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“Please help me persuade Southern to mark which doors (on older Coastway trains) are adjacent to cycle storage. ” – Clive Andrews

Description

Clive Andrews

The cycle storage areas on Southern's older Coastway trains are very useful. But on most trains they are not marked, so passengers with bikes do now know through which door they should board the train.

Clear cycle logos, as on other trains, would show which door to use.

Problem History

  • 1 Clive Andrews reported the issue on FixMyTransport. close 11:10 07 Sep 2011
  • 2 Clive Andrews wrote to Southern close 11:10 07 Sep 2011

    Here is the letter that Clive Andrews wrote.

    Infrequent marking of cycle storage on older local trains

    The older trains used on Coastway services either side of Brighton have very useful cycle storage areas.

    However, these areas seem rarely to be marked, making it very difficult to know where passengers should board if travelling with bikes.

    Could stickers be applied to the exterior of trains, as on other services, to show which doors cyclists should use?

    Thanks.

  • 3 Southern Railways Customer Services responded to Clive Andrews close 11:21 07 Sep 2011
    Dear Sir/Madam,
    We have received your query with reference number
    [2916-1315390867].

    Thank you for your email.
    Thank you for your enquiry, we appreciate you taking the time to
    contact us. We aim to respond in full to your enquiry within 5
    working days.
    You can also contact us by phone (08451 27 29 20), fax (08451 27
    29 30) or in writing (Southern Customer Services, PO Box 3021,
    Bristol, BS2 2BS). You can also submit a webform at:
    [1]www.southernrailway.com/your-journey/contact-us/contact-us-form

    Kind Regards,
    Southern Customer Services

    Reminder of your message

    ----------------------------------------------------------------

    Dear Southern,

    The problem report below has been sent to you via the website
    FixMyTransport.com.

    It refers to a problem on the train route between Brighton and
    Lewes

    -----------------

    From: Clive Andrews, <[mark which doors (on older Coastway trains) are adjacent to cycle storage. email]>

    Subject: Infrequent marking of cycle storage on older local
    trains

    Details:

    The older trains used on Coastway services either side of
    Brighton
    have very useful cycle storage areas.

    However, these areas seem rarely to be marked, making it very
    difficult to know where passengers should board if travelling
    with
    bikes.

    Could stickers be applied to the exterior of trains, as on other
    services, to show which doors cyclists should use?

    Thanks.

    ------------------

    THE FOLLOWING DETAILS ARE INCLUDED BY FIXMYTRANSPORT TO HELP YOU
    MANAGE THIS PROBLEM

    Location name: Train route between Brighton and Lewes

    ----------

    ABOUT THIS PROBLEM REPORT

    Sender: [mark which doors (on older Coastway trains) are adjacent to cycle storage. email]

    PLEASE NOTE: Your replies to this problem report WILL BE
    PUBLISHED
    ONLINE

    To view a map of the precise location of this issue, or to
    provide
    an update on the problem, please visit the following link:

    http://www.fixmytransport.com/campaigns/...

    Thanks,

    FixMyTransport

    [ This message was sent via FixMyTransport.com - a
    not-for-profit
    service dedicated to helping people get public transport
    problems
    resolved. If there is a more appropriate email address for
    messages
    about this type of problem, please let us know by visiting
    . This will help improve
    the service for people travelling. We also welcome any other
    feedback you may have. ]

    _________________________________________________________________________________________________________________________

    This e-mail message has been scanned and cleared by NetIQ
    MailMarshal.

    Southern Railway Ltd is registered in England No. 06574965.
    Registered office: 3rd Floor, 41-51 Grey Street, Newcastle Upon
    Tyne, NE1 6EE

    This email is sent subject to our email disclaimer which can be
    accessed here http://www.southernrailway.com/emaildisc...

    Southern is the trading name of Southern Railway Ltd. Registered
    in England under number: 06574965 Registered offices: 3rd Floor,
    41-51 Grey Street, Newcastle upon Tyne, NE1 6EE.

    This email is sent subject to our email disclaimer which can be
    accessed at: [2]www.southernrailway.com/emaildisclaimer

    References

    Visible links
    1. file:///tmp/www.southernrailway.com/your-journey/contact-us/contact-us-form
    2. file:///tmp/www.southernrailway.com/emaildisclaimer
  • 4 Southern Railways Customer Services responded to Clive Andrews close 13:50 14 Sep 2011
    Dear Sir/Madam,

    Thank you for contacting us.

    At Southern we value our customers's feedback and suggestions as
    this helps us to implement enhancements to the quality of
    services we provide.

    I have, therefore, recorded your comments and they will be taken
    into consideration while planning future improvements.

    If you wish to contact us further regarding your query then
    please contact our Customer Service team directly at:
    [1][Southern problem reporting email] or by phone on 08451 27 29 20 or
    in writing to Southern Customer Services, PO Box 3021, Bristol,
    BS2 2BS quoting ticket number [2916-1315390867] on all
    communication.

