Web www.arrivatrainswales.co.uk

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

    show quoted sections

    References

    Visible links
    1. file:///tmp/92ca5a75-8b1d-4ae2-927c-e49b4cd8552f_files/filelist.xml
    2. file:///tmp/92ca5a75-8b1d-4ae2-927c-e49b4cd8552f_files/editdata.mso
    3. file:///tmp/92ca5a75-8b1d-4ae2-927c-e49b4cd8552f_files/themedata.thmx
    4. file:///tmp/92ca5a75-8b1d-4ae2-927c-e49b4cd8552f_files/colorschememapping.xml
  • 11 Edmund von der Burg wrote to Arriva Trains Wales close 13:26 03 Jan 2012

    Hello,

    Thank you for your response, but I'd like to ask a question regarding part of it:

    "Unfortunately it is our policy not to use third party sites as a means of communicating with customers, and regrettably we cannot accede to the request to use FixMyTransport."

    This is unfortunate, and I hope it can be changed. What are the reasons for this policy?

    You obviously care about customer service, after all you replied on a bank holiday. And all of your staff have always been polite and helpful.

    Thank you,
    Edmund.

  • 12 Customer Relations responded to Edmund von der Burg close 13:31 03 Jan 2012
    Thank you for contacting Arriva Trains Wales. Your message has
    been received and assigned the reference number  ATW-120103-BCT.

    Our usual target response time is ten working days, and we aim
    to provide you with a full reply within this timescale. If you
    have any queries in connection with your case, then please
    contact us on 08456 061 660. 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.

    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-120103-BCT.

    Deg diwrnod gwaith yw’r amser ymateb rydym yn anelu ato fel
    arfer, a’n nod yw rhoi ateb llawn i chi cyn pen y cyfnod hwn. Os
    oes gennych unrhyw ymholiadau ynglŷn â’ch achos, cysylltwch â ni
    ar 08456 061 660. 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 [3]www.arrivatrainswales.co.uk
    neu [4]www.nationalrail.co.uk.

    Yn gywir

    Cysylltiadau Cwsmeriaid

    Trenau Arriva Cymru

    show quoted sections

    References

    Visible links
    1. http://www.arrivatrainswales.co.uk/
    2. http://www.nationalrail.co.uk/
    3. http://www.arrivatrainswales.co.uk/
    4. http://www.nationalrail.co.uk/
  • 13 Dave H commented close 16:44 04 Jan 2012

    Edmund

    First a point about station trading - railways per se do not generally make enough money from selling transport to freight or passengers (AKA self-loading freight) to cover the cost of running the trains, indeed there are cases of some railway routes, and even railway companies who make more money from not running trains than running them. A healthy value from the enhanced footfall and connection to a transport system means high rental values and other income which you are right to see the potential of. Many operators do engage well with their local users through Community Rail Partnerships and an approach slightly less confrontational than the automatically generated customer service (ie complaint) may well elicit a more positive response. This is likely to be better addressed by engaging directly with their local stakeholders and Arriva TW are like many operators taking a policy line on the current way that Fix My Transport is operating, by refusing to deal with a third party complaint in the first instance (ie slamming down the shutters) as they have to record every complaint as a performance (penalty) measure. This is process of making the initial complaint directly already the established policy for the existing complaints and comments process that runs through Passenger Focus, and the Bus Appeals Body.

    So as my second point Fixing Fix My Transport - your issue would be far better tabled as a discussion point to take forward with other locally interested parties, perhaps forming a caucus to show ATW they have a viable stakeholder group under the umbrella of Fix My Transport who want to work with them to deliver the maximum revenue from their Swansea operation.

    Remember that 48% of your ticket costs go to Network Rail to maintain the railway, and if the link-up can be made to use other NR land connected to Swansea Station (which they own and lease to ATW) and provide a greater revenue, than we can progressively make a bit of a dent in the 48% of fare payer contribution and the £3.5bn of tax payer provision.

    So a) recruit a few more supporters for developing the commercial and revenue generating detail at Swansea/Abertawe through this thread, and b) seek out the local manager to see what might be possible - eg filling the empty spaces in the station with tenants and other revenue/footfall generating activity. I might be able to suggest some options - so get in touch. I'm known to cycling folk in Swansea,

  • 14 Customer Relations responded to Edmund von der Burg close 10:55 13 Jan 2012
    Link: [1]File-List
    Link: [2]Edit-Time-Data
    Link: [3]themeData
    Link: [4]colorSchemeMapping

    13 January 2012

    Your Case Reference: ATW-120103-BCT

    Dear Sir

    Thank you for your e-mail in which you request further
    clarification of our 3^rd party policy. Unfortunately; as with
    your previous correspondence, it would appear that this e-mail
    has again been sent to us via a third party and therefore I can
    only reiterate that Arriva Group policy is that we only
    correspond with customers directly.

    I would be happy to address any issues you may have relating to
    Arriva Trains Wales performance on receipt of an e-mail sent
    directly from your personal e-mail to the address below.

    Yours sincerely

    John Haynes

    Customer Relations Advisor

    Arriva Trains Wales

    Tel 08456 061 660

    E-mail [email address]

    Web www.arrivatrainswales.co.uk

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

    show quoted sections

    References

    Visible links
    1. file:///tmp/78e86948-ed6a-4d9f-a1ba-f83053be70ad_files/filelist.xml
    2. file:///tmp/78e86948-ed6a-4d9f-a1ba-f83053be70ad_files/editdata.mso
    3. file:///tmp/78e86948-ed6a-4d9f-a1ba-f83053be70ad_files/themedata.thmx
    4. file:///tmp/78e86948-ed6a-4d9f-a1ba-f83053be70ad_files/colorschememapping.xml
Comment
  • started 12 December 2011
  • supporters 2
Swansea Rail Station in Swansea operated by Arriva Trains Wales
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