Poor communication

Initial problem

Dear Sir/Madam

On the 12th November, around 4.40pm I entered Cardiff central Station to take the 5.00pm train back to Taunton. On my way up to Platform 1, we were told that a fire had broken out on the train currently on the platform and were told to return to the atrium. All passengers. They then allowed people back to all platforms except 1, as the train which had caught fire was still on the platform. I waited in the atrium and the departure board just continued to say that the taunton train had arrived on time on Platform 1 but we were not allowed back. After a while it suddenly disappeared and I went to a guard to ask what had happened. He just waved me away to the Customer Service desk where I was told the train had arrived and left. I was told that it had been announced on the tannoy but with the high level of commotion in the atrium and being hard of hearing I heard nothing. I had to wait another hour for a train and really am quite angry still with what happened.

I realise these situations are unexpected and staff are under pressure but tannoy systems should be much louder and departure boards should be kept up-to-date.

Yours sincerely

Mr P T Byrne

Posted

• By Pascal Byrne on 19 Nov 2011
• Sent to Arriva Trains Wales on 19 Nov 2011