    Alternatively please use the contact us page You can also submit
    a webform at:
    [2]www.southernrailway.com/your-journey/contact-us/contact-us-form
    quoting your ticket number.

    Kind regards,

    Marcin Balawender
    Southern Customer Services

    Your message :

    Dear Southern,

    The problem report below has been sent to you via the website
    FixMyTransport.com.

    It refers to a problem on the train route between Brighton and
    Lewes

    -----------------

    From: Clive Andrews, <[mark which doors (on older Coastway trains) are adjacent to cycle storage. email]>

    Subject: Infrequent marking of cycle storage on older local
    trains

    Details:

    The older trains used on Coastway services either side of
    Brighton
    have very useful cycle storage areas.

    However, these areas seem rarely to be marked, making it very
    difficult to know where passengers should board if travelling
    with
    bikes.

    Could stickers be applied to the exterior of trains, as on other
    services, to show which doors cyclists should use?

    Thanks.

    ------------------

    THE FOLLOWING DETAILS ARE INCLUDED BY FIXMYTRANSPORT TO HELP YOU
    MANAGE THIS PROBLEM

    Location name: Train route between Brighton and Lewes

    ----------

    ABOUT THIS PROBLEM REPORT

    Sender: [mark which doors (on older Coastway trains) are adjacent to cycle storage. email]

    PLEASE NOTE: Your replies to this problem report WILL BE
    PUBLISHED
    ONLINE

    To view a map of the precise location of this issue, or to
    provide
    an update on the problem, please visit the following link:

    http://www.fixmytransport.com/campaigns/...

    Thanks,

    FixMyTransport

    [ This message was sent via FixMyTransport.com - a
    not-for-profit
    service dedicated to helping people get public transport
    problems
    resolved. If there is a more appropriate email address for
    messages
    about this type of problem, please let us know by visiting
    . This will help improve
    the service for people travelling. We also welcome any other
    feedback you may have. ]

    _________________________________________________________________________________________________________________________

    This e-mail message has been scanned and cleared by NetIQ
    MailMarshal.

    Southern Railway Ltd is registered in England No. 06574965.
    Registered office: 3rd Floor, 41-51 Grey Street, Newcastle Upon
    Tyne, NE1 6EE

    This email is sent subject to our email disclaimer which can be
    accessed here http://www.southernrailway.com/emaildisc...

    Southern is the trading name of Southern Railway Ltd. Registered
    in England under number: 06574965 Registered offices: 3rd Floor,
    41-51 Grey Street, Newcastle upon Tyne, NE1 6EE.

    This email is sent subject to our email disclaimer which can be
    accessed at: [3]www.southernrailway.com/emaildisclaimer

    References

    Visible links
    1. mailto:[Southern problem reporting email]
    2. file:///tmp/www.southernrailway.com/your-journey/contact-us/contact-us-form
    3. file:///tmp/www.southernrailway.com/emaildisclaimer
  • 5 Myf Nixon commented close 14:43 14 Sep 2011

    Hmm. I wouldn't hold your breath...

    anorak
    admin
  • 6 Tom Coady commented close 09:48 15 Sep 2011

    Southern's response is unbelievable: first a bland generic answer saying how they intend to respond in a week then exactly a week later another bland generic message that could and no doubt is used to answer every single suggestion that has or will be made to them.

    In PR terms I'm afraid the only analogy I can think of is train wreck.

  • 7 Peter Dixon commented close 20:49 15 Sep 2011

    They seem to be leaving this same bland message to the responses to here. http://www.fixmytransport.com/campaigns/reinstate-the-wifi-on-the-brighton-to-london-victo

    My advice would be to chase them on their Twitter about it. You might want to monitor this Myf or it might reduce the usefulness of this service.

    anorak
    admin
  • 8 Myf Nixon commented close 10:26 16 Sep 2011

    Thanks Peter. I wonder if all Southern replies are of this ilk, or just the ones through FMT.

    anorak
    admin
  • 9 Tom Coady commented close 13:31 16 Sep 2011

    At least they seem to have grasped email - I think I had a protracted paper correspondence with their predecessors once!

    I found this in my mailbox, not to me but I deleted the names:

    > Sent: 24 November 2005 14:33
    > To: Kathy
    > Subject: Southern reply (C955401)
    >
    > Dear Ms Kathy,
    >
    > Thank you for your web comment.
    >
    > We welcome cyclists on our trains, but there are limits to when and how
    > many bikes we can carry. Bikes are not allowed on weekday trains
    > travelling towards London and Brighton which arrive between 0700 and
    > 1000 hours, or to depart from London or Brighton between 1600 and 1900.
    > However, folding bikes can be taken on any train at any time.
    >
    > Our newest and refurbished trains have a particular space on them where
    > bikes can be placed and strapped in. This space is shared with
    > wheelchair users and can be used by a wheelchair and two bikes at the
    > same time (although if two wheelchair users need the space they do have
    > priority). This space is available in every set of carriages (a set is
    > either three or four carriages) and so there will be more than one space
    > on trains on our main routes.
    >
    > Thank you for your comments. I hope that I have been able to clarify
    > matters for you.
    >
    > Regards
    >
    > Sam
    > Southern Customer Services

  • 10 Clive Andrews wrote to Southern Railways Customer Services close 22:26 22 Sep 2011

    Hi.

    Thanks for your response. I do appreciate it.

    As a low cost suggestion that would very much make train travel easier for many passengers, I was rather hoping you may be able to give me an idea of whether you agreed with this suggestion, and whether you felt this idea was likely to be implemented. Was it simply an omission when the trains were repainted from their previous livery?

    Thanks again,

    Clive Andrews

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

    Dear Sir/Madam,

    Thank you for contacting us.

    At Southern we value our customers's feedback and suggestions as
    this helps us to implement enhancements to the quality of
    services we provide.

    I have, therefore, recorded your comments and they will be taken
    into consideration while planning future improvements.

    If you wish to contact us further regarding your query then
    please contact our Customer Service team directly at:
    [1][Southern problem reporting email] or by phone on 08451 27 29 20 or
    in writing to Southern Customer Services, PO Box 3021, Bristol,
    BS2 2BS quoting ticket number [2916-1315390867] on all
    communication.

    Alternatively please use the contact us page You can also submit
    a webform at:
    [2]www.southernrailway.com/your-journey/contact-us/contact-us-form
    quoting your ticket number.

    Kind regards,

    Marcin Balawender
    Southern Customer Services

    Your message :

    Dear Southern,

    The problem report below has been sent to you via the website
    FixMyTransport.com.

    It refers to a problem on the train route between Brighton and
    Lewes

    -----------------

    From: Clive Andrews, <[mark which doors (on older Coastway trains) are adjacent to cycle storage. email]>

    Subject: Infrequent marking of cycle storage on older local
    trains

    Details:

    The older trains used on Coastway services either side of
    Brighton
    have very useful cycle storage areas.

    However, these areas seem rarely to be marked, making it very
    difficult to know where passengers should board if travelling
    with
    bikes.

    Could stickers be applied to the exterior of trains, as on other
    services, to show which doors cyclists should use?

    Thanks.

    ------------------

    THE FOLLOWING DETAILS ARE INCLUDED BY FIXMYTRANSPORT TO HELP YOU
    MANAGE THIS PROBLEM

    Location name: Train route between Brighton and Lewes

    ----------

    ABOUT THIS PROBLEM REPORT

    Sender: [mark which doors (on older Coastway trains) are adjacent to cycle storage. email]

    PLEASE NOTE: Your replies to this problem report WILL BE
    PUBLISHED
    ONLINE

    To view a map of the precise location of this issue, or to
    provide
    an update on the problem, please visit the following link:

    http://www.fixmytransport.com/campaigns/mark-which-doors-on-older-coastway-trains-are-adja

    Thanks,

    FixMyTransport

    [ This message was sent via FixMyTransport.com - a
    not-for-profit
    service dedicated to helping people get public transport
    problems
    resolved. If there is a more appropriate email address for
    messages
    about this type of problem, please let us know by visiting
    . This will help improve
    the service for people travelling. We also welcome any other
    feedback you may have. ]

    _________________________________________________________________________________________________________________________

     

    This e-mail message has been scanned and cleared by NetIQ
    MailMarshal.

    Southern Railway Ltd is registered in England No. 06574965.
    Registered office: 3rd Floor, 41-51 Grey Street, Newcastle Upon
    Tyne, NE1 6EE

    This email is sent subject to our email disclaimer which can be
    accessed here http://www.southernrailway.com/emaildisclaimer

    Southern is the trading name of Southern Railway Ltd. Registered
    in England under number: 06574965 Registered offices: 3rd Floor,
    41-51 Grey Street, Newcastle upon Tyne, NE1 6EE.

    This email is sent subject to our email disclaimer which can be
    accessed at: [3]www.southernrailway.com/emaildisclaimer

    References

    Visible links
    1. mailto:[Southern problem reporting email]
    2. file:///tmp/www.southernrailway.com/your-journey/contact-us/contact-us-form
    3. file:///tmp/www.southernrailway.com/emaildisclaimer

  • 11 Clive Andrews added an update close 22:27 22 Sep 2011

    I thanked Southern for their email, but asked for more of an impression as to their thoughts. I was fairly disappointed simply to have received a standard answer.

  • 12 Clive Andrews commented close 08:33 20 May 2014

    To their credit, it looks like Southern may have actually fixed this! I noticed just the other day, not only cycle icons by the appropriate doors on the 313s, but red stripes on the doors, like on the newer 377s.
    I imagine the stripes may have been added for the benefit of disabled passengers, but an auxiliary benefit is helping people with bikes know where to get on.
    Thanks Southern.

Comment
  • started 7 September 2011
  • supporters 5
Train route between Brighton and Lewes operated by Southern
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